BMN Blog

OCT 01
The Art of IT Service

Information Technology now dominates almost every part of our daily lives and in most cases, we do not have to think or worry the outcomes. We trust that what we input on our phones, keyboards and tablets will result in the right answer. With these repetitive motions it has allowed our business to grow and flourish. But what happens when those items break?

Personal computers made the jump from a privileged few to being used for business purposes in the early 1970’s. IBM revolutionized the microprocessor and introduced the IBM PC in 1981. Steve Jobs followed suit with the creation of the Apple Computer and the subsequent Macintosh line. IBM, Hewlett Packard, and Apple, though innovative when it came to the digital revolution, were slow to adopt after-purchase service for their products. It was like owning the first car, and if a part of the car broke, it was almost impossible to find someone to repair it.

Today, the after-market service for PC’s is pervasive. There are companies that have as few as two employees that can make needed repairs, and in most cases, do a good job. But what happens when your enterprise system needs repair? Two people cannot cover a critical enterprise system. You need a team. That is where the art of service comes in.

The most important starting point for all outsourced or insourced IT support is communication. IT companies and support staff should always be vigilant in communicating issues on a proactive and reactive basis. Do they communicate on issues such as upcoming software patches, backups, and planned internet outages? As a consumer of IT services, you pay to have up-to-date knowledge and systems. Can you look at your current systems and say with confidence that you are receiving good communication?

Most companies would enjoy having an in-house IT expert, but this is too expensive for a small to medium sized organization. IT service providers offer companies that expertise. In choosing an IT service provider it is important that you qualify these criteria:

  • Does the Service Provider understand your business IT needs as defined by the company?
  • Can they centralize your critical IT infrastructure?
  • Can they Support Mobile Accessibility?
  • Do they make IT Security a priority (and do you)?

In summary, here are some important reminders to consider when choosing your IT staff and Service Provider:

  • Do they communicate well with all levels of staff members?
  • Do they communicate with other IT Software Service Providers, e.g. EMR, PM?
  • Do they have proven experience to assist you moving towards your business goals?

In closing this excerpt from an Infoguard Cyber Security article explains why IT services are so important to your clinic:

In light of the sensitive nature of healthcare data and the mounting information security risks, it is critical for healthcare providers to have a robust and reliable information security service in place. The strategies should not only react and protect the healthcare data but also foresee and prevent any offensives launched by cyber criminals.

Hackers are always busy improving their techniques . They are using creative ways to exploit even the smallest loopholes in your networks.

Healthcare data is valuable to hackers. They can sell stolen healthcare data on the black market, use it for fraud, sell it to foreign agencies, sell patient identity information to other criminals, and use the data in illegal financial transactions.

Given the complex approaches being used by cyber criminals to steal healthcare information, hospitals and healthcare facilities must have unfailing information security in place. Only the best information security experts can protect your organization’s valuable data.


Joe Johnston, is a Technical Solutions Architect with

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