Business Service Management (BSM) is a methodology that is used by Information Technology (IT) organizations and businesses to guide in the organization, operation, and management of IT Services. The adoption of BSM concepts in the healthcare aims to examine the key performance indicators of a particular healthcare department. The BSM helps to design and monitor the process that are designed for the production and distribution of the products and services of any sector. The tools and the softwares designed for Business Service Management will help to take care of the operation of the healthcare sector an to achieve its objectives in a clear way of approach.
Health care sector is a company that deals with the health of the citizens of a country. It includes the pharmaceutical industries, many clinics, hospitals, biotechnology companies and health insurance providers. It is now one of the fastest growing sector as it holds an importance in this world of people who are affected by various deficiencies or health issues. Though the healthcare sector is indispensable in nature, the success of health sector oriented company depends on the way it invests in the business.
The implementation of BSM in the healthcare sector can be broken into four steps:
- Defining IT services and validating business cases.
- Analyzing service value and prioritizing services in terms of IT focus.
- Measuring quality externally from the organization. This will help the organization to choose improvement opportunities for those services that are not performing well in the customer’s view.
- Authorizing every IT improvement program as a formal project and allocating resources.
Many of the individual business services are built after overcoming different policies, processes, systems, functions and customer interactions. The real value of BSM can be understood when it helps to model the moving parts in a single monitoring system. This will help the organization to gain insight into the business service.
Every planning and implementation of a model will have a set of procedures. Similarly the modeling a line of healthcare services have defined steps that are need to be monitored. For example: the time from when a patient enters the hospital’s emergency room, to release or admittance has some procedure. Even the services that are provided to them should also be noted. The Key Performance indicator (KPI) plays a role in this process. It is a metric that defines the level of performance. KPI’s are generally built upon SLA. It is built with additional interaction measurements between the managed service and the customer.
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