HSA 4191 Chapter Notes - Chapter 7: Capacity Management
Document Summary
Focuses on tactical methodologies that focus on ensuring that services are delivered as expected by the hit department"s customers. Purpose : to proactively review, with the hit department"s customers, the value of the services being delivered. Service-level management is operationalized via the establishment of service-level agreements (slas) between the hit department and specific sets of customers. The contents of a typical sla include the following: description of the services to be provided or a particular deliverable. E. g. , provide dual power and redundant server hosting services in the hospital"s central computer room: agreed on service house, description of the response times and resolution times for various scenarios. Resolve within two hours all pc support incidents categorized as urgent: description of service availability, security, and business continuity expectations, explicit articulation of customer responsibilities and hit department responsibilities, explicit articulation of critical business periods and exceptions.
