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12-18-2022 07:03 AM
My organization is in the process of revamping our Service Catalog as we have recently introduce Demand Management, PPM, and the suite of SPM. Before these apps were deployed, some Service Catalog entries were created that now would better align as strategic requests (demands) that would eventually become projects, enhancements, or agile artifacts.
As we begin this clean up, I’m wondering if there other healthcare organizations that are using Epic Systems’ EHR that would be willing to share examples of Epic requests that they are initiating as Service Requests. While access and training requests are certainly examples, curious what other Epic based Service Catalog items you use (eg BPA requests, Flowsheet adds/edits, etc, or do you classify these as product enhancements/changes)?
Thank you!
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12-18-2022 12:08 PM
Our Epic team has about 300 catalog items in support of the EHR which is Epic and other health application systems. The team found that having a well-built catalog keeps the routine support requests flowing and prevents the demand\project lifecycle from holding up routine support and small enhancements (less than 40 hours). All catalog items have SLA's and estimated labor effort. They work very hard on their catalog items and many have been refined over the past few years. Two years ago we trained 20 citizen builders outside of the ServiceNow team to create and maintain their own catalog items. This includes building dynamic forms, workflows, and the ability to use an integration hub for data flow and automation.
I did a quick extract to PDF for you to see our current active items in this space.
I would be willing as well to pull together a short meeting and invite our epic catalog builders and other folks from the epic team to share.
Ryan
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12-18-2022 07:07 AM
Hi JR,
We use Epic at our org and have numerous Epic specific requests in our service catalog that result in a service request or demand. Happy to jump on a call to run through them with you.
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12-18-2022 07:12 AM
That would be amazing! Thank you so much! I will reach out tomorrow to coordinate a call. Greatly appreciate your willingness to help!
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12-18-2022 12:08 PM
Our Epic team has about 300 catalog items in support of the EHR which is Epic and other health application systems. The team found that having a well-built catalog keeps the routine support requests flowing and prevents the demand\project lifecycle from holding up routine support and small enhancements (less than 40 hours). All catalog items have SLA's and estimated labor effort. They work very hard on their catalog items and many have been refined over the past few years. Two years ago we trained 20 citizen builders outside of the ServiceNow team to create and maintain their own catalog items. This includes building dynamic forms, workflows, and the ability to use an integration hub for data flow and automation.
I did a quick extract to PDF for you to see our current active items in this space.
I would be willing as well to pull together a short meeting and invite our epic catalog builders and other folks from the epic team to share.
Ryan
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12-18-2022 05:14 PM
This is incredibly helpful, thank you! I will send a message to coordinate a call. Greatly appreciate your willingness help!
