| | APRIL 201819CIOReviewBy Michael Reagin, Corporate VP & CIO , Sentara HealthcareAs with many organizations, IT plays an important role in optimizing cost efficiency and enabling ongoing growth. Service Management is an essential philosophy that aligns all facets of technology management and delivery to business strategy. Behind the scenes, IT organizational structures must be customer-centric rather than focused on the needs the IT departments. The traditional IT structure compartmentalizes infrastructure and applications as key pillars with each of these pillars having several connecting points within the business, representing an entry into IT for issues, requests, status, projects and decisions. Furthermore, personnel within the traditional IT organization have many roles, including continuous service management, relationship building and project management. This model begins to break down as organizations grow larger and/or when serving a variety of customers. Organizational models that encourage and build efficient, scalable and predictable capabilities are what IT organization need in order to be successful. Our organization structure has created a system that supports these capabilities and represents four basic elements: Relate, Innovate, Run and Process. Achieving New CapabilitiesThis new model allows the Sentara Healthcare IT team to focus and specialize in these capabilities. RELATE - The Relate function is designed to have business relationship managers (BRM) who act as advisors to the business, bringing new ideas and advising on how IT can best support their needs. A BRM acts as the single point of contact, sharing status reports, updating project timelines and developing IT operational DESIGNING THE IT ORGANIZATION FOR SERVICE MANAGEMENT Michael Reagin
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