A guide to using service-level metrics to uncover hidden costs, increase user satisfaction and efficiency, and lessons learned from hospital IT leaders who have tackled these challenges.
What You'll Learn:
IT service desks are critical to hospital operations and hold the keys to high-performing organizations.
This eBook covers real-life case studies of health systems finding value and performance through metrics trending:
Closing the gaps between first and second level resources
Cost savings through defining the tipping point between resources and satisfaction
Proactively solving issues through first-level contact trending
Improving communication lines between service desk stakeholders
Building flexibility into the service desk without overstaffing
Finding Performance in Service Desk Metrics
The service desk sees all of the issues on the front line – all incidents that are submitted into your service desk, whether it be hardware, software, or any other area within your technical environment – they see it all.
The amount of data that can be pulled from those types of issues can help drive organizational improvement, and not just at the service desk level. And so, we are obligated to defining the right metrics to ensure we are delivering value to the organization from a service desk perspective. Download the full ebook to learn:
> How to define the correct metrics
> The best indicators of user satisfaction and productivity
> Typical reporting challenges and how to get around them
> Best practices and SLAs for contracting with outsourced service providers
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