Information Technology Operations Management (ITOM)

IT Operations Management In Healthcare – A Must-Have to Compete

ITOM has become must-have management support for the healthcare industry because of providing the numbers of otherwise missing benefits and competitive edges. The reliance on ITOM services for the healthcare industry has become inevitable to stay competitive. Almost 50% of medical devices are IoT assisted. The use of AI-integrated software applications for data building, securely storing, and remotely accessible has become a must to keep the pace with modernization of health services. ITIL IT operations management in healthcare is globally accepted as a must-have power to excel, compete, and grow.

What is ITIL Information Technology Operations Management (ITOM)?    

ITOM is a subset of ITSM. Information Technology Operations Management (ITOM) refers to the management of optimized provisioning, cost, performance, capacity, availability, and security. The major focus area of IT Operations managers is the cost-effective execution of day-to-day activities aligned to optimized use of existing infrastructure components, applications, and resources. The advanced technology of artificial intelligence for cost-effective IT operations helps the enterprises to improve Service Level Agreements (SLAs) and mean time to recovery (MTTR). The prime objective of ITIL IT Operations management is to monitor, optimize and manage infrastructure and IT services for executing the tasks required to support the applications, hardware components, and services. A successful ITOM is expected to improve the performance in the following nine areas:


  1. Incident management
  2. Event management
  3. Access management
  4. Request fulfillment
  5. Problem management
  6. Facilities management
  7. IT operations control
  8. Technical management
  9. Application management

Eight Benefits Of IT Operations Management For Healthcare Business:

Why should I invest in outsourcing ITOM services? Advanced clinical systems and new medical technologies rely on ITOM to provide the best patient care. Today, the healthcare industry is more dependent on IT management services than ever before. The ultimate goal of the ITOM is to support the hospitals, Pvt. clinics, diagnostic centers, consultants, and others to provide better, faster, and cheaper treatment. The commonly experienced eight benefits of embracing ITOM by the healthcare businesses are:

  1. Cost reduction through cloud solutions
  2. Remote access of real-time electronic medical records (EMR)
  3. Improved user experience by easy to avail self-service
  4. Data-driven insights
  5. Improved clinical excellence
  6. Reduced manual errors
  7. Consolidated better quality service management
  8. Improved quality and consistency at all stages

Scope of ITIL ITOM for Healthcare Industry:

What does an ITOM services agency do? There is nothing more important for a healthcare services provider than the delivery of the best quality healthcare services at minimum cost. ITIL (Information Technology Infrastructure Library) methodology details the ITOM services aligned to particular objectives of a business. ITIL approach evolves through five stages:

  1. Service strategy
  2. Service design
  3. Service transition
  4. Service operation
  5. Continuous service improvement

Keeping information systems operating at an optimum level is a prime concern of the healthcare industry. ITIL, as being the de facto standard for the best IT practices’ takes care of all the concerns of the healthcare industry pertaining to security, consistency, operations, management, and improvement. ITIL ITOM helps the healthcare organizations to:

  • To return the interrupted services to normal operation in minimum time through ‘Incident Management & Problem Management’
  • To approve and implement the required changes for IT environment through ‘Service Configuration Management’
  • To identify and mitigate the issues of unpatched vulnerabilities at an early stage through ‘Release and Deployment Management’

ITOM After COVID-19Is It Must To Embrace For Healthcare Service Providers?


Across the world, the healthcare services were not advanced enough capacity to deal with the COVID-19 challenges. COVID-19 has introduced the number of necessities for the healthcare industry. The common perspective of enabling the newer, faster, safe, convenient, and more effective healthcare services makes the ITOM more important. Implementation of Cloud-native SaaS solutions has become a must to provide the desired information to the authorized users remotely. Reduction in repetitive and labor-intensive manual tasks has become a necessity for healthcare organizations to reduce the in-premises physical presence of staff. Automation, collaboration, efficiency, experience, and constant change for improvement are the new focal points for healthcare organizations to return to normalcy after COVID-19. ITOM supported advanced automation practices facilitate healthcare services providers to deliver more at the better user-experience metrics with lesser use of resources. Does your healthcare business has the best ITOM support to meet the COVID-19 protocol? What are the key features that an ITOM for a healthcare business must-have in COVID-19 hit service environment? What kind of support can be expected by outsourcing ITOM services at economical cost?

  1. Hospital-wide services continuity
  2. HIPAA-compliant ITOM capabilities to secure patient’s health information
  3. Role-based permissions to doctors, radiologists, nurses, technicians, and others
  4. Integrated system to manage IT and non-IT silos for continuity of healthcare services
  5. Proactive critical clinical processes with reliable SLA management
  6. Proactive diagnoses of issues with help of alert management
  7. Improvement in patient’s satisfaction through data-driven IT services
  8. Access to information through multiple channels like chat, email, Slack, mobile, tablet etc
  9. Support for front-line workers the resolve the issues remotely
  10. Facilitate end-users with mobile app
  11. Customized dashboard for different users to perform the best
  1. Give quick information to service managers for multiple processes
  2. Cross check the details of the identified incident against the error database and knowledge base
  3. Show the history and the resulted changes to IT environment
  4. Provide complete information about CI’s and relationships
  5. Provide a customizable dashboard to organize ‘Problem Management’ metrics
  6. Adherence to norms for secure hosting & encryption

Role of ITOM Service Provider:

Outsourcing ITOM services is a rising trend in the healthcare industry to improve competencies and profitability. ITOM guides the organizations in reducing operational expenses and improving performances. The cost-effective ITOM service providers identify the problematic issues, skill gaps, scope for improvement, and the feasible ways to achieve a sustainable growth rate. ITOM company audits the existing IT infrastructure and designs a roadmap to revamp the IT services by incorporating the required changes highlighted by data-driven metrics. The major roles and responsibilities of ITOM service provider include:

  1. Incorporate customized Predictive IT with AIOps:


  • Advanced analytics detects patterns, trends, and anomalies
  • The data-driven multivariate analysis enables proactive alerts for harmful incidents
  • Early-stage detection of anomalies through service behavior analysis
  • Custom dashboards facilitate to use cross-functional data as per requirement
  1. Optimize capacity and cost with data-driven automated actions


  • Metrics-driven optimized use of resources, applications, and services
  • Identification and elimination of under-provisioning and over-provisioning to reduce operational costs
  • Resource forecasting in line with varying demand
  • Automatic resizing of resources to justify performance requirements and cost
  1. Design an on-premises IT solution for event management & performance monitoring


  • Identification of the source of the event/ problem
  • Understanding the impact of an application on performance
  • Proactive communication with application owners, development teams, and IT services
  1. Automated security vulnerability management


  • Customized cloud environment to improve productivity
  • Reduced operational costs
  • Analysis of data gathered from vulnerability scanners & vulnerabilities mapping
  • Automated corrective action

Healthcare organizations are facing more complex challenges than ever before. Innovative consistently improving service management has become a must for patient-centered care; therefore, an ideal ITOM is no more an optional facility for a growth-oriented healthcare business. Customized IT operations management in healthcare industry not only improves the patient care quality but also contributes to the growth rate of the organization.


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