NCI implemented ITSM through ServiceNow to generate data from every IT activity, from service requests for new monitors to system outages. ITSM enables the IT team to have a bird’s eye view of these activities. For example, if they notice multiple incident reports on the Outlook email platform, they can determine that this is not a system problem, but the latest upgrade that caused the user to trip, and initiate appropriate messaging and training.
Shilling said the NCI team uses data to reduce the number of incident reports and improve efficiency. ITSM has developed a roadmap to show IT experts the difficulties and problems they may encounter on certain routes, so they can find the best way to reach their destination.
He said: “This allows me to change the business because we are now measuring everything we do.”
Greg Rankin, director of the Service Management Office of the Department of Veterans Affairs, said this is the main advantage of ITSM. “It turns data into information, information into knowledge, and knowledge into action.”
ITSM will not perform IT work for agents. It simply provides metrics and analysis to help organizations deploy their IT experts most effectively.
Kris Torgerson, chief information officer and director of information technology services at Oak Ridge National Laboratory, said: “The solution to this problem still belongs to humans, that is, smart people.”
explore: How can the ServiceNow method help your agents?
IT support is essential for complex government work
NCI is part of the National Institutes of Health and is affiliated to the Department of Health and Human Services. Its approximately 9,000 employees provide support for scientific research in the treatment and prevention of cancer. This is a complex task involving months or even years of information collection and analysis.
Shilling said IT support is critical because NCI’s work increasingly involves machines that generate terabytes of data, such as PET scanners and other imaging systems. If IT staff are not familiar with a particular scientific system, ITSM can enable them to insert its serial number and look up equipment specifications and support history, so scientists do not need to hire external technicians to run it.
Schilling said: “As a chief information officer, I want every penny to be spent on research.” “If scientists buy a new radiography machine, I don’t want them to have to hire technicians to bring the radiography machine online. They can come and find it. we.”
NCI has set up a digital service center through ITSM. The digital structure can handle activities, including administrative tasks, such as employee promotion or scientists must complete research to receive research funding.
Shilling said: “We really want to change NCI’s IT model from a technology model to a service model.”
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