HSA 4191 Chapter Notes - Chapter 7: It Service Management, Configuration Management, Gartner
Document Summary
It service support: service desk, incident management, problem management, change management, release management, configuration management. It service delivery: service-level management, availability management, capacity management, financial management, service continuity management. All of the above mentioned support processes are heavily interrelated and should be put in place with forethought. 214: provides some insight into how some of these processes are related. Almost all hospitals/ healthcare delivery organizations provide a help desk or service desk . Users call or access online to obtain assistance with computer-related problems. This is usually misunderstood and underappreciated service provided by the hit department. Best practices of the service desk are providing services for incidents (when malfunctions occur that require hit support services to repair) It behooves cios and hit department managers to ensure that the leading customer service practices are in place. For most of the users of computer resources, the help desk represents the face of the hit department.
