IMPLEMENTATION OF ITSM AS MODERN MANAGEMENT IN THE MEDICAL INDUSTRY

Abstract

This article analyses the critical role of IT Service Management (ITSM) in the

contemporary healthcare industry. Information Technology has become the backbone of medical

institutions, supporting vital processes ranging from Electronic Health Record (EHR) management

and diagnostic monitoring to telemedicine and appointment scheduling. Given this total integration,

consistent technical support, standardized processes, and clear accountability are imperative for

ensuring system reliability. ITSM frameworks provide a structured approach to the entire lifecycle

of medical IT systems, including patient monitoring tools and communication networks. By

aligning IT workflows with clinical objectives, healthcare organizations can ensure that technical

issues are resolved with minimal impact on care delivery. The financial significance of this sector is

substantial; in 2025, global healthcare IT expenditure reached $279.5 billion, with approximately

48% allocated specifically to IT services. The implementation of ITSM not only optimizes daily

system management for medical staff but also reinforces broader institutional goals such as patient

safety, service continuity, and regulatory compliance. By establishing clear protocols for requests,

incidents, and system changes, institutions can minimize service disruptions and maintain their

primary focus on patient care. The methodology employed in this research includes analysis,

synthesis, logical deduction, monographic research, and comparative analysis.

Note: The article was developed within the framework of Subprogram 030101

„Strengthening the resilience, competitiveness, and sustainability of the economy of the Republic of

Moldova in the context of the accession process to the European Union”, institutional funding.