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AMS & Help Desk 2018

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Application Management & Help Desk Services 2021 Application Management & Help Desk Services 2021
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Application Management & Help Desk Services 2021
COVID-19 Rapidly Accelerates the Need for End-User Services

author - Ryan Oliver
Ryan Oliver
author - Lois Krotz
Lois Krotz
author - Cathy McCabe
Cathy McCabe
May 25, 2021 | Read Time: 8  minutes

Current Time Inside Cache Tag Helper: 2/2/2023 11:29:12 PM and Model.reportId = 1595

The COVID-19 pandemic accelerated the demand for IT managed services, especially patient-facing help desk services. In addition, demand for third-party application management services (AMS) has increased as provider organizations seek to free up internal staff to work on strategic initiatives. This report examines which firms execute well and drive outcomes in AMS and help desk engagements.

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Current Time Inside Cache Tag Helper: 2/2/2023 11:29:12 PM and Model.reportId = 1595

Key Findings:

  1. Types of AMS & Help Desk Partners
    • Expansive Firms
    • Broad Firms
    • Niche Firms
  2. Expansive Firms
    • Stellar Communication & Customer Service Lead to Strong Execution for Nordic Engagements
    • NTT DATA Clients Struggle with Firm’s Internal Changes; Good Relationships & Support Boost Satisfaction with Cerner
  3. Broad Firms
    • Innovation from ettain health & GuideIT Drives Strong Outcomes
  4. Niche Firms
    • Talon Healthy IT Services Delivers Strategic Mind-Set & Solid Help Desk Execution
  5. Industry Insights and Context
    • With Patient-Facing Solutions on the Rise, More Will Be Asked of Help Desk Providers
author - Madison Moniz
Madison Moniz
author - Natalie Jamison
Project Manager
Natalie Jamison
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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. © 2023 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.

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