Service Design

We have begun to implement certain aspects of ITIL here at AMPATH. So far we are implementing a new service desk and we have started focusing on the ITIL concept of Service Design. Service Design is a way of designing IT services for our end-users as well as our stakeholders. The goal is to deliver a cost-effective, flexible, efficient, and usable service from the point of view our end-users and stakeholders (our “customers”). The outcome of Service Design is something that the project development team can take and begin to implement.

This is new to everyone at AMPATH and though we have a good sense of what we want to do, we do expect to make a number of mistakes along the way.  The plan is to constantly evaluate our Service Design implementation and refine things as we go. This is a process.*

* I have read that some people criticize ITIL as being too rigid. I disagree and find the counter to this argument to be more in tune with our approach.  The counter-argument states that ITIL is simply a set of best practices that each organization should tailor to their needs.  ITIL is a set of guidelines and not something carved in stone.

To achieve our ends, Service Design requires that our ISC group work closely with our “customers” to develop the IT service. We must understand exactly what they need, their requirements and we must do so in their language and not the language of IT. The process is based on developing relationships and fostering good communication. It is critical that both sides understand the expectations from the start and through out the entire service lifecycle.

The first real service to be developed using this model will support the AMPATH Nutrition Program.* We held our first real "Service Design" meeting today and I think it was a shock to Nutrition folks. When we explained to them that we will be working for them, they really seemed flabbergasted and had a hard time fully understanding exactly what we were saying. I honestly don't believe anyone has ever approached their group in such a way, we explained that we really need to understand their needs from their point of view and that this was critical to provide them with a service that they could actually use.

* The nutrition program helps provide food for qualified AMPATH patients. The program manages food inventory, distribution, and delivery. The program is actually a part of clinical care here at AMPATH. 

It was a little amusing and made me think about how projects (not just IT projects) are developed and delivered.* How often do we actually take into consideration the end-user'a wants and needs.** I think back to other projects I have been involved with and how often we worked with the end-users during the design and development process. Truth is, we did not spend enough time.

* It also reminded me of some good friends of mine and their experiences in having their house built. It seems that they were not qualified to know what they wanted. The architects however were more experienced in such things.

** This takes me back a bit to my previous conversation with the Director. He wants the EHR that we have developed at AMPATH at his hospital. I wonder how many of the medical professionals want it and how many would use it if they were not part of the implementation process.