{"id":10224,"date":"2017-12-05T10:48:39","date_gmt":"2017-12-05T09:48:39","guid":{"rendered":"http:\/\/pat.eu\/2017\/pat-e-partner-dellospedale-san-raffaele-per-la-riorganizzazione-del-service-desk\/"},"modified":"2019-10-31T14:29:43","modified_gmt":"2019-10-31T13:29:43","slug":"pat-group-helped-ospedale-san-raffaele-to-reorganize-his-service-desk","status":"publish","type":"post","link":"https:\/\/pat.eu\/en\/2017\/pat-group-helped-ospedale-san-raffaele-to-reorganize-his-service-desk\/","title":{"rendered":"Pat Group helped Ospedale San Raffaele to reorganize his Service Desk"},"content":{"rendered":"<p>Pat Group is an Ospedale San Raffaele\u2019s partner and its HelpdeskAdvanced solution was chosen to organize the Service Desk and to automate the processes.<\/p>\n<p>L\u2019<a href=\"http:\/\/www.hsr.it\/\" target=\"_blank\" rel=\"noopener\">Ospedale San Raffaele<\/a> (OSR), is a clinic-scientific-academic structure with international importance located in Milan that had chosen Pat to reorganize his <strong>IT Service Desk<\/strong>, making it <strong>a single point of contact between OSR users and the IT direction<\/strong> which at the moment <strong>supports more than<\/strong> <strong>6100 users and 4800 workstations<\/strong> (shared between clinic, research and clerical workers).<\/p>\n<p>OSR needs were aimed to <strong>redefine, organize and automate the Service Desk<\/strong> to guarantee a concrete and efficient traceability of the users requests and to define <strong>definite times for the SLA<\/strong>. The choice of the PAT solution HelpdeskAdvanced was influenced by the characteristics of the platform: the <strong>quality of the application 100% Italian<\/strong> that competes with several international solutions, the <strong>automatization of the processes<\/strong> to respond to the service evolution and to the daily and future challenges, its <strong>scalability<\/strong>, the possibility to customize it and the <strong>high configurability<\/strong> to respond to the specific OSR requests.<\/p>\n<p>HelpdeskAdvanced implementation has delivered good results concerning <strong>User experience<\/strong>, 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.<\/p>\n<blockquote><p>We chose HelpdeskAdvanced because it\u2019s a solution that can evolve, following new user\u2019s 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.<\/p><\/blockquote>\n<p><strong>Giuseppe Miracoli, OSR Service Desk director<\/strong> declares it.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Pat Group is an Ospedale San Raffaele\u2019s partner and its HelpdeskAdvanced solution was chosen to organize the Service Desk and to automate the processes. L\u2019Ospedale 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 [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[108],"tags":[517,444,442,443],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Pat is an OSR partner for the reorganization of the Service Desk<\/title>\n<meta name=\"description\" content=\"Pat is a partner of the San Raffaele Hospital and its HelpdeskAdvanced solution was chosen to reorganize the Service Desk and automate its processes.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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