“The average healthcare delivery organization (HDO) has hundreds of software systems in service, with new ones being introduced all the time. CIOs, CTOs and IT operations management will need to continually improve their service desk offerings and performance in the face of increased demand and limited resources. With more and more applications contributing to the medical record, inferior support could have life and death implications.”
– Gartner 2010 report: Healthcare Delivery Organizations Must Address the Growing IT Support Crisis
Healthcare-related IT organizations are experiencing a far greater than average increase in incidents, indicating an escalation of IT usage in the healthcare sector, according to Gartner’s 2010 report, “Healthcare Delivery Organizations Must Address the Growing IT Support Crisis”. A recent Help Desk Institute (HDI) survey confirms Gartner’s research, finding an 80% increase in healthcare-related support incidents as compared to a 67% average. However, the same survey suggests that Key Performance Indicators (KPI’s) for support centers in the healthcare sector fall below averages across all industries, indicating that many are struggling to meet the expectations their industry has placed on them.
IT organizations in healthcare are under pressure to do more with less while duly asked to maintain regulatory compliance without fail. These organizations understand the possible life and death consequence tied to the quality of service they provide and recognize the need for tighter integration across systems, increased automation, and improved visibility into the relationships among IT components and business services.
At RightStar, we have assisted dozens of hospitals, government health departments, and health plan providers find cost-cutting solutions that deliver the essential technology advancements they require. By providing ITIL®-based IT Service Management solutions that couple world-class BMC technology with RightStar’s expert consulting, design, and implementation services, we have successfully enabled our healthcare customers to meet the challenges of a changing IT service and support environment while adhering to their budgetary requirements.
We’re happy to provide healthcare-related customer references; please call (703) 242-7200 or email: firstname.lastname@example.org.