Zhejiang University Women's Hospital: Data-Driven IT Service Management Upgrade
Customer Background
The Women's Hospital, Zhejiang University School of Medicine (ZJU Women's Hospital) is a nationally renowned tertiary specialist hospital for obstetrics and gynecology. As informatization deepened, the hospital's information center faced issues such as scattered IT resource management, non-standardized ops processes, and lack of data support.
Approach
1. Digitalization of Information System Logical Framework
Established full software and hardware identification through CMDB, mapped the logical relationships of hospital information systems, and built a structured configuration management database, laying the foundation for subsequent monitoring and process management.
- 206 databases
- 55 middleware
- 54 host machines
- 718 virtual machines
- 238 switches
- 1 firewall
- 5 storage devices
2. Performance Monitoring Digitalization
Unified monitoring covers all IT resources, from network devices to databases, from virtualization platforms to storage systems, achieving full automated monitoring and timely detection of performance risks.
3. Ops Management Process Digitalization
Referring to ITIL 4 best practices, established two core processes: incident management and service request management. Incident management forms a "patrol + monitoring" closed loop; service request management ran in trial operation on July 18, 2023 through a unified service desk.
Results
Timely Detection of System Anomalies
A total of 37 system anomalies were detected, including 25 low-risk, 4 medium-risk, and 7 high-risk cases. Resolution rate was 100%, SLA compliance rate was 84%. Anomaly indicators dropped by 79.41%.
Quantified Service Support Analysis
From July 18 to November 2023, a total of 5,000 service support requests were processed, 40 high-frequency causes identified, and 28 common symptoms deposited, providing data support for continuous improvement.
Data Analysis Drives Improvement
Business system distribution, department proportion, on-site company workload, and SLA compliance rate are all quantitatively presented, making IT management work evidence-based and standard-aligned.
Value
Through three digitalizations (logical framework digitalization, performance monitoring digitalization, ops management process digitalization), ZJU Women\'s Hospital achieved an ops management transformation from "relying on experience" to "relying on data," laying a solid foundation for continuous improvement of hospital informatization.