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One of areas we've been pushing our service owners in is to validate their service, not just assume. While we've done a fairly good job at estimating the needs of the business. I can't say we've nailed it.


The article below shares a simple ways we can validate our IT services with our customers/partners. It doesn't always just have to be a straight up question. Getting creative can engage clinicians and business teams in unique ways that peaks curiosity in our TBM efforts. 


Get Creative With Your B2B Experiments — Strategyzer 


Whenever a service owner or I have ran these "experiments" we've always had a good response. It builds relationships and it opens a dialogue that is sometimes hard to start. Just this week I had two "customers" comment on how much they appreciated providing input and being heard. Such a simple process that yields a strong result.


What type of tests or experiences have you found helpful with your clinicians and business teams? 

Dear TBM Council Virtual Healthcare Work group,

I just wanted to reach out to the work group and see if there was anyone heading to the ServiceNow Knowledge 18 conference coming up in early May?


I am planning on attending and was just curious if there are others heading that way.

If so I'd like to meet up and learn more about the work group since I am a newbie to the group. :-)


Scott Tabor, IT Service Delivery Manager (TBM Newbie)
Mayo Clinic


What's coming in healthcare?

Posted by swmorley Jan 26, 2018

So I read an interesting article this morning that I wanted to share. It's based on a survey from Deloitte on where several top health system CEOs see the industry moving in the future.



Deloitte 2017 survey of US health system CEOs: Moving forward in an uncertain environment - Modern Healthcare 


As I read the article, I couldn't help but think about how the work each of us is engaged in might help us navigate toward the future. Two specific things came to mind. The first is providing transparency and agility to help with decisions, specifically around investing and determining what holds value. Second, and tied closely to the first, is helping to better align IT to customer needs.


Transparency is at the core of TBM. We help illuminate the value various opportunities IT brings to our organizations, both from a cost and qualitative perspective. In turn, this helps our organizations where to invest and where to digress. With technology becoming a more core component of healthcare delivery, the value our teams bring should only increase as we support the many technology decisions our organizations will face.


One of the core fundamentals of implementing TBM is helping each service understand who their customers are. Understanding this alignment is crucial to ensuring the proper communication and demand management channels are in place. I personally love using the Business Model Canvas (more here) for this exercise. It has helped us become more focused on the core needs of our customers. Cutting out the fluff and redundancy where possible.


I know we talked about this at the conference, but I'm curious what each of you see as the future of healthcare. What are the big challenges your organizations are facing and what role do you see technology planing in making that future a reality?

All members of the healthcare workgroup are invited to attend our first in-person meeting at TBM Conference 2017. The group will meet on Monday, November 6 from 10 a.m. PST - 12 p.m. PST.  Register for the conference to save your seat. Sign-up here: 


Here is a brief overview of our session on the 6th:


Healthcare Workgroup – The State of Healthcare and TBM

With the continuous evolution of the healthcare industry and the growing strategic role IT will play in driving business results, Technology Business Management (TBM) plays a pivotal role in establishing the value of IT within our health system providers and payer organizations to strengthen IT’s organizational effectiveness. Join this workgroup session to hear a panel of leading TBM healthcare professionals discuss the changing industry and how TBM enables them to properly align IT dollars to the initiatives their organizations need most and advance areas in innovation and digital strategy. Along with the panel, attendees will have the opportunity to hear recommendations and provide feedback on a healthcare provider-specific service catalog. The goal of establishing this service catalog is to create standard clinical services for benchmarking purposes for the healthcare provider industry.


Members can go ahead and provide comments and feedback regarding the proposed services names for Clinical Services here - Feedback Needed: Clinical Services Proposed Services Names  

As we get ready to kick off the Council's healthcare workgroup, I can't help but think about the complexities and challenges healthcare IT leaders are facing today. From the uncertainty surrounding the Affordable Care Act to declining reimbursements to ever more sophisticated security and privacy threats, the pressures you face are daunting. I'm hoping that we can, as a group, explore how TBM might help address them.


So, before we kick things off, I thought I'd share a few thoughts on how TBM might help you address some of the biggest challenges in your industry:


  • Declining Reimbursements: Never before has there been a greater need for health providers to leverage technology to improve healthcare efficiency and outcomes. TBM can help by identifying IT waste and inefficiencies, such as quantifying the cost of excess capacity in storage or compute infrastructures or identifying labor spent on low-priority applications. Furthermore, by improving the accountability for infrastructure spending, TBM can help reduce demand and further optimize costs without a perceived decrease in service quality.
    • Question: How do you think TBM will help you optimize IT costs? Can TBM help you optimize the cost of providing healthcare?
  • Healthcare Innovation: Speaking of portfolio management, healthcare providers are increasingly investing in a broader portfolio of innovation. These include priorities such as electronic medical records (EMR), data analytics (population health, clinical, operational), telehealth technology and more. TBM helps by reporting on such spending and providing an easier means for connecting IT resources (e.g., infrastructure, people, external services) to healthcare services. As a result, healthcare leaders can use TBM to evaluate IT as a portfolio of investments and direct both CapEx and OpEx to where it will do the most good.
    • Question: How are you using TBM to manage your IT as a portfolio? What are the "dimensions" of your portfolio (e.g., run/grow/transform)? What goals are set for your portfolio?
  • Information Security and Privacy: In healthcare, a cyberattack can do more than just impair trust or result in fines or other penalties, it can impact patient health. As the "attack surface" expands with more health data, active medical devices, power and environmental controls and other systems, the need for strong asset management practices increases. Fortunately, TBM emphasizes asset management hygiene by often highlighting poor asset data used in the TBM model. By improving both accountability for asset data and the costs of acquiring and maintaining them, TBM often drives a virtuous cycle of asset data quality. In turn, this helps security teams and asset owners better understand their assets and vulnerabilities and prioritize remediation. Furthermore, TBM can clarify existing spending on security, sometimes revealing inadequate coverage.
    • Question: How are you using TBM to improve asset data quality? Are you measuring infosec spending? If so, how?
  • Cloud Adoption: Healthcare CIOs often cite public cloud adoption as a high priority. Sometimes, this is driven by the desire for improved speed to market, potentially lower costs, improved security, and freeing up mindshare to focus on more important priorities than infrastructure and platforms. TBM helps govern the usage of public cloud by driving accountability for spending and consumption. It can also be used to highlight areas for improvement, such as development environments and poorly utilization applications. 
    • Question: Are you adopting public cloud? If so, how are you using TBM to govern adoption?


These are just a few areas for us to consider in our discussions as a workgroup. I'd love to hear what other major challenges you're seeing for today's healthcare IT leaders and how you think TBM can help.

We were thrilled to launch the TBM Council virtual healthcare workgroup this past month.  Here is a quick look at some of our highlights from March 2017.


Member Growth

The group currently has 25 members. We heard from multiple members that it will be helpful to have an updated contact list that consists of member’s names and emails. This list will be launched in early April.


Topics of Interest

Here are a few topics we will cover in the upcoming months:

  • Defining IT services. How are others determining these definitions? 
  • Defining IT costs, specifically defining what is IT vs. BioMed
  • Experiences with adopting Taxonomy 2.0
  • Lessons learned from TBM implementation
  • How does TBM support keeping costs down (administrative and medical costs)?


Please continue to update the group with topics you hope to cover over the next year.


Have some insight you want to contribute to one of more of these topics? You can post your feedback in the discussion section or write a workgroup blog.


March Blog

Positioning Healthcare for the Future by Steve Morley, Intermountain Healthcare


Healthcare in the News

International Women's Day: A time to applaud Women in Health IT

The Potential for Blockchain to Transform Electronic Health Records

Risk-Based Cybersecurity Approach Key in HHS IT Strategic Plan

Poorly implemented IT systems lead to medication errors

UC Davis tracks 18 years of telemedicine and finds benefits beyond the bottom line


Interested in receiving the latest workgroup news and updates directly to your inbox? Make sure to check the Inbox option under your Following settings.

We're back!
After a brief intermission the TBM Healthcare workgroup is back. I know we at Intermountain Healthcare are excited to participate and learn from each of you once again.
Like many of you, our organization has seen several impacts from the Affordable Care Act (ACA), and we’re also currently on the population health and telehealth journeys like so many of you. As an integrated health system, our payer organization is also working through the changes the ACA has or might bring to healthcare. It's been a challenging adjustment that we continue to work through and will continue to be as the legislature decides about repeal and replace. So what's next? How can technology help support and drive the appropriate healthcare  required to meet the needs of the populations our organizations serve?
You and I are here because we believe the principles behind Technology Business Management will help our organizations succeed in the effective use of technology. Some of us are just learning about TBM principles; others are more advanced in their practices. Wherever you and your organization are at with TBM, we can all share ideas and concepts to support one another. Especially as we look at exploring healthcare specific challenges.
As we consider what we can accomplish as a workgroup, a few initial ideas come to mind: 
  • Service Library for Healthcare

Are there a core set of services for provider and payer organizations? How do we represent new delivery models such as Population Health and Telehealth?


  • Who are the customer of IT? (hospitals, clinics, insurance, enterprise clinical services, etc.)

Some may not have this challenge. Others may have a challenge around representing both clinical care areas and geographic based business units. How do we create transparency and shape demand for both customer segments?


  • CIO Dashboard

What healthcare specific measures do our CIOs want to see? What initiatives are top of mind? Could we build a starting point for all organizations in this industry to draw from?


  • Benchmarks

What are the core metrics we want to measure and compare? How do we facilitate learning and best practices among ourselves so we can help each other improve how we deliver technology to the businesses we serve?

What do you hope to gain from this workgroup? What can we work on together to help transform the way healthcare is delivered given our roles in IT?