摘要
随着医院信息系统的不断完善,医院内部网络、HIS系统、客户端越来越复杂和庞大,在使用中出现了更多的问题,过去简单的任务管理方法已无法有效提高人力调配与系统运维的效率。北京妇产医院信息科引入新的绩效管理理念,结合实际工作,基于ITIL理念自主研发了信息科呼叫中心管理系统,从而实现了信息科的内部科学管理,合理安排了人力资源,对于保证信息系统的安全,提高工作效率,起到了十分重要的作用,同时为绩效考核提供了数据基础。
With the development of hospital information system （HIS）, the hospital internal network, HIS and clients are increasingly complex and large; more problems come along with using these systems. In addition, the number of employees increases significantly. Information Center of Beijing Obstetrics and Gynecology hospital introduces a new concept of performance management and practical work experience to independently develop Information Management System for call center based on the ITIL concept. The purpose of this system is to achieve the internal scientific management and reasonable arrangements for human resources. Moreover, this system plays a significant role in guaranteeing the security of information systems and improving work efficiency and professional quality of staff.
关键词
ITIL
管理
知识库
ITIL
administration
knowledge base
