Since I’ve only worked in one health care environment (it being my current job), I’m trying to find the best way to build a category list for use in a ticketing system.  So far I’m following the thoughts that it’s going to be best to consider a health care service as a top level branch followed by a description of the Service failure.  I think it’s a great idea to consider Services in a category listing (I do not claim to have thought that one up myself), but how descriptive do we need to be when it comes to listing Services for a hospital?  This is where it’s important to know “The Business” for ITIL, because I’m essentially asking the question of “what is it that people do at the hospital?”  I can consider that they admit, transfer and discharge patients, chart information in the EMR, order diagnostics or treatments for patients, schedule appointments and even handle billing for patients.  So this may be the best place to start when it comes to building a category list.  Answer the question “what does the business do?” and go from there.

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Started working in IT in 1999 as a support desk analyst as a way to help pay for food during college. Studied Electrical Engineering for two years before realizing biochemistry was more fun than differential equations, and so ultimately graduated with a Biology degree in 2006. Having (reluctantly) failed at getting accepted into dental school, embraced working in IT and has gone broke becoming an ITIL Expert. Likes to jog, sing camp songs, quote Mel Brooks movie lines and make dumb jokes and loves working for an Israeli tech company where December 25th is a regular work day.