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By Ed Simcox, Practice Leader, Logicalis Healthcare Solutions, and Sara Hunter, Service Delivery Director, Service Desk, Logicalis US

When we talk with healthcare organizations that have installed Epic electronic health records (EHR) solutions, they rave about the solution itself but almost unanimously voice concerns about the initial ramp-up period following the installation.  While their own Epic personnel are busy optimizing their use of the new environment, clinicians who are just getting up to speed on the new hardware and software have questions that need to be answered stat in order to help them effectively do their jobs.

While some issues require more advanced interventions, most could easily be handled by a level one service desk that really knows the Epic environment inside and out – something that Logicalis’ healthcare customers have urged us to create given the depth of experience we have with both Epic solutions and service desk offerings.

We want our healthcare clients to know we heard you – and at HIMSS17, we’re rolling out a brand-new Service Desk for Epic that will help you make the best use of your internal Epic resources by relying on ours for level-one service desk calls. By forwarding questions about password resets, recording or locating orders, and other day-to-day tier-one issues to Logicalis, hospitals’ internal Epic resources will be able to focus their time and attention on optimization of their Epic environments rather than repeat calls for known issues.

Because we have a nearly 20-year history in Epic implementations, we’re intimately familiar with Epic and can answer any number of tier-one support questions on the first call.  And, because we have a rich multi-year history providing healthcare service desk solutions as well, our Service Desk for Epic is governed by ITIL best practices and meaningful service level agreements.


Want to learn more?  Watch this brief introductory video or stop by the Logicalis Healthcare Solutions booth at HIMSS17 (booth #779). To find out why Logicalis is a leader in healthcare IT, visit the Logicalis Healthcare Solutions website. You can also download a datasheet that details seven key considerations when selecting an Epic Service Desk partner.  And to find out more about Logicalis’ experience with service desk offerings in general, read this service desk datasheet, then explore five reasons partnering with an experienced service desk provider may be the right move for your organization: