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Application Management & Help Desk Services 2021
AMS & Help Desk 2018

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Managed IT Services 2024 Managed IT Services 2024
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Managed IT Services 2024
Which Firms Are Best Equipped to Fill Help Desk & AMS Needs?

author - Daniel Zeitner
Daniel Zeitner
author - Jonathan Christensen
Jonathan Christensen
author - Kevin Huang
Kevin Huang
April 3, 2024 | Read Time: 6  minutes

Due to staffing shortages and rising costs, healthcare organizations are increasingly looking to outsourced managed services firms to relieve the burden of hiring and maintaining IT staff—enabling organizations to reallocate and better utilize their in-house resources. This report—the first in a series to focus on managed IT services—examines which firms consistently deliver quality application management services (AMS) and help desk services to healthcare provider and payer organizations; it also shares insights into the managed IT services market, including the pain points driving organizations to adopt and expand use of IT outsourcing. KLAS intends to publish reports on the other two managed IT services verticals later in 2024.

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Key Findings:

  1. Pivot Point Consulting, CereCore, GAVS Technologies & CTG Highlighted for High-Quality Services & Strong Partnership
  2. Nordic & Tegria Able to Scale but Struggle with Staff Consistency
  3. Some HCTec & HCLTech* Clients Dissatisfied with Staff Quality; Oracle Health* Clients Report Poor Service Post-Acquisition
  4. Most Respondents Plan to Maintain or Increase Use of Managed IT Services to Mitigate Cost & Staffing Challenges

*Limited data

author - Natalie Hopkins
Natalie Hopkins
author - Breanne Hunter
Breanne Hunter
author - Sydney Toomer
Project Manager
Sydney Toomer
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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. © 2024 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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