Session ID: 

Overhauling Information and Technology Service Delivery: A Success Story

11:30am - 12:30pm Thursday, February 14
Orlando - Orange County Convention Center


The information services (IS) team at the University of Illinois Hospital and Health Sciences System (UI Health) was challenged by the executive team to improve customer service, to incorporate service delivery standardization, to simplify processes, to improve transparency, and to implement best practice ITIL workflows. Accepting the challenge from the Executive Team, over the course of many months the IS department embarked on a process to completely overhaul the service delivery program. During the course of this program, we struggled with how to change the IS department culture from an old “help desk” paradigm to an integrated, service-oriented culture. We found that we needed to do a complete process re-design, embracing transparency, implementing best practice workflows, and overall simplifying and standardizing. During this program implementation, the group worked to overcome many preconceived notions by the department, including a mindset of “this is how we’ve always done it.”

Learning Objectives: 

  • Describe the key aspects of a service delivery improvement project
  • State the benefits of focusing on process first and ensuring stakeholder inclusivity
  • Define the future state workflows for incident, change, problem, knowledge, and request management
  • Describe the approach used to assess department readiness to transition to the new future state workflows
  • List the outcomes of the implementation, focusing on the associated metrics and dashboards for service delivery improvement


Chief Information Officer,
University of Illinois Hospital
Director, IS Planning and PMO,
University of Illinois Hospital


IT Professional
Project Manager