Guided Notes
Application Support & Service Management
How EHR support works — service desk tiers, ITIL incident/problem/change, priorities and SLAs, writing great tickets and communicating with clinicians.
Support tiers
Slide 1 / 5| Tier | Who | Handles |
|---|---|---|
| Tier 0 | Self-service | Knowledge base, tip sheets, password reset portal |
| Tier 1 | Service desk | Logins, simple how-to, printer mapping, ticket logging |
| Tier 2 | Application support analysts / super users | Workflow problems, build issues, user setup |
| Tier 3 | Application analysts / interface / vendor | Defects, complex build, interfaces, code fixes |