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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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12-22-2022 08:53 AM
I would join a call to learn more as we recently rebooted our SN instance and are just starting the build of the Epic catalog requests.
JR thank you for sharing the file. Very Helpful.
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12-22-2022 09:33 AM
My apologies - Thank you Ryan for the list.
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12-19-2022 05:21 AM
This is very interesting. I'd love to network and chat about this. How do you manage the numerous different forms with your intake process? It seems helpful to get that information specific on the front-end, but navigating the forms to get to the right one could be cumbersome.
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12-19-2022 05:25 AM
I am curious as well Matthew. Would love to be part of this conversation. Intake is a hot topic right now within our org.
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12-19-2022 06:04 AM
This is very helpful! We just went live with epic and would love to learn from your experience. Could you please include me in the meeting as well.
Thanks,
Ashish
Ashish.Pagare@stjude.org
