In a hospital environment, every error and delay can have serious consequences. Improper management of IT infrastructure and medical equipment creates the risk of interruptions in access to critical resources. One of our clients—a regional hospital—due to its dynamic growth, needed a tool that would enable systematic management of these processes.

Facility profile and IT environment

The hospital is a modern medical facility providing healthcare services in the form of inpatient and 24-hour hospital care, outpatient specialist care, primary healthcare services, as well as night and holiday medical care.

The hospital’s structure includes 12 wards, an Admissions Department, an Operating Theatre, a Laboratory and Microbiological Diagnostics Department, an Imaging Diagnostics Department with CT, MRI, Densitometry, Mammography (X-ray), and Ultrasound units, a Pathomorphology Department, a Rehabilitation Department, a Hospital Pharmacy, a Central Sterilization Unit, and specialist outpatient clinics. The high quality of services provided is confirmed by numerous awards and certificates.

Such a broad scope of activity translates into a significant demand for efficient IT infrastructure, as information systems and medical devices are critical to patient safety and the continuity of hospital operations.

Growing number of requests, distributed infrastructure, and lack of systematic management

As the hospital expanded, employment increased, and infrastructure grew, the IT department faced serious challenges. A growing number of requests, the lack of tools for their systematic intake and supervision, and difficulties in asset inventory began to significantly affect the quality of technical support. The problems concerned both the IT area and specialized medical equipment. The absence of a central management system created the risk of failures in key services, data loss, and disruptions to the hospital’s operational continuity.

The IT department struggled with:

  • chaos in requests – there was no tool for efficient intake, handling, and monitoring of the growing number of requests,
  • problematic inventory management – the dispersion of units and equipment made it difficult to track IT resources and medical devices,
  • risk to business continuity – the lack of central oversight of IT infrastructure increased the risk of failures, system downtime, and potential data breaches.

In response to these challenges, the hospital decided to implement the OXARI platform along with ITManager, initially as a tool to support processes within the IT department and helpdesk. It was quickly noticed, however, that the system’s capabilities could significantly improve operations in other areas as well.

What did the implementation of the OXARI platform deliver?

The implementation of the OXARI platform made it possible to organize key processes and support management not only in the IT area, but also in technical and administrative departments. After analyzing its needs, the hospital launched a set of system modules that quickly translated into improved work quality and operational security.

At the initial stage, focusing on improving the work of the IT department, key modules were implemented, bringing immediate results:

  • ServiceDesk – significantly improved request handling by enabling registration, assignment to appropriate staff, and status monitoring. The IT team also gained access to reporting and data analysis functions, which facilitated planning and decision-making based on real trends.
  • Asset Management – provided full control over the hospital’s assets, enabling resource optimization, better lifecycle management of equipment, and noticeable reduction in operational costs.
  • CMDB – delivered a comprehensive overview of devices and services. The introduction of this module increased system security, facilitated change control, and improved the overall operational efficiency of the organization.

After successfully streamlining processes in the IT department, the hospital began to use the potential of the OXARI platform to support broader hospital processes. The implementation also covered:

Medical equipment management in the Technical Department, where the system enabled efficient management of medical devices, planning of inspections, control over lifecycle and licenses, and precise inventory tracking.

Administrative request management, which improved document and application workflows, increasing administrative efficiency.

Results of the OXARI implementation in the hospital

Thanks to a systematic approach, the hospital gained not only an IT management tool but a comprehensive platform supporting process improvement across the entire facility. The implementation of the OXARI system became a starting point for more effective user request management, optimization of existing resources, increased operational efficiency, and improved system security. This is particularly important in a medical environment, where infrastructure reliability directly affects patient safety.

This confirms that ITSM-class tools can support hospitals and significantly raise the quality of operational activities and the level of security in medical facilities.