Session ID: 

Adapting an Information Technology Infrastructure Library (ITIL) for Effective Telehealth Service Management

1:00pm - 2:00pm Wednesday, February 13
Orlando - Orange County Convention Center


Health systems are struggling to integrate telehealth into enterprise-level care delivery. While some individual telehealth programs have demonstrated successful pilots, few healthcare systems have experienced the integration of a robust number of specialties developed and scaled for effective telehealth delivery. As telehealth adoption is beginning to shift to the late majority, providers and systems are challenged by the complexities of telehealth service development and implementation. While many resources are available to assist with telehealth policy and technology, information on actual telehealth service development and implementation is scarce. At the Medical University of South Carolina (“MUSC Health”), the Center for Telehealth leveraged ITIL (Information Technology Infrastructure Library), a non-proprietary framework designed for IT service providers, for the successful development, implementation and sustainability of telehealth services.

Learning Objectives: 

  • Recognize the complex factors that challenge effective telehealth service development, implementation and sustainability
  • Describe the five phases of MUSC's telehealth service management framework
  • Identify key elements that contribute to a successful, sustainable telehealth service
  • Explain how the RACI Matrix is applied to telehealth service management


Assistant Professor, Healthcare Leadership and Management ,
Medical University of South Carolina
Administrator of Telehealth,
Medical University of South Carolina


Chief Quality, Chief Clin Transformation Officer