Redefine healthcare service delivery to ensure better patient and staff experiences with the AI-driven unified service management platform.
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From EHR systems and imaging devices to pharmacy software and connected medical equipment, modern care delivery depends on a wide range of technologies. With so many clinical and administrative systems working together, healthcare organizations need an ITSM solution to bring everything into one place. An ITSM platform centralizes how IT incidents are resolved, how service requests from healthcare staff are fulfilled, and how safe, well-governed IT changes are carried out. By standardizing processes, enforcing best practice workflows, and coordinating service delivery across multiple departments and locations, an ITSM tool empowers healthcare providers to deliver safer, more reliable, and uninterrupted patient care.
Give healthcare staff one unified portal to request services, report issues, and self-resolve everyday problems with easily accessible solutions.
Protect ePHI and other sensitive data with best practices that help you comply with industry regulations like HIPAA.
Leverage smart assistance for your incident response with intelligent predictions, GenAI-powered knowledge, and smart overviews for quicker resolutions.
Design and automate complex processes across the hospital with digital workflows that can help put your IT team's productivity on autopilot.
Track and manage all IT and non-IT healthcare assets throughout their life cycle and seamlessly inventory IoMT devices from a unified console.
Whether a nurse is locked out of the EHR or the pharmacy system is down in another clinic, meet users in their preferred support channels. Healthcare operations can span multiple hospitals, clinics, and care units. With a unified portal and AI-driven self-service, healthcare staff can easily self resolve issues like login problems, network connectivity, and equipment access or seamlessly escalate to IT when needed.
Configure how users' personal information should be handled in ServiceDesk Plus. During request creation, capture and encrypt ePHI and other sensitive data to comply with government regulations like HIPAA. You can also anonymize and erase this data from the application whenever needed.
Create custom access request templates for computerized patient record systems and other clinical software and make them visible only to the right user groups. Trigger automated access provisioning workflows with a hierarchical approval structure and notifications, ensuring every access request is approved and documented.
Mitigate outages and keep hospital services running smoothly with ITIL-aligned incident management capabilities. Leverage AI-powered triage to accurately categorize, prioritize, and route incidents to the right incident response teams and fire up visual workflows to guide IRT members in meeting SLAs and responding swiftly. Your teams can also perform detailed RCAs with a tightly integrated problem management module and generate post-incident reviews with Zia's GenAI capabilities.
Streamline onboarding and off-boarding with automated, end-to-end workflows that ensure new staff receive the right system access permissions from day one, while departing employees have their access revoked promptly to protect sensitive data. Automate processes across your AD and HRMS tools without writing any code by leveraging ServiceDesk Plus's native integration with Zoho Flow, the iPaas platform from Zoho.
Manage every modification to your healthcare IT environment through structured change workflows. Record, review, and approve even minor configuration updates to pharmacy applications and strengthen regulatory compliance with standardized change controls, CAB reviews with multi-level approvals, and complete audit trails.
From healthcare staff endpoints to pharmacy systems, track every IT and clinical asset in one unified system. Discover and inventory assets, map their relationships in a native CMDB, and speed up impact analysis during outages or changes. Manage purchase orders, warranties, and vendor contracts alongside your assets for tighter cost control and complete visibility.
Manage HVAC and facilities requests from a dedicated facilities instance in the same unified portal. Standardize how issues are logged, routed, and resolved, while scheduling preventive maintenance tasks to keep equipment running efficiently. Visualize hospital rooms and physical spaces across locations with a dedicated space management module for easier coordination and decision-making.
"Definitely like the ease of configuration [in ServiceDesk Plus]. That's hard to find. I've used some really big software solutions in the past, and none of them have been quite that easy. I love that I've been able to see some of the processes that are already thought through in [ServiceDesk Plus], which we had to build from scratch in previous solutions."