A simple, reliable ITSM tool that is suited to the healthcare sector
With 140 establishments and 36,000 employees, Ramsay Santé’s information systems department recognized the need to implement a stable, high-performance ITSM solution to improve helpdesk and ticketing operations.
In an environment as sensitive as healthcare, the ITSM tool is an invisible but essential pillar in the smooth running of medical facilities. The Group therefore needed to choose a tool that would meet the requirements of the hospital sector (continuity of care, service quality, data security, operational efficiency, etc.).
“Our IS Department very quickly singled out iTop because of its simplicity and reliability. We didn’t want to go for tools that were too complex to implement,” explains David Roussin, head of the Ramsay Santé service centre.
A portal for 20,000 users
Ramsay Santé called on TeamWork, iTop editor Combodo’s Geneva-based integrator, to unlock the solution’s full potential. Philippe Dupuy, who is responsible for iTop offerings at TeamWork, explains: “The Ramsay team was looking for a partner who could help them continue to develop and customise iTop to meet their needs.»
TeamWork’s support is two-fold:
- Technical expertise, customising iTop in line with requirements,
- Operational continuity, with ongoing technical support to ensure platform reliability and performance.
“iTop is now in use as the unique platform for all Ramsay Santé establishments in France, 140 in all. The portal is accessible to 20,000 potential users and is actively used by 230 staff for their support activities,” says David Roussin.
A platform that delivers stability and accuracy
Since iTop was introduced in 2017, the platform’s performance has been stable, meeting user expectations and industry challenges. “We have never encountered any problems since the tool was introduced, whether in terms of performance, crashes or version upgrades.”
The availability of IT support is all the more strategic given that critical incidents (network failures, problems accessing software or patient files, etc.) can bring medical services to a standstill and have a major impact on quality of care.
Using iTop has enabled us to produce concrete, tangible resources for managing critical incidents.“This strengthens our ability to provide accurate information to management during major events.”
