The healthcare industry has placed a significant number of demands on IT Service Management solution organizations, making it difficult to meet the industry’s increasing mandates. Resolution can be slow because IT is oftentimes working on repetitive solution processes.
Time-consuming tasks such as manually categorizing incidents including routing and reassignment can make it difficult to provide innovative solutions and cause delay in time to market. Another issue could be that poor catalog interface and the lack of properly defined catalog items can make it challenging for users to find and request services. In addition, reliance on multiple catalog applications involving emails, phone calls and walk-ins add to the struggles many end-users may experience. Disparate applications and data, and the lack of insight into the service delivery, could ultimately hinder reporting and service improvement.