Sichuan Cancer Hospital: Full-Process ITSM Implementation Practice
Customer Background
Sichuan Cancer Hospital (Institute) · Sichuan Provincial Cancer Prevention and Treatment Center · Affiliated Cancer Hospital of University of Electronic Science and Technology of China, founded in 1979, is the largest, most advanced, and best-equipped tertiary class A cancer specialty hospital and research institute in western China, integrating cancer prevention, treatment, rehabilitation, research, and teaching. In 2022, with the improvement of management requirements and standards, the hospital's information department fully adopted NI-System v7.0 5.0 to implement its management needs.
User Goals
- Establish and improve management mechanisms and roles
- Coordinate data planning, implement management processes and standards in batches, and drive management improvement with data
- Use informatization and digitalization to comprehensively analyze automated and management data, prevent incidents, and control risks
Implementation Content
Since fully adopting NI-System v7.0 on November 24, 2022, the information department has implemented the following management modules in batches, covering the entire process from configuration to processes, and from automation to collaboration:
- Configuration Management: Establish a CMDB to coordinate software and hardware resource data
- Business Monitoring: Business system management for visual business runtime status
- Port Monitoring: Port management to monitor key port connectivity and anomalies
- Automated Monitoring: Automated patrol and monitoring to detect risks in time
- Topology View: Network topology presentation to clarify resource relationships
- Patrol: Regular patrols to form a routine inspection mechanism
- Tasks: Task management to track daily ops work
- On-Duty: Duty management to standardize role handover
- Incident Management: Closed-loop incident process, traceable from detection to resolution
- Service Request: Service request process with unified service desk intake
- Change Management: Change process to control risks and standardize implementation
- Problem Management: Problem process aimed at continuous improvement
Key Scenarios
1. Unified IT Management Platform
Unified automated management of IT equipment and daily business management, achieving unified vertical data structure from business to systems to technology, and horizontal connectivity of information flow from business departments to service desk to technical support.
2. Professional Roles & Handling Mechanisms
Established professional roles such as dedicated service desk, process administrator, and change advisory board, and improved mechanisms for incident review, rapid service request handling, standard handling, on-duty handling, and role handover.
3. Data Analysis Meetings Drive Improvement
Based on comprehensive data from NI-System v7.0, established data analysis meetings to form a problem management system aimed at continuous improvement.
4. Platform Integration & Real-time Communication
Integrated and linked with other existing platforms to achieve automated monitoring and real-time communication; established simple and effective communication mechanisms with business departments through informatization, reducing blind spots and improving efficiency.
Results
Through continuous consulting and services from Hanyuan Wangzhi, the information department has achieved expected management goals: sound management mechanisms, standardized process implementation, data-driven improvement, and significantly enhanced ability to prevent incidents and control risks.
Value & Outlook
In the third year of service to the information department of Sichuan Cancer Hospital, in 2024, the user and NI-System v7.0 set new management goals and planned a long-term strategy for seamless upgrade to NI-System v7.0 7.0. Hanyuan will continue to deliver value to customers and grow together with them.