Hayes' Healthcare Blog

Ten of the most frustrating words for an end-user have got to be, “Please submit a ticket and we will complete your request.”   Not the words end-users want to hear when trying to resolve an issue or make a dictionary addition. The natural and most common response of course is, “Why do I have to complete a ticket for every request, even simple ones?”   Great question.

Both analysts and end-users express weariness on what appears to be needless steps in order to resolve an issue or a request.   So how to you create a tool that can be provided to management, analysts, and end-users to end this frustration? In a word, or actually three, a ticket tracking system. There are two ways to go with ticket tracking tools, you can purchase one or you can develop your own in house using SharePoint or another database system.

There are three major benefits to a ticket tracking system for your organization – tracking, reporting and communicating.

A new system implementation can really stir up a lot of dust within your organization!  Between trying to mitigate risks,
 complete required tasks, consolidate and contain the limits of the scope, reduce redundancy, design new workflows, and reconciliation, it really can feel like the needs of your end users are being sucked into a vacuum. An implementation is not “one size fits all” but it can feel like it in the beginning when you are introduced to the new technology and learn how others are using it in the industry.

Once you have completed the “hammering of the nails” behind the build, it is important to evaluate what has been done and what is not truly completed yet.  Once the dust of the go-live has fallen and settled on the floor, it’s time to “M.O.P. I.T.” up and begin the optimization process.