$1$This assignment is based on the attached case study $$ analyze the case before attempting to answer your assigned questions.

You have been app. Company Background

Good Health Hospitals $($GHH$)$ is a national private integrated health provider with a turnover of R$2$ billion. The company was made up by merging previously independent clinics and small hospitals $$ this consolidation tool place over a period on seven years and now have a presence in three of South Africa$$s biggest cities. The company offers the following services:

$$ Hospitals $($emergency departments, operating rooms, intensive care units, progressive care units and maternity units and hospital$-$based outpatient clinics$)$;

$$ Each hospital also operate between $3$ and $6$ rural critical in areas around the metropolitan center services;

$$ The company also recently started a Health insurance offering $($but due to regulatory requirements this is operated by a separate company $$ owned by GHH$)$ this company is not in scope for this exercise;

$$ Staff compliment is currently $2,000$ supplemented by contracted resources that provides supplementary services like building maintenance, cleaning, catering and ambulance services.

GHH realizes that IT systems now form such an important part of their business that then urgently need to define and implement a uniform approach to run and manage IT which until now was run using the approach used by each hospital that joined the group historically. The strategic decision made was to ensure that IT facilitate business outcomes and ensure that the groups mission to further expand can be done in an effective and cost efficient manner. Systems and applications supporting $($for example hospital functionality, insurance programs$)$ must be consolidated, streamlined, secure and take full advantage of technology enablers.

The board recently appointed a group CIO and all hospital IT managers now report directly to the CIO. The CIO and hospital IT managers agrees that a unified approach is needed and has and that an IT Service Management framework will be developed for the group based on current best practice and the unique context of the organization and the experience of key IT stakeholders.

During a strategic planning session the management group has identified the following strategic enablers that can be used as a basis for formulating the group$$s IT Service Management and delivery approach and also agreed on the values that will drive IT$$s approach to delivering and supporting IT services:

$$ Strategic enablers:

o People;

o Critical thinking;

o Innovation;

o Agility;

o Information Technology;

o Finance.

$$ Values:

o Excellence;

o Integrity;

M$.$Phil IT Governance $$RTSM$502$ IT Service Management Assignment $1$

P a g e $|2$

o Compassion;

o Teamwork;

o Respect.

There are currently several system$-$wide strategic initiatives, including:

$$ An effort to understand the group$$s legal and regulatory compliance requirements and how IT needs to underpin these requirements.

$$ Consolidate disparate IT systems and create a unified IT Service Catalogue with services used by all hospitals and clinics.

$$ The update and consolidation of patient record management and billing is the highest priority for the group as legal compliance regarding privacy of information and a consolidated view of group financial performance is currently the board$$s biggest concern

$$ Expand IT Service offerings to enable new business initiatives.

GHH is currently structured as follows:

CEO

Head of Hospital $($JHB$)$

same for all hospitals

Head of Hospital $($CTN$)$

same for all hospitals

Head of Hospital $($DBN$)$

Administration & HR

Accounting and IT

General Clinical Services

Compliance and internal audit

Office of the CFO

Office of the CIO

Office of Strategy & Policy

Group HR and Training

$1.$ Head$-$office function

The head office is located in the Durban hospital for historical reasons as this was the first hospital in the group.

Except for the head$-$office functions described in the Organogram, operational functions that supports the head office functions are performed by operational units in the Durban hospital.

$2.$ Office of Strategy and Policy $($OSP$)$

The OSP ensures that the corporate strategy is reflected in a corporate, hospital $($regional$)$ and in departmental planning. This office conducts market research and competitive analysis to ensure GHH remains on target for achieving national recognition as a health leader by $2025.$ The OSP is responsible for the development of annual goals and objectives and assesses their progress on a quarterly basis. This office works closely with the CEO and shareholders ensuring their vision and values are reflected appropriately.

This office oversees all strategic initiatives.

$3.$ Administration and Human Resources $($HR$)$

We will not discuss the Administration parts of this unit!

The Human Resource departments are key areas within GHH that was historically managed in each hospital but for two years now a central HR and Training department oversees off HR and People de