IT Service Management and AI for a New Healthcare

Centralized management to reduce IT intervention time. Our certified professionals optimize the Health IT Service Desk, transforming it into an efficient single point of contact for area hospitals.

The Challenge

The strategic role of IT for healthcare

Digitization of the National Health System is an increasingly relevant issue. Often associated only with medical services, it is crucial to remember that many activities rely on IT infrastructure. IT Service Management is therefore critical to ensuring quality of service to citizens.

Healthcare IT Service Management specialists optimize activities, organization, and tools to ensure rapid resolution of support requests while maintaining continuity of essential services in healthcare facilities.

The Proposal

Our plan for a large hospital hub

Angelo Falvo and Serena Persico of Netgroup’s B.U. IT Application Development explain the project that optimized the operations of a large hospital hub.

Netgroup has led the transformation of IT Service Management in several Italian hospital companies. For a major hospital hub in central Italy, we managed the data center, including servers and network equipment. The hospital hub needed to redefine, organize and automate the Service Desk to ensure traceability and efficiency in requests, as well as certain resolution times.

Help Desk:
Mon-Fri 8:00am-12:00pm and 1:00pm-7:00pm;
Sat 8:00am-12:00pm

System support:
on-site garrison five days a week;

Technical support and maintenance:

pn-site Mon-Fri (8H) and remotely H24;

IMAC service:
on-site client management and support Mon-Fri (8H) and Sat mornings;

LAN network wiring:
on-site Mon-Fri (8H);

Training:
lecture and distance learning via e-learning

Approach based on best practices
ITIL v3 and ITSM frameworks (PMBOK, CMMI, COBIT)

Specialized resources and emergency management teams

Request management system via SPOC
sorted to a remote help desk

Government portal to foster knowledge and collaboration among practitioners

Chatbot:
H24 availability to independently solve low-complexity problems;

Predictive Maintenance:
innovative tool for preventive and predictive maintenance based on open source platform and advanced algorithms.

Netgroup offered efficient and innovative management, improving communication and maintenance in hospital facilities

The Benefits

Operational and technological benefits

Reduction of service interruptions

Improved IT ticket lifecycle management

Increased satisfaction with SLA services offered

The Results

Security of all facilities and sensitive data

With our team of experts, we manage and monitor all IT processes, help and service desk, technical support, system status reporting, 24/7 preventive and remedial interventions, and management of present networks, ensuring the security of all facilities and sensitive data.

IT Service Management and AI for a New Healthcare