Pat Group helped Ospedale San Raffaele to reorganize his Service Desk

Pat Group is an Ospedale San Raffaele’s partner and its HelpdeskAdvanced solution was chosen to organize the Service Desk and to automate the processes.

L’Ospedale San Raffaele (OSR), is a clinic-scientific-academic structure with international importance located in Milan that had chosen Pat to reorganize his IT Service Desk, making it a single point of contact between OSR users and the IT direction which at the moment supports more than 6100 users and 4800 workstations (shared between clinic, research and clerical workers).

OSR needs were aimed to redefine, organize and automate the Service Desk to guarantee a concrete and efficient traceability of the users requests and to define definite times for the SLA. The choice of the PAT solution HelpdeskAdvanced was influenced by the characteristics of the platform: the quality of the application 100% Italian that competes with several international solutions, the automatization of the processes to respond to the service evolution and to the daily and future challenges, its scalability, the possibility to customize it and the high configurability to respond to the specific OSR requests.

HelpdeskAdvanced implementation has delivered good results concerning User experience, because users can quickly open their tickets with a correct request classification and an efficient assignment to the correct operator, and concerning also the reduction of the necessary time for the resolution of the tickets.

We chose HelpdeskAdvanced because it’s a solution that can evolve, following new user’s needs or according to the processes that are going to be defined. HelpdeskAdvanced has been implemented in only 3 months and we observed a reduction of 30% of the first level phone requests. Through this platform we realized a detailed Service Catalogue, where users can easily surf and find the type of the request to ask for. Nowadays we receive 60% of the new requests already categorized and processed.

Giuseppe Miracoli, OSR Service Desk director declares it.