# Keep healthcare IT services in peak health with ServiceDesk Plus

Redefine healthcare service delivery to ensure better patient and staff experiences with the AI-driven unified service management platform.

![IT service management for healthcare industry](https://www.manageengine.com/products/service-desk/industry/images/itsm-healthcare.png)

## Why do healthcare organizations need an ITSM platform?

From EHR systems and imaging devices to pharmacy software and connected medical equipment, modern care delivery depends on a wide range of technologies. With so many clinical and administrative systems working together, healthcare organizations need an ITSM solution to bring everything into one place. An ITSM platform centralizes how IT incidents are resolved, how service requests from healthcare staff are fulfilled, and how safe, well-governed IT changes are carried out. By standardizing processes, enforcing best practice workflows, and coordinating service delivery across multiple departments and locations, an ITSM tool empowers healthcare providers to deliver safer, more reliable, and uninterrupted patient care.

## Why healthcare IT teams choose ServiceDesk Plus for clinical service delivery

### AI-enabled self service for healthcare staff

Give healthcare staff one unified portal to request services, report issues, and self-resolve everyday problems with easily accessible solutions.

### Secure IT services that align with industry regulations

Protect ePHI and other sensitive data with best practices that help you comply with industry regulations like HIPAA.

### Maximum service continuity with AI-driven incident management

Leverage smart assistance for your incident response with intelligent predictions, GenAI-powered knowledge, and smart overviews for quicker resolutions.

### Clinical service delivery orchestration with digital workflows

Design and automate complex processes across the hospital with digital workflows that can help put your IT team's productivity on autopilot.

### Healthcare IT and non-IT asset management

Track and manage all IT and non-IT healthcare assets throughout their life cycle and seamlessly inventory IoMT devices from a unified console.

## Multi-site support, omnichannel service delivery, and AI-powered self-service—One unified portal

Whether a nurse is locked out of the EHR or the pharmacy system is down in another clinic, meet users in their preferred support channels. Healthcare operations can span multiple hospitals, clinics, and care units. With a unified portal and AI-driven self-service, healthcare staff can easily self resolve issues like login problems, network connectivity, and equipment access or seamlessly escalate to IT when needed.

![Unified healthcare ITSM portal supporting multi-site, omnichannel service delivery with AI self-service](https://cdn.manageengine.com/products/service-desk/industry/images/unified-portal-multisite-for-healthcare.jpg)

## Safeguard ePHI and other sensitive data by adhering to industry regulations

Configure how users' personal information should be handled in ServiceDesk Plus. During request creation, capture and encrypt ePHI and other sensitive data to comply with government regulations like HIPAA. You can also anonymize and erase this data from the application whenever needed.

### Anonymize data

![Healthcare ITSM platform securing ePHI and supporting HIPAA-compliant IT service management](https://cdn.manageengine.com/products/service-desk/industry/images/anonymize-data-in-itsm-for-healthcare.png)

### Encrypt fields

![Data field encryption for healthcare data protection in ITSM](https://cdn.manageengine.com/products/service-desk/industry/images/ephi-data-field-encryption.png)

## Provide staff with logical access to EHR systems and other clinical applications

Create custom access request templates for computerized patient record systems and other clinical software and make them visible only to the right user groups. Trigger automated access provisioning workflows with a hierarchical approval structure and notifications, ensuring every access request is approved and documented.

### Custom request templates

![Custom EHR access request templates for hospital IT service management](https://cdn.manageengine.com/products/service-desk/industry/images/ehr-access-requests-for-healthcare-itsm.png)

### Role-based access to services

![Role-based access control for clinical applications in hospitals](https://cdn.manageengine.com/products/service-desk/industry/images/itsm-role-based-access-for-healthcare.png)

### Single-touch access provisioning through workflow orchestration

![Single-touch access provisioning workflows for healthcare IT systems](https://cdn.manageengine.com/products/service-desk/industry/images/single-touch-access-provisioning-in-healthcare.png)

## Ensure the maximum availability of critical services and hospital-wide service continuity with AI-driven incident management

Mitigate outages and keep hospital services running smoothly with ITIL-aligned incident management capabilities. Leverage AI-powered triage to accurately categorize, prioritize, and route incidents to the right incident response teams and fire up visual workflows to guide IRT members in meeting SLAs and responding swiftly. Your teams can also perform detailed RCAs with a tightly integrated problem management module and generate post-incident reviews with Zia's GenAI capabilities.

### Expedite resolutions with AI-powered assistance

![Intelligent predictions for better service deliveries in healthcare](https://cdn.manageengine.com/products/service-desk/industry/images/healthcare-itsm-intelligent-predictions.png)

### Stick to stringent SLAs to ensure maximum uptime

![Incident SLA management ensuring maximum uptime for healthcare IT services](https://cdn.manageengine.com/products/service-desk/industry/images/incident-sla-management-in-healthcare.png)

### Design and build digital workflows with AI assistance

![AI-driven digital workflow automation for healthcare IT service management](https://cdn.manageengine.com/products/service-desk/industry/images/ai-workflow-automation-in-healthcare.png)

### Predict IT problems with AI before they escalate

![AI-driven problem prediction preventing healthcare IT service disruptions](https://cdn.manageengine.com/products/service-desk/industry/images/healthcare-itsm-ai-problem-prediction.png)

## Ease the onboarding and off-boarding processes of your healthcare staff

Streamline onboarding and off-boarding with automated, end-to-end workflows that ensure new staff receive the right system access permissions from day one, while departing employees have their access revoked promptly to protect sensitive data. Automate processes across your AD and HRMS tools without writing any code by leveraging ServiceDesk Plus's native integration with Zoho Flow, the iPaas platform from Zoho.

### Onboarding workflow

![Automated onboarding workflows for healthcare staff IT access](https://cdn.manageengine.com/products/service-desk/industry/images/itsm-staff-onboarding-workflow-for-healthcare.png)

### Zoho Flow actions

![Automate processes across tools with Zoho Flow integrations](https://cdn.manageengine.com/products/service-desk/industry/images/zoho-flow-integrations-healthcare.png)

## Ensure compliant and controlled changes to your healthcare IT environment

Manage every modification to your healthcare IT environment through structured change workflows. Record, review, and approve even minor configuration updates to pharmacy applications and strengthen regulatory compliance with standardized change controls, CAB reviews with multi-level approvals, and complete audit trails.

![ITIL-aligned change management for compliant healthcare IT environments](https://cdn.manageengine.com/products/service-desk/industry/images/change-management-in-healthcare.png)

## Track and manage all IT and non-IT assets with a tightly integrated asset management module and a CMDB

From healthcare staff endpoints to pharmacy systems, track every IT and clinical asset in one unified system. Discover and inventory assets, map their relationships in a native CMDB, and speed up impact analysis during outages or changes. Manage purchase orders, warranties, and vendor contracts alongside your assets for tighter cost control and complete visibility.

![Unified asset management and CMDB for healthcare IT and clinical assets](https://cdn.manageengine.com/products/service-desk/industry/images/healthcare-it-asset-management-cmdb.png)

## Apply ITSM best practices to streamline HVAC management and facilities operations

Manage HVAC and facilities requests from a dedicated facilities instance in the same unified portal. Standardize how issues are logged, routed, and resolved, while scheduling preventive maintenance tasks to keep equipment running efficiently. Visualize hospital rooms and physical spaces across locations with a dedicated space management module for easier coordination and decision-making.

![Facilities and HVAC service management using ITSM best practices in healthcare](https://cdn.manageengine.com/products/service-desk/industry/images/healthcare-itsm-facilities-hvac-management.png)