A more efﬁcient user support thanks to ClariLog
Reference Pole of the Deux Sèvres province, Niort Healthcare center gathers on the same site a set of cutting edge technologies for treatment, exploration and medical imaging. The healthcare center put at its patients disposal about 40 specialized hosting services, i.e. over 3101 agents lending their savoir faire and skills to the 390000 annual days and sessions.
The IT department (operation, research, security) actively support administrative and curing activities by maintaining and upgrading IT applications and equipment (1600 workstations).
Within a context of continuous improvement and with the implementation of a computerized patient ﬁ le, the management of hardware, software and network assets as well as the follow up hotline calls was a major challenge for the IT department.
The previous solution meant to manage IT inventory was not matching the functional and reliability requirements of Niort Healthcare center, so a public call for tenders was launched in 2010.
ClariLog - Asset View Suite has been deemed among 8 solutions to manage IT infrastructure and Help Desk solutions based the following criteria: Quick deployment and agentless inventory technology
Usability, user friendliness
Follow up hotline calls that are easy to implement, easy to set which allows the process to evolve
The implementation of the solution has been processed in july 2010 and ClariLog supported us on:
Solution’s installation and setting
Knowledge transfer and system administration
Administrative and ﬁ nancial data recovery
M. Claude POUGNARD (Operation Manager) in charge of this project was operational in less than 2 days of training.
After more than 2 years of operations, 80% of the calls are registered by 3 technicians in charge of the Hotline (250 to 300 tickets/ month). M. POUGNARD sees a real improvement in user support efﬁciency: intervention time reduction thanks to call centralization and knowledge base, intervention tracking, diagnosis support with Infrastructure management’s information.
Beside hotline calls, the main elements managed with ClariLog solutions’ support are:
Hardware equipment inventory (pc, server, active network elements, printers, etc.) monitored and updated quarterly: localization, warranty, purchasing price and cost, hardware and network conﬁguration,'
Deployed softwares and internet explorer version inventory,
IT material lending
ClariLog Asset View Suite is the daily monitoring tool of the Operation team’s activity which allows:
To control equipment under their responsibility : who, what and where,
To be warned in case of delayed interventions, lent material’s return,
To Facilitate new resources’ deployment,
Centralize all information useful for decision.
«In the morning, I open ClariLog and get feedbacks from my team concerning incidents, what’s late, etc. ClariLog is one of our main daily working tools.» declared M. Pougnard, Operations Manager.
The next step in the improvement process implemented by Niort healthcare center is providing a self-service web portal, ClariLog - Help me, to administrative and medical staff which allows them to issue requests and follow their handling status.