Successful Process Improvement adoption requires a culture change. The most effective way of handling this challenge is by leveraging all levels of the organization. This approach can make the journey of service improvement an engaging transformation for the whole team.

As "Be Safe" becomes ingrained in our culture it requires that all support functions adopt complimentary process improvement processes. The secret of Toyota's success went way beyond the factory floor to all of its business support, suppliers, and partners. HIT's implementation of Process Improvement will not only improve our performance and customer satisfaction, it will contribute significantly to the success of Be Safe throughout the Health System.


30% increase in business users' satisfaction scores regarding the quality of IT services after ITIL implementation.


Implementation of ITIL and Lean in HIT ITIL, formerly known as the Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.

ITIL provides recommendations for standardization of IT Processes. McKinsey & Company observed IT productivity increased by 20-40% through process improvement initiatives and reduced the delivery time of new applications and functionality by 10-30% through more rapid iterations.