Perth-based St John of God Health Care (SJOG) will be one of the first organisations in Australia to roll-out ITIL (IT Infrastructure Library) version 3, following its successful implementation of version two.
SJOG IT service manager Russel McCarren says the hospital developed an IT service management (ITSM) platform based on the ITIL framework to connect and streamline the disparate IT departments located in each of its hospitals.
“We did a complete ITIL 2 roll-out, which adhered to all frameworks and processes, rather than a cut-and-paste approach,” McCarren says.
The project was driven by a number of factors. McCarren says there was a lack of understanding between IT and the business which frustrated users and created an inefficient IT shop, as well as poor visibility into trends such as process changes, technology adoption and anomalies.
Acquisitions put further strain on IT support, which did not have the staff to cope with the increased number of users.
SJOG operates 11 hospitals in Western Australia and Victoria and is Australia’s third largest private hospital, with its 6600 staff and 1666 beds across its acute, rehabilitation and psychiatric facilities.
The not-for-profit hospital admits more than 140,000 patients each year through rural and metropolitan clinics.
A CA Unicenter Service Desk handles SJOG’s ITIL frameworks, with the exception of financial processes, and all support requests are filed centrally in the hospital’s configuration management database (CMDB).
“We will acquire the new ITIL 3 documentation and bridge it across our ITIL frameworks,” McCarren says.
He says the attraction of ITIL 3 is its detail in integrating existing ITIL processes, and notes that other ITSM frameworks will also suffice.
“ITIL is only one of three frameworks that underpin ITSM — you could use ITIL, MOS [Microsoft Office Specialist] and IBM’s solutions [Tivoli] which look like clones because, by definition, they are all best practice,” he says.
McCarren says ITIL’s ten processes represent a stripped-down, best practice framework which should apply to all IT organisations. “You need to find your own methodologies that are relevant to your business — we did not implement financial processes because we had a strong system in place, but we will need to hook it in with expenditure and services to meet version three,” he says.