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Pragmatic Application of Service Management: The Five Anchor Approach, 2nd Edition by Mark Thomas, Suzanne Van Hove

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CHAPTER 14: CASELET #10 – PLAN & USE RESOURCES

A metropolitan urgent care organization has 20 facilities located in a major city within the United States and has plans to open an additional 10 facilities in the surrounding suburbs. This organization is a result of two mergers within the last three years. Work to consolidate and standardize the technology architecture has been slow due to financial constraints. There is a central data centre that provides shared services for the entire enterprise but support services are inconsistent across all facilities.

Dedicated onsite IT staff teams support between three to five facilities based on patient volumes. IT employee turnover has been very high due to poor salaries, frustration with inconsistent ...

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