Project Management

Standardizing Help Desk Incident Management Reduces Costs by Over $4,000 Per Month, Slashes Time to Resolution, Improves Clinician Support

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Executive Summary

Vancouver Coastal Health (VCH), one of British Columbia's six regional health authorities, was formed in 2001 by consolidating some 50 different healthcare systems in British Columbia. Vancouver Coastal Health wanted improved ability to process support requests efficiently and cost-effectively. VCH consolidated disparate support organizations under a single, standardized, ITIL-based help desk tool.

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