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Session Code: BRE3159
Presenter(s): Dan Williamson, Kristy Ewton, Tracy Tallman
Company(s): ServiceNow, HCA Inc, HCA
Abstract: At HCA Healthcare, Nurse Issue Resolution transcends the standard IT Service Management (ITSM) world. This initiative, and various other projects, sparked a need for the Service Management Organization to holistically look at enterprise issue tracking and reporting and not just through the lens of IT. For Nurse Issue Resolution, the Enterprise Service Management (ESM) team assists with proposing solutions for clinical staff within our organization. ESM works by consulting with IT, clinicians, and additional ancillary departments to meet clinicians, in their workflow, by providing a single solution and allowing closed-loop updates, issue trending, and communications.
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