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What ITSM-Related Issues Does the Healthcare Industry Face?

08/01/2019 by: Jaime Spector


In the healthcare industry, people’s very lives depend on how quickly and effectively healthcare services can be delivered. There isn’t time or much room for error. And no one can afford for IT systems to experience issues. 

There are three specific ITSM-related issues that the healthcare industry faces: the need for efficient onboarding and offboarding that keeps confidential information safe, the need for ensuring help desk tickets are solved in a timely fashion, and the need for monitoring systems so they don’t crash. Read on to learn about their impact and what steps you can take to prevent them from affecting workflows. 

Efficient Onboarding and Offboarding (That Keeps Confidential Information Safe)

Two HR-related problems also affect IT: onboarding and offboarding. When an employee starts at a healthcare organization, he or she can’t wait days to get crucial IT account permissions to get to work. There’s also the question of what happens when an employee leaves the organization – how long does it take to revoke the permissions he or she had so that individual no longer has access to the system? You don’t want that person stealing information (especially information related to patient) after they leave the company. 

That’s where ITSM tools come in. They automate the provisioning process, so instead of employees having to wait for days to get logins, they can start working much faster. In addition, the de-provisioning process is also automated, so you can quickly shut down an employee’s accounts to prevent theft. 

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Solving Tickets in a Timely Fashion

In the healthcare industry, an IT issue could actually be a matter of life and death. So, employees (and the patients in their care) can’t always afford to wait. At the same time, research shows that the average mean-time-to-resolve is nine business hours, which could mean that a problem arising over the weekend might not be dealt with, let alone solved, until some point on Monday. 

As with account provisioning and de-provisioning, ITSM software automates the ticket resolution process. Specifically, it automates knowledge delivery; instead of opening a ticket, a user can navigate to a self-service portal or open a chatbot window to receive an answer to solve his or her problem. These answers are based on previous solutions that have worked for similar problems; if the self-service portal or chatbot doesn’t have an answer for that problem, it will alert a human member of the IT team. 

Monitoring IT Systems 

The threats to today’s healthcare organization computer networks come from inside and outside of the company. For example, in 2015, US regulators announced that a pump for delivering patient medication could be hacked into remotely so criminals could interfere with a patient’s dosage. 

ITSM software also allows IT staff to monitor systems and applications. Even if your systems and applications are disparate (and that includes networked devices), you can still track them. Moreover, the right ITSM software notifies you when an issue comes up so you can take immediate action. 

“Hospital spending increased to $1.1 trillion in 2017, according to the US government”

IT issues don’t have to pose a burden or challenge to the healthcare industry. The right ITSM tools can solve pressing problems that affect workflows and patient care.

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