IT service desks are undergoing a profound transformation that is propelled by a fundamental change in perspective. Traditionally confined to resolving technical issues, IT service desks are now central to a healthcare organization’s ecosystem. Their role is pivotal in ensuring the seamless integration of technology into patient care, operational efficiency, and overall healthcare delivery.
Modern healthcare demands IT service desks possess both technical prowess and clinical expertise. It’s no longer enough to address incidents. IT service desks must become strategic partners in healthcare ecosystems. How does an organization make that shift? This eBook explores ways to navigate the paradigm shift, providing healthcare organizations with a roadmap to unlock the full potential of their IT service desks and improve the experiences of all involved with technology at your organization.
Navigating the Landscape of Healthcare IT Operations
In-house IT teams were once focused on keeping technology running, but innovation has led healthcare IT (HIT) leaders to adopt more strategic focus. However, this shift poses challenges for IT teams, prompting them to seek support from outsourcing partners to balance operational demands, resourcing and talent needs, and innovation
Why Outsourcing IT Operations Makes Sense
Outsourcing is not a new concept in hospitals, which have a history of outsourcing various functions, from dietary and laundry services to clinical functions like lab and pharmacy. The rationale is simple. A hospital should be renowned for patient care, not necessarily for managing auxiliary services.
In the realm of healthcare technology, the questions arise: Is healthcare IT so different? Has outsourcing become a strategic imperative? The answers are found in the catalysts driving outsourcing decisions.
| Cost Efficiency and Financial Drivers: The need for cost efficiency and scale becomes a tipping point for outsourcing, especially when expanding an IT team or investing in certifications for operational IT services divert resources from strategic projects.
| Demand and Workforce Challenges: Resource and budget constraints, coupled with a shortage of specialized skillsets, make it challenging for in-house IT teams to deliver enhanced healthcare technology services.
| Employee Experience: Being equipped to provide assistance and relief to a frustrated clinical system user is a source of pride for clinical service desk analysts. Given the right resources, they report feeling a part of enabling patient care which is why many are drawn to work on a clinical service desk and what goes far to keep them engaged.
| Service and Talent Expectations: The high expectations set by retail and online experiences trickle down to healthcare organizations and their IT teams. While delivering excellent service, these teams are often overwhelmed by the workload.
The Human Side of IT Support
No matter how advanced our technologies become, healthcare and its operations are still very much driven by human decisions. This section delves into the service desk models that define modern IT service desks, and the benefits to stakeholders across the healthcare ecosystem.
Benefits of Healthcare Specific Service Desks
A well-executed service desk that is designed to meet healthcare specific needs results in operational efficiencies that benefit everyone involved in the delivery of patient care.
Evolution Strategies for Your Help Desk
What’s next for your organization’s IT help desk? Consider these strategies as you evaluate your current state and outline a roadmap that will help you unlock the full potential of your IT service desk.
Upskilling the Workforce: A Critical Imperative
How can your help desk agents keep up in the evolving landscape of healthcare IT? Upskilling the workforce is essential so that they can add value to every support scenario. Strategies include:
Developing Strategic IT Partnerships
Different types of partnerships enable healthcare IT service desks: