The University Hospital in Ostrava [FNO] holds a leading position among medical facilities in the Czech Republic. It is the largest state-run health facility in the Moravian-Silesian Region and provides health care for 1.2 million people. To treat patients, the FNO uses state-of-the-art instrumentation, follows modern trends, and has quite involved and effective treatment programs available. One of the great benefits is the maximal comprehensiveness of therapeutic procedures, from diagnosis through self-treatment to after-treatment care.
As outlined above, such a range of services is of course associated with an unusually large staff level (potential users of IT resources), comprising over 3000, and the corresponding quantity of IT equipment. This was hampered by the perceived tardiness of IT services, including their records of it, and the related insufficient logging of IT assets, all considered largely unsatisfactory.
After looking at available options, they chose the ALVAO solution. The reasons for this decision were primarily the following:
Scope and documentation of the project
As part of the implementation, all the objectives were met and gradually other functionalities were added in-house, such as:
Because the response from users was very positive, the rollout was progressively extended to include on the Service Desk portal the services of the technical and operational department, such as technical equipment maintenance, relocation or repairs of medical equipment.
“Thanks to the deployment of ALVAO Service Desk, the work of the IT department is more efficient, as managers have an overview of what their subordinates spend their time on, can identify the most time-consuming activities and so focus on their optimization,” says Tomáš Gregor, IT Services Manager at FNO. Staff appreciate the speed of request resolution, within the SLA agreed deadlines. Problem-solving is no longer ad hoc, and the provision of IT services is based on rules, which are followed.