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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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01-04-2023 05:39 AM
We are still using Catalog and do not have Demand turned on yet. We are planning to turn on Demand this year and will go through this same exercise - looking forward to learning from others as well!
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05-15-2025 08:14 AM
Absolutely agree that understanding the scope of Epic EHR requests is essential, especially when building out service catalogs or planning implementations. One thing that often gets overlooked is the total cost of implementing an EHR system — it's not just about software licenses, but also infrastructure, training, integrations, and long-term support. A comprehensive breakdown can really help healthcare organizations budget wisely and avoid hidden expenses down the line.If you're looking for a well-structured guide on this, I recommend checking out this detailed article: https://www.cleveroad.com/blog/ehr-implementation-cost/
