ITIL Case Study-Service Transition and Service Operations
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Asklepios: iET ITSM deployed to ensure reliable
operation of Asklepios clinics’ IT systems
True to its vision: ‘United for Health’, Asklepios focuses primarily on people and cutting-
edge medicine. It has more than 130 clinics and healthcare institutions which
accommodate more than 26,000 beds, and employs around 44,000 staff who help it post a
total annual turnover of EUR 2.5 billion (2011). Asklepios has evolved over the last 25
years into one of the three largest private hospital and healthcare institution operators in
Germany. This top-class performance is also down to the reliable, sustainable operation of
its entire IT infrastructure. For this reason the hospital operator introduced iET ITSM, which
supports 11 IT service processes.
C A S E S T U D Y
Special requirements of the
The Asklepios Group’s IT department,
located in Hamburg, deals with three main
areas of activity. It develops and
implements the Group’s IT Strategy. It is
also re spon sible for operating the cluster,
which is the biggest healthcare cluster,
covering six clinics and more than 10,000
em ploy ees. Another of the IT department’s
tasks is to run all centralized systems,
including commercial and clinical
applications, as well as e and Internet.
The Group IT department is supported by
local IT departments in all the regional
The Asklepios data centre is ISO 27001
certified and must also comply with the new
EN 80001 standard. Special requirements
in terms of security and data protection
apply in the healthcare sector, which have
also been defined in this standard. Medical
practice is seeing an ever-growing number
of medical products being integrated into
IT networks; the EN 80001 standard
specifies tasks, responsibilities and
activities so that the risk management of IT
networks involving medical products is safe
and efficient, as well as ensuring data and
The clinics’ IT components must always
conform to the ongoing system operation in
terms of safety compliance and trouble-free
performance. This involves securely
monitoring the whole IT environ ment.
A monitor must not suddenly fail during an
operation and the transfer of data and
alarms must not be interrupted. This places
stringent require ments on change, release
and configuration management.
Consequently, Asklepios attaches as much
value to the quality management of its IT
system as to treating its patients. All clinics
and institutions are subject to internal
quality management, which is constantly
used to help ensure that the best possible
range of medical services and processes is
provided. The company is working towards
ISO/IEC 20000 certification in the IT sector.
2013 is the date when certifi cation should
be achieved for the service management
system supported by iET ITSM for all 250
services described in the service catalogue.
Transparency and Quality
The Group IT department used to use a
proprietary ticketing tool for incident
management, which ran under Lotus.
Change and problem management was
covered using SharePoint services. The
lack of integration between the two
processes was causing considerable
Process performance could not be
measured and no improvements could be
made. These reasons led the Group IT
department to redefine its processes and to
T h e S o l u T i o n aT a G l a n c e
u Integrated solution for 11 ITSM
u Integration of the SCOM and SCCM
into the CMDB
u Integration of iET CMDB Intelligence
u Applications for licence and quality
u Dashboards for displaying the key
data clearly on a daily, weekly and
u Approximately 250 changes and
releases per week
u Around 4,000 incidents and service
requests per month
u Licenses for 70 concurrent users
look for an IT Service Management (ITSM)
solution that could offer them the best support.
Extensive process integration
Asklepios deploys iET ITSM for its entire
IT service management and models the
following 11 processes in an integrated
The service desk responsible for the whole
of Germany handles approximately 4,000
incidents per month, split roughly between
50% faults and 50% service requests.
Since iET ITSM has been implemented, the
rate for resolving incidents first time has
risen from 40% to 55%, while the number of
unresolved incidents has been reduced by
There is a self-service facility available for
customers to relieve the strain on the
service desk, which they can use to enter
incidents and track their resolution.
Stephan Welz, Head of IT Change
Management in the Asklepios Group IT
department, appreciates the adaptability of
iET ITSM: “We wanted to set up the ‘major
incident’ category in iET ITSM to allow us to
offer even more customer service options.
We managed to implement this ITIL
recom men dation quickly and easily.
If necessary, we can now give an early
warning to poten tially affected users. This is
effective if several users report the same
problem, such as a server service that is
down. Once the fault has been remedied,
all users are automa tically informed again.”
Problem Management and
Known Error Database
Integration with incident management
means that incidents are processed more
quickly and this improves the rate of
resolving them first time.
Even bigger releases are controlled by the
Group IT department using change
management where they are created as
projects. Stephan Welz is very excited by
the action management feature in this
process: “The action management function
in iET ITSM is brilliant! All the other tools
that I’m familiar with control the planning,
distribution and execution of individual
tasks via email. In iET ITSM the action
management feature allows you to create in
a simple manner action plans for proces sing
tasks and authorisations. It is much easier
to understand and reduces email traffic
considerably.” Stephan Welz appreciates
the uncomplicated way of using this feature
and the somewhat less “formalized”
approach of the change management
Release & Deployment Management
This application is mainly used for planning
and implementing software distribution.
Service Catalogue Management
The service catalogue is a key component
of the Asklepios service management
system. All 250 services offered by the
Group IT department are clearly presented
in the service catalogue and linked with the
appropriate service level agreements. The
processes are assigned to the services.
The service tree in iET ITSM has been split
into two levels. The top level provides the
business view, while the level below it
provides the IT view to:
u the first level is made up of business
processes in the clinical environment
based on the clinical pathway
u the second level displays the IT products
being offered in the form of services
New services, changes to and the removal
of services are created and processed as
actions in change management. This
ensures that the service catalogue is
always up to date.
Listing all the services in the service
catalogue also makes service reporting to
the customer easier for Asklepios, as well
as the assessment of services in service
C A S E S T U D Y
B e n e f i T S f o r a S k l e p i o S
u Transparent process
u Opportunities for measuring and
u Optimised documentation and
u 15% rise in the rate for resolving
incidents first time
u Reduction in the number of
unresolved incidents by two thirds
u Achieved a 26% reduction in the
number of incidents exceeding target
Asklepios’ service catalogue
holds 250 services
C A S E S T U D Y
“We’re delighted with iET ITSM.
Our users can use it intuitively
and amendments and extensions
can be implemented quickly and
Head of IT Change Management,
Asklepios Group IT department
Service Level Management
A service level agreement (SLA) has been
defined for every customer in iET ITSM and
linked with the supporting services. SLAs
are classified using internal service levels
with bronze, silver and gold status,
depen ding on how critical a service is to a
busi ness. This classification ensures that
the Group IT department provides a high
level of customer satisfaction and the same
quality of services for all customers.
Asklepios added a license management
application to the standard iET ITSM
solution. All licenses are input in this.
Agreements are scanned and saved as file
attachments. If you click on a PC you can
see all the licenses and agreements
relating to it. This makes the job easier for
the service desk and in configuration
General system privileges, user password
management (verification/warning of a
password’s imminent expiry) and privileges
for special applications etc. are managed in
access management. Standardized
requests, such as password reset or
account requests, are treated as service
requests in incident management.
Business Relationship Management
In the Asklepios Group regional managers
are personally responsible for looking after
the 114 clinics and 20 medical centers
across Germany. They make regular visits
to their customers and make a note of
IT-related feedback, requests and criticism.
A record of individual discussions is stored
in iET ITSM for documentation purposes.
Regional managers are kept up to date all
the time about their customers’ incidents
and problems and can discuss these
matters with them. A short satisfaction
survey about iET ITSM is carried out after
every discussion for quality assurance
purposes, which is available for subsequent
Asklepios adheres to the ITIL
recom men dations on continual service
improvement and has developed its own
application for this in iET ITSM.
This is used to gather all improvement
proposals, which are checked, prioritized
and forwarded to the appropriate locations
for implementation four times a year by
management. All measures can be fully
tracked and their success verified.
Configuration Management and CMDB
With the aim of producing a clearer picture
of its IT infrastructure, Asklepios made a
logical separation between its data center
and workstations in the configuration
management database (CMDB). The data
center in Hamburg and all the workstations
in the six Hamburg clinics feature in this,
including the relationships of each
configuration item (CI). On the clinical side,
workstations include not only PCs and
laptops, but also all medical devices, such
as card readers, PCs in operating theaters,
X-ray machines, CT and MR equipment etc.
The CMDB contains around 27,000 CIs.
This includes the 600 servers, data
cabinets and network
components in the data
center, as well as the
6,600 PCs, X-ray viewers,
OP PCs and maintenance
contracts for the clinics.
Microsoft’s System Center
(SCCM) was integrated into
the CMDB using the
iET CMDB Intelligence tool.
The SCCM scans the entire
IT infrastructure every day
and stores all the CI data in
its own database. Data that
is relevant to the CMDB,
such as the amount of RAM
and hard disk space and
the OS version, is used to
populate the CI attributes and is written in
the CMDB for this purpose.
The data supplied by the SCCM is
compared every day using iET CMDB
Intelligence with the baseline and checked
manually in the event of discrepancies. If
there are no discrepancies detected, the
data is automatically transferred to the
27,000 Configuration Items
including their relationships in
At the start of the project all 6,600
workstations, including their relationships,
were input manually into the CMDB. The
configuration for each workstation is now
supplied via the SCCM and is transferred to
the CMDB using iET CMDB Intelligence.
The daily scan operations mean that the
data is always completely up to date and is
available for planning changes and re leases
or for handling incidents and pro blems.
Prior to implementing the SCCM and
integrating it into the CMDB, about 20
students were employed as a one-off to
input the workstations’ details manually.
This is an extremely time-consuming task
prone to errors that will no longer be
required in future.
Asklepios is currently working on integrating
Microsoft’s System Center Operations
Manager (SCOM) into iET CMDB
Intelligence. The SCOM is deployed as a
monitoring tool for all the server systems.
The details of all the servers in the
Asklepios Group are being input via the
SCOM and should be saved in the CMDB
as CIs with all the necessary attributes and
relationships identified. As in the case of the
workstations, a daily data synchronisation
process is carried out between the SCOM
and the baseline. This process makes it
easier to recognize unauthorized changes.
Further connections are planned for
network components like CiscoWorks.
a B o u T a S k l e p i o S
The healthcare group Asklepios Kliniken GmbH
is one of the three largest private hospital and
healthcare institution operators in Germany. The
Group pursues a strategy which focuses on high
quality, innovation and sustainable growth. This
has provided the basis for the dynamic
development of Asklepios since it was set up
more than 25 years ago. The Group currently
operates 140 healthcare institutions and employs
more than 44,000 staff. In the 2011 financial year
more than 1.7 million patients were treated in the
institutions of the Asklepios Group.
A B O U T i E T S O LU T I O N S
iET Solutions is a leading global supplier of
service management and software asset
management solutions. The company’s flexible
software suites allow its customers to fulfill
compliance requirements, mitigate audit risks
and realize business value by managing,
automating and continually improving their services.
iET ITSM, the IT Service Management solution,
is designed to support ITIL best practices. iET
Solutions has been awarded with certifications
from the OGC, now part of the Cabinet Office,
the APM Group and the PinkVERIFY™ 3.1
certification for 12 ITIL® processes. Additional
components are available to help businesses
manage their IT infrastructure (CMS/CMDB),
manage licenses and entitlements and analyze
and optimize business processes. More than 600
companies in 26 countries benefit from the iET
Solutions software offerings.
iET Solutions is a division of UNICOM Global,
which operates in every major market worldwide
via US and European subsidiaries and a network
of international business partners. iET Solutions
is now part of Macro 4 Limited in the UK.
L o c a t i o n s
iET Solutions, LLC
959 Concord Street
Framingham, MA 01701, USA
Phone: +1 508 416 9010
iET Solutions GmbH
85609 Aschheim, Germany
Phone: +49 89 74 85 89 0
Macro 4 Ltd
Turners Hill Road
West Sussex RH10 4SS, United Kingdom
Phone: +44 12 93 87 23 00
© 2012 iET Solutions. All right reserved. iET® and the iET Solutions logo are Registered Trademarks of iET Solutions, LLC. All other
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