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Managed IT
A response time you can plan around
Support that stops being a lottery
Tiered helpdesk, endpoint management and a real SLA replacing an arrangement where response time depended on who happened to be free.
- Client
- A regional healthcare group
- Work
- Managed IT
- Sector
- Healthcare
- Year
- 2025
Results
- Sites under one SLA
- 9
- Triage
- By clinical impact
- Asset visibility
- Complete inventory
The story
The challenge
Two internal staff covered nine sites with no ticketing, no asset inventory, and no agreed response time. Urgent and trivial requests arrived through the same channel and competed on volume rather than importance.
The approach
Inventory first — an SLA against unknown assets is a promise nobody can keep. Triage tiers defined with the clinical teams so urgency reflected patient impact rather than who escalated loudest.
What we built
Tiered helpdesk with a published SLA per tier, endpoint management across every site, and vCIO advisory that turned reactive replacement into a planned refresh cycle.
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