ITIL and ITSM in Healthcare Organizations

ITIL (Information Technology Infrastructure Library) is a group of documents to provide best practices and build a framework for ITSM or IT Service Management. It helps increase IT infrastructure and reduces service management. It improves the IT support and service level in the industries.

ITSM (Information Technology Service Management) supports in managing the information systems to deliver value to the customers. It is a collective term used for planning, designing, and operating IT services. It assists in aligning the IT services and IT process to push the business growth.

Process of ITIL

  • Strategic Management Of IT Services: It helps align the IT services with proper assessment, defining goals, and execution of strategic initiatives.
  • IT Financial Management: Focus is on financial services valuation. ITIL helps healthcare and other industries to maintain their accounts, prepare a budget, and process the right bills.
  • Managing Service Portfolio: Supports management of services from beginning to end. It helps prepare the service catalog, pipeline, and archived services.
  • Demand Management Process: You can analyze, predict, anticipate, and influence the demands through technical or financial means.
  • Business Relationship Process: Optimize the value of your services by identifying the medical industry service requirements, handling complaints, monitoring incidents, etc.

Process of ITSM

  • Service Strategy, including strategic and financial management
  • Service design includes information security, designing, architecture, etc.
  • The transition of service from asset management to configuration management to deployment
  • Operational services
  • Improvement of continual services through process evaluation


  • Average incident response time and incident resolution time
  • Conversation length
  • First pass resolution percentage
  • Response completeness
  • System availability
  • Employees perceived competence and friendliness
  • Net Promoter Score


Its key performance indicators or KPIs are the same as the process of ITIL. It includes the Service Level Management process and compliances to measure the occurrence of any violations. The KPIs are defined top-down, starting from vision and heading to short-term and interim goals.

Use of ITIL And ITSM in the Medical Industry

ITIL handles the compliance and incident problems related to the medical industry. The framework is quick to handle the medical staff and digitally connected devices and keep away the interruptions from the technical flaws. The healthcare system’s assets must be tracked and appropriately configured to provide complete visibility. Apart from compliance regulation and handling system problems, ITIL also helps with system security. Hacking is the biggest problem in the healthcare sector, so pre-defined regulations can help protect against security vulnerabilities.

ITSM also supports the healthcare industry by providing service solutions and catering to the customized needs of the medical industry. It helps in regaining control over the IT costs and improving patient care. NovantHealth is a healthcare service provider that uses IT service-based tools. Patients can locate nearby clinics and hospitals to get specialized and general medical care. It improves hospital performance by eliminating any hold times. IT as Service tools and capabilities were used not only by NovantHealth but also by other healthcare sectors and clinics during the COVID-19 outbreak. It helped them provide flawless and hassle-free services to the patients.



ITSM and ITIL are changing the way the healthcare industry operates. The use of infrastructure libraries and service management supports the medical industry and clinics in streamlining and channel their healthcare operations. The use of varied processes at each stage makes things less complicated.