The IT department is responsible for ensuring the hospital’s computer system is running efficiently. Managing patient information is critical, and the IT department is looked to to ensure that problems are resolved as quickly as possible. The department needed an issue tracking system to track and manage the IT requests that arose within the hospital. The previous manual system did not allow an efficient way to time resolutions or identify and escalate critical problems.
The Mater Private Hospital chose the Novo Customer Support Suite, which bundles the Novo Help Desk with the Novo Knowledge Base. The installation and deployment were very straightforward. Within a very short period of time the IT staff were creating tickets to log issues. The department also loaded the knowledge base with answers to common IT issues, so hospital staff could help themselves, providing them with quicker answers and taking an additional load off the IT department.
The utilization of the Novo Customer Support Suite had been a great success. The department especially likes that they can now easily track project status, flag problems and assign responsibility. The IT department states that “the department is running much better”.