In any hospital, IT tickets raised by doctors and nurses are critical because every IT issue they face takes time and energy away from the delivery of care. The longer it takes to resolve a ticket from clinical staff, the greater the potential negative impact that issue can have on patient experience.
Yet even with significant investment in support resources, doctors and nurses may still feel their technology issues are not resolved fast enough. This frustration leads to an unwillingness to submit tickets, and a tense relationship between clinical staff and IT.
IT support staff need to have visibility into endpoint telemetry data, so that they can see, diagnose, and fix issues quickly to get clinical staff up and running painlessly. Read on to see how one health system incorporated this proactive approach to their service desk and saw fantastic results.
The Problem
This hospital dedicated a high level of onsite support to doctors and nurses. They calculated that each onsite support resolution cost the business $80, which may not seem like a lot of money, but when calculated by the scale of issues coming into the helpdesk, the cost of support was enormous. And yet, despite all these resources pouring into the help desk, doctors and nurses still felt frustrated by the lack of IT support, and L1 agents frequently had to escalate tickets when clinical staff had no patience to explain the issue.
They needed to find a way to speed resolution of issues, without raising the cost of service.
The Approach
The team began by integrating Nexthink with ServiceNow, bringing Nexthink’s detailed endpoint telemetry data directly into the helpdesk’s view. This telemetry data gave L1 agents a complete view of the endpoint in a single pane of glass, for faster issue identification and diagnostics. Integration in place, the team created four checklist tabs within ServiceNow to speed resolution of the most common issues. These checklists allowed L1 agents to fix more advanced issues, and to easily employ remote actions to find and fix issues quickly.
Additionally, all tickets where first contact resolution (FCR) was low were reviewed internally, and they created a smoother path to resolution for these issues as well. This reduced the number of tickets that required escalation, and improved the relationship between IT and clinical staff.
The Impact
Within one year, onsite support for tickets from clinical staff was reduced by 40%, resulting in a savings of $1.7M in support time, and a return of countless hours to doctors and nurses. By integrating Nexthink with their ServiceNow instance, this hospital was able to significantly reduce the amount of time clinical staff spent dealing with technology issues and increase the time they had to spend with patients.
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