Through years of collaboration with leading NHS trusts and healthcare providers, Alemba has gained invaluable insights into the evolving IT challenges in this critical sector. Reflecting on 2024, we identify the key pain points healthcare organizations faced and explore how IT Service Management (ITSM) must adapt to thrive in 2025 and beyond. Here's how Alemba Service Manager is uniquely positioned to drive innovation and efficiency in healthcare IT.
In 2024, healthcare organizations grappled with intricate IT ecosystems, integrating Electronic Health Records (EHR), diagnostic systems, and administrative tools. Managing these interconnected systems often resulted in service interruptions and inefficiencies.
Alemba Service Manager simplifies IT management with an intuitive, code-free configuration. By streamlining workflows and automating routine tasks, our ITSM software reduces complexity and ensures smooth operation. Healthcare IT staff can quickly resolve issues, minimizing disruptions to patient care.
With growing regulatory scrutiny in 2024, healthcare providers faced increasing pressure to meet GDPR and HIPAA requirements. Ensuring compliance while managing IT services became a top priority.
Alemba Service Manager is PinkVERIFY™ certified for 19 processes, offering healthcare organizations peace of mind. Our ITSM software ensures that all service management activities meet industry standards, helping organizations stay compliant with minimal effort.
Budget constraints and staffing shortages continued to challenge healthcare IT departments in 2024.
Alemba’s ITSM solution offers a low total cost of ownership without compromising functionality. Our incident management solutions and enterprise workflow automation allow IT teams to do more with less, enabling healthcare organizations to optimize their resources.
In 2024, the lack of actionable ITSM reporting metrics hindered healthcare organizations from making data-driven decisions to improve service delivery.
Alemba Service Manager offers advanced ITSM reporting capabilities, enabling healthcare providers to generate comprehensive ITSM reports. These insights help identify bottlenecks, measure performance, and improve overall service quality.
Reporting dashboards in ASM
Fragmented IT systems continued to impede service efficiency in 2024. Without a unified ITSM tool, healthcare providers struggled to deliver seamless care.
Alemba’s ITSM platform ensures smooth integration across various healthcare systems. Whether it’s EHR, lab systems, or scheduling tools, Alemba Service Manager connects disparate systems, creating a unified and efficient IT environment.
Healthcare organizations like NHS Trusts increasingly rely on multiple ITSM systems, making seamless integration critical for efficient service delivery. In 2024, the need for unified ITSM tools became more evident as organizations sought to bridge gaps between disparate systems.
Alemba Service Manager integrates seamlessly with ServiceNow, creating a unified ITSM environment. Key features include incident synchronization, unified problem handling, and customizable field mapping. This streamlines workflows, reduces data entry, and lowers costs by eliminating additional license needs. Proven success with NHS Trusts highlights its effectiveness in bridging IT systems and improving service delivery.
Several NHS Trusts have successfully implemented Alemba’s ServiceNow integration to unify their IT environments, streamline workflows, and provide a single point of contact for all IT services. This approach allows them to outsource IT functions while maintaining complete visibility and control.
As we look ahead to 2025, Alemba is committed to addressing emerging challenges and leveraging new opportunities in healthcare IT. These include:
Alemba Service Manager has already proven its value in the healthcare sector. Here are some highlights from our satisfied customers:
Barts Health NHS Trust embarked on a long-term project to enhance the maturity of its IT processes, leveraging Alemba Service Manager to automate workflows, improve governance, and achieve over 15% improvement in SLA compliance. With a user base of 24,000 across five major hospitals, the Trust’s ICT team used ASM to streamline change and problem management, enhance portal adoption, and improve process visibility, culminating in INFRAM Level 6 accreditation.
"The work with Alemba has improved the service and the productivity of the team which supports our staff so they can get on with the job of looking after patients and not worrying about the technology."
Frimley Health NHS Foundation Trust modernized its ITSM platform to overcome outdated tools and immature processes. Alemba Service Manager enabled streamlined workflows, improved reporting, and enhanced collaboration with other departments like Facilities and HR.
"Alemba’s platform has been instrumental in overcoming our challenges and driving our digital transformation."
In a recent appearance on The ESM podcast with Xcession, Alemba Technical Account Manager Chris Forster highlighted several key challenges and trends in healthcare ITSM, along with actionable insights to help NHS organizations succeed.
On building a business case for ITSM in healthcare, Chris emphasized the importance of understanding organizational challenges, objectives, and budgets:
“The key thing is to really understand the challenges, objectives and ambitions...provide options at various different levels of budget...you can get some valuable solutions that are tailored to their unique needs.”
He also noted the growing trend of NHS organizations adopting service management practices in departments like Facilities, HR, and Accounts Payable to streamline workflows and improve efficiency.
On streamlining employee onboarding, Chris pointed out the need for automation:
“One of the challenges to begin with is knowing a new employee is coming...making the process as seamless as possible because it involves so many departments across a massive workforce.”
Regarding customer and user experience, Chris stressed the value of alternative feedback mechanisms:
“There are various statistics and metrics you can evaluate...you might uncover blockages within the experience and find opportunities for improvement.”
On SLAs, he observed that many organizations lack true customer agreements:
“It’s surprising how many organisations haven’t got the ‘A’ part of SLAs – they’ve got service levels but no agreement with the customer about it.”
Looking ahead, Chris predicted further collaboration and integration across NHS trusts and systems, increased investment in digital tools like electronic patient records, and a focus on security and data analytics. He also noted the growing role of AI in healthcare ITSM:
“AI is evolving so fast...but use cases need to be well thought out, especially considering the sensitive data involved.”
Listen to the full podcast episode here.
Reflecting on 2024’s challenges, it’s clear that healthcare IT requires adaptable, efficient, and compliant solutions. Alemba Service Manager offers a powerful ITSM platform to overcome these challenges and prepare healthcare organizations for the future. With proven success in leading NHS trusts, our ITSM software is the partner healthcare providers need to thrive in 2025 and beyond.
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