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