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12-18-2022 07:03 AM
My organization is in the process of revamping our Service Catalog as we have recently introduce Demand Management, PPM, and the suite of SPM. Before these apps were deployed, some Service Catalog entries were created that now would better align as strategic requests (demands) that would eventually become projects, enhancements, or agile artifacts.
As we begin this clean up, I’m wondering if there other healthcare organizations that are using Epic Systems’ EHR that would be willing to share examples of Epic requests that they are initiating as Service Requests. While access and training requests are certainly examples, curious what other Epic based Service Catalog items you use (eg BPA requests, Flowsheet adds/edits, etc, or do you classify these as product enhancements/changes)?
Thank you!
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12-18-2022 12:08 PM
Our Epic team has about 300 catalog items in support of the EHR which is Epic and other health application systems. The team found that having a well-built catalog keeps the routine support requests flowing and prevents the demand\project lifecycle from holding up routine support and small enhancements (less than 40 hours). All catalog items have SLA's and estimated labor effort. They work very hard on their catalog items and many have been refined over the past few years. Two years ago we trained 20 citizen builders outside of the ServiceNow team to create and maintain their own catalog items. This includes building dynamic forms, workflows, and the ability to use an integration hub for data flow and automation.
I did a quick extract to PDF for you to see our current active items in this space.
I would be willing as well to pull together a short meeting and invite our epic catalog builders and other folks from the epic team to share.
Ryan
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12-20-2022 04:27 AM - edited 12-20-2022 04:29 AM
@RyanAshline, our Director of the architect group in IS noticed your post, and we will join your hosted call on the 4th. I was curious if Loma Linda is still using an agile/scrum product enhancement workflow. If so, do your application teams (Epic, etc.) do both service operations and development work? This is an interesting nut to crack since many traditional development shops embrace DevOps but with two distinct teams (one doing the operational KTLO and Incident Management work while the other deploys and enhances the products and services). Our teams do both, introducing capacity planning challenges for teams with much KTLO/transactional work. An example would be Cadence/scheduling work on the Epic side. We also have teams on the opposite side, like Clinical Documentation, where most everything goes through a governance process and is delivered via enhancement or the demand/project. We are currently releasing a Service Now dashboard to illuminate all the work across Story/Catalog Request (task)/Incident/Project to give the IT Manager a lens to see what "normal" for their teams looks like. They can then use this information to help right-size their teams and develop more streamlined ways to manage upskilling and allocation between the different streams of work that hit each team.
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12-20-2022 06:32 AM
That would be fantastic.
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01-04-2023 05:41 AM
Hi Ryan, I see our Inova team is meeting with you today - looking forward to learning from you!
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02-03-2025 12:17 PM
Where do your physician/nursing informatics team sit in the workflow for your Epic Catalog? Do they submit the Epic catalog items or are they part of the catalog item workflow with a task being assigned to them?
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12-19-2022 08:01 AM
Good Morning all,
There looks to be a lot of interest in this and I am happy to share what Loma Linda University Health does with our Epic Service Catalog. It's not perfect and has its flaws but it's what we have in place today.
Let me find an hour slot after the holidays to create a group meeting. I'll invite one of our Epic team members who is also a ServiceNow Catalog Citizen Builder. We can show our portal and browse through the catalog, let our builder share the epic's team approach but spend most of the time just sharing and answering questions where we can learn from each other.
Ryan
