Service Desk
Our knowledgeable service desk/help desk technicians provide expert support and high first-call resolution for most user issues. Tier 1 and Tier 2 services available for comprehensive coverage. A dedicated Delivery Manager and detailed reporting through our ITSM platform ensure transparency and accountability to meet and exceed client KPIs.
Application Management
We administrate and optimize your EHR and ERP applications, allowing your teams to focus on mission-critical projects and services. Turn to us for break-fix, incident management, service requests, upgrades, patches, routine maintenance, and more. Add legacy support to manage applications during transitions to new solutions.
Infrastructure Management
Provision and manage cloud environments for speed, value, and performance. Let our experts help you leverage the scale and security of leading cloud providers, including Amazon Web Services (AWS), Google Cloud, and Microsoft Azure. Monitoring and proactive support help ensure optimal service levels and reduce downtime.
Legacy Support
Our project managers and expert consultants will support your legacy applications by taking over routine maintenance, break/fix and help desk services during the transition to a new solution.
Managed IT Services
Improve service levels and maintain business-critical applications, while achieving operational efficiencies with a predictable cost model.
I) General service desk. First Call Resolution (FCR) focus on access, new request creation, break/fix, and issue escalation.
II) Application service desk. Application-specific support with emphasis on how-to/training. Escalations to AMS.
III) Application managed services. Application design, build, test, and support. Escalation to third-party vendors.
IV) Technical managed services. Legacy data archive, data migration, integrations and interface development.
Managed IT Services Benefits
Managed Services with a trusted partner allow healthcare organizations to focus on care delivery knowing their critical IT systems will be fully managed in a predictable cost model. Key benefits include:
- Higher end-user satisfaction and productivity
- Better customer service and expanded service availability
- Lower or neutral costs
- Expense control and budget transparency
- Maximize ROI of technology investments
- Improve internal IT staff utilization
Expert Consultants
- 20+ years of experience in global technology operations
- Senior executive leader at Cerner Corp. (now Oracle Health), responsible for Support Services business and Client Success.
- 26+ years at Cerner Corporation, with roles including VP ITWorks & VP Application Service Sales
- Extensive Application Managed Services experience
- Strong Oracle Health knowledge and a focus on process improvement
- Expert health system advisor with deep experience in clinical systems and revenue cycle management systems.
- Provides strategy and implementation know-how for large-scale health system transformational projects
- Former Epic Systems PM and consultant with multiple Epic certifications