MARTIN LUETHI • FOUNDER • MOBILITYSTREAM • @MOBILITYSTREAM
Mobile Change Management and Support Workflows with JIRA
C H A N G E M A N A G E M E N T
C H A L L E N G E S I N H E A LT H C A R E
P R O C E S S
R E S U LT S
Agenda
Protected Health Information (PHI)
Compliance: HIPAA, SOC,
HITRUST
Slow Adoption of Cloud Technology
Challenges in Healthcare
44
ITIL CHANGE MANGEMENT DEFINITION
The goal of the change management process is to ensure that standardized methods and
procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change-related incidents upon service
quality, and consequently improve the day-to-day operations of the organization.
Change Management
Quality
Speed
ProcessClear, repeatable, auditable, and traceable process with documented approval chain.
Fast response, no delays for approvals of urgent change requests, prioritized by type.
Defined process with quality outcome, no negative impact on Service Level.
Draft Waiting for Approval
Denied
Group of Change Request Approver - “Change Control Board”
Approved
?
Problem 1
Problem 2
Problem 3
• Change Requests stuck in “Waiting for Approval” status, not approved on time.
• JIRA e-mail notifications were generally completely ignored.
Problem 1
Problem 2
Problem 3
• Protected Health Information was “creeping” into the system although not permitted by policy.
• JIRA accessible via public network.
Problem 1
Problem 2
Problem 3
• Change Requests not truly reflecting reality, approval dates incorrect, approved after the fact, resulting in little trust in process.
• Incorrect timestamps problematic during audits.
Mobile Notifications and Approvals
Speed up workflow
Secure internal systems
Disabling public access and use MDM system
JIRA
Corporate Network
Public Network
Push Notification
Notification
Callout
Issue Detail
Actions
SLAs
Detail
Comments
Passed SOC2 Type 2 audit and several on-site
client audits
Thank you!
MARTIN LUETHI • FOUNDER • MOBILITYSTREAM • @MOBILITYSTREAM