HSA 4191 Chapter Notes - Chapter 7: Hit Network, Frontdoor, It Service Management
Document Summary
Goal of incident management: to restore normal service operation as quickly as possible with minimum disruption to the business (or clinical workflows, ensuring that the best achievable levels of availability and service are maintain. In most organizations with a central service desk function, all incidents are channeled through the service desk. Central hit service desks are organized to provide 3 levels of support : first-level support services . All incident initially come to the individuals that staff the first-level support services. These individuals log the call or request into a trouble ticket or incident management database so that incidents can be tracked from start to finish. First-level staff are typically trained to handle most routine, recurring incidents such as: Organizations can expect 65% resolution on the first call into the first level support technicians when hit service desk technicians are armed with service desk tools that allow remote control of a user"s desktop devices.
