Guided Notes

Application Support & Service Management

How EHR support works — service desk tiers, ITIL incident/problem/change, priorities and SLAs, writing great tickets and communicating with clinicians.

Support tiers

Slide 1 / 5
TierWhoHandles
Tier 0Self-serviceKnowledge base, tip sheets, password reset portal
Tier 1Service deskLogins, simple how-to, printer mapping, ticket logging
Tier 2Application support analysts / super usersWorkflow problems, build issues, user setup
Tier 3Application analysts / interface / vendorDefects, complex build, interfaces, code fixes