Office for ICT Service Management and Technological Support, responsible for administering systems, servers, and networks for over 4,500 users.

Challenge

The Corporació Sanitària Parc Taulí is tasked with providing healthcare services to a population of 400,000 citizens. To achieve this mission, it relies on robust infrastructures and information systems to manage the data generated, as well as ICT professionals who ensure the availability and proper functioning of corporate data and services.

Project

An TIC service management and technological support office is being implemented, staffed by a team of four resident engineers and coordinated by a Service Manager certified in ITIL (V3 Expert), ISO 27000, and ISO 20000. The tasks assigned to the office are:

• Incident and user management, with a volume of 4,000 annual tickets generated by a population of 4,500 users.
• Systems and server management, sized at 400 application servers.
• Network and security management, sized at 160 computers and 5,000 access points.
• Management of an TIC services catalog made up of more than 60 references.

Results

Achieving the service levels required by the hospital to ensure the proper functioning of its internal operations, which positively impacts healthcare outcomes, the satisfaction of its professionals and patients, and the institution’s reputation.