Information technology (IT) has penetrated many industries, the healthcare industry being one of them, and has become an essential component of everyday functions. Healthcare organizations continue to integrate IT and medical devices into daily clinical treatment processes to manage information about healthcare for patients and patient groups. It is critical that IT teams ensure efficient service delivery, proper device and software accountability among employees, and adherence to international laws and regulations such as HIPAA to protect patient privacy and rights.

Along with patient treatment, the entire service experience patients face matters. A simple process failure or an equipment failure can hinder the service delivery process and could even be life threatening. This is why IT service desks and other business functions such as HR, payroll, and finance need to ensure the continuous availability and quality of these services.

Following the pandemic, the IT service desk team grew more important than ever. New equipment and facilities were introduced like machines with enhanced AI and ML capabilities, IoT devices, additional servers, and more to speed up processes, and major system upgrades were carried out to ease the strain on servers resulting from the increase in patient information as COVID-19 cases increased exponentially. Virtual care, virtual hospitals, and remote work were also introduced and quickly implemented in several healthcare organizations. To ensure service continuity, healthcare organizations needed an effective IT and business service management platform that supports their mission-critical processes and helps deliver enterprise-grade services to their employees.

Without service management software, to ensure service continuity, healthcare organizations can face a number of challenges. Some of these challenges include:

Managing critical incidents such as cyberattacks

Critical incident management

A survey report by Shred-it mentions that about 42% of healthcare organizations do not have a functional incident response plan against cyberattacks, and since the pandemic, data breaches costs have skyrocketed, costing an average of $9.23 million per incident. Even organizations that have effective incident response plans sometimes face difficulty in translating the plan into everyday incident management practices due to restraints in their ITSM tools.

Most basic help desk tools offer a one-size-fits-all approach to managing all the different types of incidents. However, healthcare organizations face issues ranging from low impact ones such as a printer malfunction to high-urgency issues like an internet blackout on multiple floors or a cyberattack. This is why healthcare organizations need an extensive incident response plan and a solid ITSM solution that integrates with endpoint management applications to proactively detect incidents and keep track of past issues.

The constant struggle with managing IT and non-IT assets

IT and non-IT asset management

Few businesses handle as many critical IT and non-IT assets on a daily basis as healthcare organizations. Without an ITSM tool that offers integrated ITAM capabilities, managing the vast amount of assets, maintaining the entire asset inventory, and locating assets when needed can be difficult. A survey revealed that 30% of NHS nurses spend around one hour per shift just to find the equipment they need. Imagine the losses in money and resources that the healthcare organizations around the globe face each year due to a lack of a proper IT service management system in place.

Most of these organizations manage their assets with a combination of spreadsheets and a separate IT asset management (ITAM) solution that makes the complete process of mapping the IT assets throughout their life cycle very difficult. And most often the ITSM solution is not connected to the ITAM solution, and it becomes a nightmare for help desk teams during RCA and large-scale changes.

This is why healthcare organizations need an asset management solution that is not only comprehensive, but is also a part of their ITSM solution. That way, they'll be able to have a centralized view of their entire IT infrastructure and be able to map the IT assets that are in use to their end users.

Consistent service delivery to employees

Employee service delivery management

It's a no-brainer that better employee experiences lead to better patient care. Healthcare organizations need to provide customized and streamlined channels for their employees, ensuring that they're offered only those service options that are relevant to them based on their title, department, location, etc. They need an primary touchpoint where they can access all the services available to them.

However, many healthcare organizations do not have an enterprise service desk that offers all the service options employees need, so they struggle with providing an optimal service experience to their employees, which, in turn, affects their ability to provide better patient care and service. They need to provide capabilities such as a centralized portal to access various solution articles, tracking their requests, and managing approvals, which go a long way in providing a platform for employees to better address patients' issues.

This is why a secure, unified, and comprehensive platform for healthcare organizations is an absolute necessity

Healthcare IT service management

Introducing ServiceDesk Plus:
The unified service management solution

Sail through IT incidents smoothly with swift resolution

Hospital incident management software

Leverage native IT incident management capabilities and IT management integrations to develop a solid incident management strategy and tackle organization-wide issues easily. Build a rapid incident management response to tackle cyberattacks.

  • Convert alerts into tickets automatically to prevent unplanned disruptions.
  • Avoid recurring incidents by getting to the root cause of any issue by initiating problem analysis directly from the incident module.
  • Leverage business rules to execute a sequence of actions for incoming tickets and use no-code automations to ramp up incident response.
  • Ensure timely resolution with automated service-level agreements and operational-level agreements.

Map all your healthcare organization's IT and non-IT assets centrally

healthcare asset management software

Implement an asset management strategy that works well with the other ITSM processes. Keep track of licensing compliance, IT expenditures, and asset depreciation to manage your IT infrastructure effectively.

  • Scan Windows, Linux, and MacOS devices with the unified agent for asset discovery.
  • Build a central inventory for all your IT and non-IT assets.
  • Design the entire asset life cycle with a visual workflow builder on an easy drag-and-drop canvas.
  • Gain real-time statuses on your entire asset inventory with live dashboards.
  • Leverage advanced remote control capabilities to provide frictionless remote support.
  • Map business relationships among staff, assets, and services in your organization with a configuration management database.

Deliver world-class services to your doctors and paramedical staff

Enterprise self service portal

Showcase all your services, announcements, and solutions in a unified enterprise portal. Empower your employees and patients by providing essential information at their fingertips.

  • Provide centralized access to services with the enterprise self-service portal.
  • Offer a shopping cart experience with a personalized service catalog.
  • Extend proven ITSM best-practice capabilities to other business functions of your organization such as facilities, HR, payroll, etc.
  • Visually build comprehensive request life cycles to guide your technicians through different stages of a ticket.
  • Build comprehensive knowledge bases to keep your end-users informed about relevant contact information, preventive care, standard procedures, etc.
  • Integrate ServiceDesk Plus with third-party apps to perform various tasks using webhooks, custom actions, and callback functions.

Stay compliant with regulatory mandates and protect ePHI

Protect patient healthcare information and other sensitive healthcare information including healthcare provider addresses, health plan details, and critical asset information from being disclosed with minimal effort.

  • Mark sensitive data fields as electronic protected health information (ePHI) and protect sensitive data by encrypting data collected and stored in any additional fields.
  • Delete or anonymize the sensitive data marked as ePHI individually or collectively.
  • Password protect data that's being exported from reports or any module in a password-protected ZIP file.
  • Log any actions performed around ePHI fields automatically to simplify audits.

ServiceDesk Plus also comes with pre-built best practice ITSM processes like change enablement and release management. It also offers a fully-fledged project management module coupled with resource management to help you design and enable effective changes such as upgrading old equipment and facilitating periodic software patches. A comprehensive knowledge base is available to provide your staff and patients with a primary source for self-help. Additionally, it's geared with smart automations, codeless customizations, extensive reports, and powerful integrations with critical IT management apps to help you supercharge your help desk and deliver exceptional IT services.

See the complete list of features in ServiceDesk Plus

Privacy and security

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Awards & Recognitions

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