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AMS & Help Desk 2018

AMS & Help Desk 2018
Which Firms Are Exceeding Expectations and How?

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Both the number of relevant firms and the depth of services offered within application management services (AMS) and help desk services have expanded in recent years. Some long-term players in the market are falling behind (e.g., CareTech Solutions, Cerner, and NTT DATA), and a few newcomers have widened the field (e.g., Cumberland, emids, HCTec, Nordic, and ROI Healthcare Solutions). KLAS spoke to 130 provider organizations who shared their experience with their AMS and help desk firms.

Key Findings

  1. Nordic & Cumberland, Newcomers, with Epic Application Expertise, Deliver Strong Customer Experience
  2. Cerner, with Largest Customer Base, Delivers Poor Experience for Some
  3. Previously Best in KLAS, CareTech Sees Dramatic Performance Drop
  4. Broad Firm GuideIT Offers Strong Collaboration; NTT Data Falls Behind with 0% Reporting Exceeded Expectations
  5. Key Metric High & Low Performers
  6. IT Outsourcing: Industry Insights & Context
  7. Wide Variation in Customer Expectations
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This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2019 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.