Highlights
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No coherent procedural service management policies or structures to support services for nine healthcare divisions.
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Support for three separate orthopedic units, each using a different EMR system, had to be integrated.
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IT tools had no ITSM features such as classification and prioritization of tickets, nor was there any effective asset management.
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SysAid’s integrated and uniformly manages EMR from all company divisions.
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Developed custom asset management workflows, including automated manager approvals for hardware purchases and SSL certificate renewal notifications.
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Email routing and ticket escalation was automated, including flagging and forwarding.
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IT support went from 500 outstanding tickets at any one time to just 70, with the mean time to resolve (MTTR) reduced by 20%.
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SysAid’s built-in business intelligence and analytics helped reduce operating costs and improve patient care.
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With the SysAid knowledge base and self-service portal, less than 10% of tickets handled by the service desk are low priority.
Other departments are clamoring for their own SysAid after seeing the success and value we’ve achieved.
