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• Strategy & Transformation
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• ITIL Compliance & Accreditation

Barts & the London

Improving consistency and inter-departmental communication through Best Practice ITIL

Background

• There were inconsistent processes across the ICT department of the UK\'s leading teaching hospital trust
• The existing ITIL implementation was ineffectual and there was a need for a reliable technical ICT infrastructure to help the organisation maintain high clinical standards and deliver new clinical facilities
• All staff were given ITIL training unsuccessfully as there was no true understanding of the processes nor was a culture of change present across the large team
• There was a lack of communication between the Pathology department and ICT which undermined the quality of service, with users preferring to contact the software supplier rather than the internal IT department for any incident

Plan-Net\'s intervention

• After a health check of the ICT department, Plan-Net made a rapid ITIL implementation at the service desk, leveraging on the existing ITIL work where possible and appropriate and focussing on generic processes, applying a solution which was fit-for-purpose
• Focus was concentrated on the Pathology communication system, Active Directory and Microsoft Exchange, areas of importance to the Trust
• New Service Level Agreements were introduced
• Rigorous knowledge transfer was undertaken with the key people leading the ITIL implementation, ensuring that there was a process champion and process lead in each discipline
• Key people were made to communicate processes within departments so that they were recognised as ICT and not Plan-Net processes

Results

• Communication between the Pathology and ICT departments has been transformed and the former is now firmly committed to an internal, rather than external, relationship
• The ICT department now handles the Service Level Agreement and ensures redress if problems occur with penalty claims or extended contract terms
• Service Desk improvements that track the reason for calls are now providing a true picture of the state of the pathology system
• Adoption of Best Practice and increased trust in the ICT department has enabled proactive problem management to improve the quality of the system

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