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Affecting Factors on ITIL-Based Health IT Service Management (Tehran University of Medical Sciences, Tehran, IR Iran)


Fateme Haji Ali Asgari, Seyed Habibollah Tabatabaeian,Mohammad Reza Taghva, Farid Abolhassani


Vol. 17  No. 5  pp. 312-319


Background: Today, health care is supported by new technologies, namely health electronic records. Health electronic records are considered as electronic health care’s streams, key element in patient care improvement and support of taken decisions. Although this is a very useful and effective development in providing services evidences have shown that these systems are faced with problems to run. Objectives: The aim of this study is to identify affecting factors and risk factors on IT service management in health-oriented organization based on ITIL framework. Methods: This is an applied and descriptive research in terms of nature. The study sample in index determining stage included IT management academic experts fluent in ITIL and in case study include experts and elites of health care centers of Tehran University of Medical Sciences. After a review of research literatures and maturity models of health IT services and extracting dimensions and effecting factors, opinions of academic experts finally we tested the extracted factors. Results: The results indicated that the components of the maturity of IT services based on ITIL framework in two dimensions of delivery and support of IT service management include financial management, configuration management, capacity management, problem management, incident management, change management, service continuity management, access management, service desk, service level management and release management. The research tool is questionnaire and SMART-PLS software was used for factor analysis. Conclusions: The results showed that the configuration management process and related indicators along with financial management and release in IT, both are the most influential factors on IT services management in health-based organizations. Then, in order to apply effective factors in health care centers necessary solutions are provided.


Service Delivery Service Support Maturity Model ITIL Framework Health IT Service Management