What are the real challenges and opportunities brought about by the digitalization of the healthcare industry?
with ITSC and DCON
Marcus Bause,Vice President of Product and Marketing (B&IT) at PeopleCert, recently sat down with Björn Börjesson, CIO of ITSC, one of Germany's central healthcare insurance partners, and Silke Theison, Managing Director at DCON, author & owner of enterprise service management platform Servity, to discuss the pain points of digitalizing the healthcare industry and how ITIL has helped them turn challenges into opportunities.
Gaining Insight into this Story's Background
About DCON & PeopleCert’s ATV Programme
PeopleCert’s ITIL-Accredited Tool Vendor programme offers businesses a list of approved vendors, including DCON, who create and implement ITSM platforms according to ITIL best practices. It is the only official software assessment that certifies professionals who design, develop and sell ITIL software and truly accredits ITIL alignment. Our ATV programme enables businesses to save time by choosing top-tier ITSM tools from a trustworthy source, while minimizing commercial risks and ensuring compliance. It also guarantees that our vendors have skilled teams that are committed to continuously improving their solutions in adherence to industry standards.
ITSC & DCON: An outstanding collaboration
In 2022, ITSC chose DCON’s Enterprise Service Management platform, Servity. In Björn Börjesson, ITSC’s CIO’s own words: “The decisive factor was its high-quality standards but also its transparent and realistic pricing” and the fact that “...DCON offers a very clear perspective about the future of Service Management”. To ITSC, “Servity is not just a ticket tool, but an Enterprise Service Management Tool that enables continuous further development, (which empowers us to) constantly test new ideas, technologies and solutions so that we can create direct added value for health insurance companies and their policymakers.”
Excerpt of the conversation
Markus Bause: What role did the ITIL 4 framework play in ITSC’s collaboration with DCON?
Björn Börjesson: ITIL forms the basis for everything we do. We speak the same language, have the same basic principles for essential IT processes and the same outlook on creating value. Using ITIL means that we don't have to paint a target picture from scratch - ITIL draws it out - this makes further development and day-to-day work much easier.
Markus Bause: What did it mean to ITSC when DCON achieved PeopleCert’s ITIL-Accredited Tool Vendor status in 2023?
Björn Börjesson: DCON’s ATV Platinum certification confirmed our first impression of DCON. It is extremely important for us that our service providers use their expertise to create value for us and enable us to grow with their advice. The higher the quality and level of performance, the better for our own broadening of horizons - this certificate proves (DCON’s) commitment to continuous improvement and to the maintenance of high-quality standards.
Markus Bause: How has this affected ITSC's experience of working with DCON?
Björn Börjesson: This accreditation guarantees that we can rely on a demonstrably qualified service provider. It strengthens our trust and confirms that with DCON, we have a future-proof partner by our side.
Markus Bause: What has been DCON’s overall impact on ITSC's business and its customers?
Björn Börjesson: When we talk about real added value, we are talking about what perspective DCON and Servity offer us. Servity allows us to map many processes in a smarter, more efficient and automated way. This also enables us to meet our customers’ ever-increasing demands: we offer them transparency, development opportunities and the perspective to digitize and modernize their processes on a large scale - even newly established processes for emerging technologies and services can be easily integrated into the tool. Scaling, customer satisfaction, costs and efficiency are the key words here.
Digitalizing processes enables us to become significantly more robust. As a medium-sized German company with many years of service management experience and extensive ITIL expertise, DCON meets us, as customers, at eye level on one hand, while picking us up at the right place and taking us further on the other - you can feel that customer satisfaction is a central business value for DCON on both a small and large scale. We closely identify with DCON and look forward to shaping ITSC’s processes together.
Watch the full recording here.
Introducing ITSC and DCON
ITSC: One of Germany’s central healthcare insurance partners
Based in Hannover, ITSC is a prominent technology company that develops innovative AI-based platform solutions for Germany’s Government Health Insurance (GKV), while also offering strategy consulting and application management services. It is classified as critical infrastructure, as maintaining healthcare provision in the country mainly depends on its IT operations.
DCON: Author & owner of enterprise service management platform Servity
DCON is a pioneering technology provider for enterprise service management based in Kaiserslautern, Germany and a developer of leading enterprise service management platform, Servity. DCON became a PeopleCert Platinum Accredited Tool Vendor for Servity in 2023, thanks to its complete compatibility with ITIL in 19 out of 19 practices.
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