December 26, 2012
This post is the fourth in a series focused on one of the biggest IT nuts-and-bolts problems in healthcare organizations. If you want to start at post #1, go here.
In my last post, we investigated root causes of help desk customers’ frustration with their help desks and identified potential solutions. But if we really want to work on improving hospital help desk processes, there’s more work to do.
Let’s focus on our service communications where users are happy because their norm is to circumvent the avenues established for a controlled IT environment. In other words, they seek out IT management automatically. What are the root causes of this situation?
If you’ve followed along with our past Work Sheet assignments, now it’s time to use the same approach to analyze why some users are so happy with IT management support, that they routinely avoid using the help desk. A few examples:
Potential fixes for these situations include:
All said and done, the most significant thread discussed in this blog series is the importance of established workflow to a sustainably efficient IT department. Where help desk service is inadequate or unsatisfactory, we’ve considered common scenarios, discussed seeking out and analyzing root cause data, and suggested potential solutions. Now you “just” have to do the work.
When you are successful, IT management will be able to manage, the help desk will be able to route requests efficiently, and staff will be able to focus on their prioritized objectives. But your hospital’s senior management won’t even know what has happened unless they reflect back and ask “how did you do that?”
I’d love to hear about your experiences managing your organization’s help desk. What have you learned, and what answers have you found??