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IT Help Desk Wows End Users With Powerful Service Catalog

Beaufort Memorial, a not-for-profit hospital founded in 1944 is an acute care hospital, a regional referral center, and the largest medical facility between Savannah, GA and Charleston, SC. The hospital has a 200-bed acute care facility specializing in orthopedic surgery, a large, active emergency room seeing 54,000 visits a year, and 1,400 employees spread across the main hospital campus and 13 satellite clinics.

Prior to implementing BOSS, the hospital workforce had to enter work orders into two different applications -- one system for IT services and another system for plant services which required too many clicks and was a huge cause of user dissatisfaction. The new hospital leadership wanted to implement a system that would improve service delivery and user satisfaction for departments across the organization.

The BOSS Support Central on-premise ITSM solution they used for IT help desk was upgraded to provide a Service Catalog and ticket management for the entire organization. In a very short period of time and to the delight of the users and management, the new BOSS Support Central could be used to provide a wide range of services for departments including plant services, biomedical services, nursing, pharmacy, security, and HR.

“The workforce was super impressed with the ease with which they could enter and track issues."

Willard Fosberry, Director of IT Infrastructure at Beaufort Memorial Hospital.

View the webinar with Willard to learn more.

It became apparent that BOSS Support Central Service Catalog combined with

the automation provided by the routing engine could address all the service

requirements of the various departments at the hospital.

Benefits to the hospital:

  • One application published on the Beaufort Hospital website provided a “one-stop shop” for all work requests.

  • A new graphical interface that allowed users to quickly browse and use the interface.

  • Far fewer clicks to get a ticket submitted.

  • The new Service Catalog was able to provide service solution options for many departments including plant services, biomedical, nursing, pharmacy, security, and HR.

  • Better tracking and shared visibility into the work order life cycle.

The deployment of the new BOSS Support Central received instant positive

feedback from the management team and the workforce was super impressed

with the ease with which they could enter and track issues.

The hospital has these future goals in mind on how to extend the use of BOSS Support Central even further:

  • Take advantage of the BOSS Support Central Asset Management capability to track assets

  • Incorporate preventative maintenance and other scheduled services into the system

  • Take advantage of the BOSS Support Central mobile application to be used as a mobile work order tool.


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