#42 | GMJ Podcast | IT Service Management in Healthcare — Governance, Procurement, and Service Delivery

In this episode of the ⁠GMJ Podcast — the official podcast of the Georgian Medical Journal⁠ — we present a policy-focused analysis examining IT Service Management (ITSM) as an operational governance framework for healthcare systems, with particular attention to procurement processes and service delivery performance.As healthcare systems become increasingly digitalized, the role of structured IT governance has become critical for ensuring quality, efficiency, accountability, and continuity of care. This episode explores how ITSM frameworks can support standardized, transparent, and outcome-oriented management of digital health services.The analysis highlights how ITSM principles — including service lifecycle management, incident response, change management, and performance monitoring — can be integrated into healthcare governance structures to improve system reliability and patient safety.The episode examines key policy and operational considerations, including:• The role of IT Service Management in healthcare governance• Integration of ITSM into procurement and contracting processes• Service-level agreements (SLAs) and performance accountability• Risk management, incident handling, and system resilience• Digital infrastructure governance and interoperability challenges• Implications for health system efficiency, quality, and patient outcomesThe findings suggest that ITSM provides a structured and scalable approach to managing increasingly complex digital health ecosystems. When effectively implemented, it can enhance transparency, reduce operational risks, and support evidence-based decision-making in both procurement and service delivery.From a policy perspective, this episode emphasizes the importance of aligning digital health investments with governance frameworks that prioritize quality, accountability, and long-term system sustainability.This episode highlights the growing need for interdisciplinary collaboration between healthcare professionals, IT specialists, and policy-makers to ensure that digital transformation translates into measurable improvements in health system performance.https://gmj.ge/index.php/pub/article/view/35https://doi.org/10.5281/zenodo.19068554Citation:Machaladze, O. (2026). IT Service Management as an Operational Governance Framework for Healthcare Systems: A Policy Analysis of Procurement and Service Delivery. The Georgian Medical Journal, 1(1), 82–98.https://doi.org/10.5281/zenodo.19068554