Using ITSM Beyond IT Can Increase ROI: Dartmouth-Hitchcock Medical Center

Cloud & Services CxO Governance Home IT Asset Management

by | February 26, 2016

Perhaps the biggest misconception about IT Service Management software is that it’s only for the IT department. That’s not true, and we have proven it at Dartmouth-Hitchcock. We have more than 9,000 employees, including physicians, nurses, caregivers, and staff. We’re responsible for the healthcare of a 1.9 million patient population, which obviously comes with significant pressure to provide a variety of services quickly and efficiently.

Cherwell’s Service Management solution helps us simplify how we track and manage resources throughout the organization. One very important group using Cherwell at our hospital is the Hospital Dispatch Team. This team is part of our supply chain operations and their key role is distributing essential supplies and equipment to different care units in the hospital. When we first became involved in this project, they were using an old system (Windows SQL 2003) that was reaching end-of-life. Since the dispatch team plays such a critical role in overall patient care, they knew they had to move away from the old system and find something new. They informed me of their dilemma and the first solution that came to mind was Cherwell. I shared the possibility with their leadership and we agreed to make it work for them.



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