Healthcare · Government · Education · Enterprise
Managed IT services for
health systems, 24x7.
In brief
InterScripts managed IT services run the applications, infrastructure, security, devices, and helpdesk for health systems, state and local government, K–12 and higher education, and enterprise customers under one operating model. EHR, ERP, and SaaS support, 24×7 NOC and SOC, on-the-ground field services, MDM, and multilingual call-center support, all under contractual SLAs.
P1 response
< 15 min SLA
Certified
HITRUST r2 · SOC 2
Numbers your clinicians or end users actually feel.
SLAs we put on paper, measured weekly, and reported every month, not vanity metrics.
First-Call Resolution
P1 Response SLA
TCO Reduction
NOC Coverage
What managed support actually changes.
Three groups of stakeholders feel the difference within the first 90 days.
Users stop waiting on tickets.
Whether it is a clinician in an Epic chart, a teacher in Canvas, or a procurement lead in Workday, our service desk answers in under 30 seconds and resolves 98% of issues on first call. People stay in their workflow, not on the phone.
CIOs stop firefighting infrastructure.
Aging servers, manual patching, audit panic, we replace it with a single operating model: 24×7 monitored, runbook-driven, ITIL-aligned, and audit-ready under HITRUST, SOC 2, FedRAMP, and FERPA controls. Your team gets the bandwidth back to ship strategy.
CFOs stop paying for over-capacity.
A hybrid onshore + nearshore + offshore model lowers total cost of ownership by 30% on average, without sacrificing response SLAs. Pay for the coverage you actually consume, not the headcount you inherited or the seasonal peak you only hit twice a year.
Built for the sectors that can't go down.
One operating model, tuned for the unique compliance, peak-load, and stakeholder profile of each sector we serve. Same SLAs. Same bench. Different runbooks per industry.
Healthcare
Health systems · Payers · Life sciences
EHR support, HIPAA-aligned helpdesk, ambient AI rollouts, and clinical-floor at-the-elbow. HITRUST r2 + SOC 2 II delivery posture.
Government
Federal · State · Local
GSA Schedule 70 contracts, CMMI Level 3 delivery, FedRAMP-aligned cloud ops, and 50-state field support for agencies and authorities.
Education
K–12 · Higher Ed · Districts
Student information systems, LMS support (Canvas, Blackboard, Moodle), 1:1 device fleets, classroom AV, and seasonal scale during enrollment surges.
Enterprise
Financial · Retail · Manufacturing
ERP support (Workday, SAP, Oracle), SaaS ops, security operations, distributed branch support, and contact-center augmentation under SOC 2 controls.
Five delivery towers.
One contract. Five delivery towers across applications, infrastructure, security, field/devices, and helpdesk. Engineered to be layered together, or consumed individually as you mature.
Application Support. EHRs, ERPs & 3rd-Party SaaS.
Tier 2/3 support for the platforms your business runs on: Epic, Cerner/Oracle Health, MEDITECH, Allscripts on the clinical side; Workday, SAP, Oracle ERP on the back-office side; Salesforce, ServiceNow, Microsoft 365, and a long tail of third-party SaaS. Certified analysts cover break/fix, optimization, upgrade testing, and integration, under contractual response SLAs.
Talk to deliveryInfrastructure & Cloud Operations.
Monitoring, patching, backup, and DR for on-prem datacenters, Azure, AWS, GCP, and hybrid environments. Our 24×7 NOC enforces ITIL change management, runs proactive capacity reviews, and ships monthly SLA, capacity, and audit reports, so executives know platform health before the board does. Same operating model whether you are a regional hospital, a state agency, or a 5,000-school district.
Talk to deliverySecurity Operations & Compliance.
A SIEM-fed SOC, vulnerability management, identity governance, endpoint detection & response, and continuous compliance evidence, mapped to HITRUST r2, SOC 2 Type II, HIPAA, FedRAMP, FERPA, CJIS, and PCI-DSS depending on which set of auditors you answer to. Artifacts on demand, not a six-week scramble.
Talk to deliveryOn-Ground Field Services & Device Management.
Boots-on-the-ground technicians across 50 states for hospital floors, school buildings, government facilities, and corporate branches. End-to-end device lifecycle: imaging, deployment, MDM (Intune, Workspace ONE, Jamf), break/fix, refresh cycles, secure decommissioning, and asset-tag-to-EOL audit trails. We handle the laptops, the COWs, the carts, the kiosks, the printers, the badges, and the iPads.
Talk to deliveryService Desk, Call Center & VIP Support.
Multilingual Level 1 / Level 2 support across phone, email, chat, portal, MS Teams, and Slack, integrated with ServiceNow, Jira Service Management, or Freshservice. Healthcare-tuned for clinical helpdesk, education-tuned for student/parent support, government-tuned for citizen-facing call centers. White-glove VIP support for executives, physicians, principals, and elected officials measured against CSAT, AHT, FCR, and abandonment every single week.
Talk to deliveryHow a ticket actually flows.
Five stages, one runbook-driven pipeline. The same path whether the request is a clinician password reset or a P1 EHR outage at 3 a.m.
Stage 01
Intake
Omni-channel capture
Phone, email, portal, chat, and integrated EHR alerts converge into ServiceNow / JSM with auto-classification.
Stage 02
Triage
Severity & routing
AI-assisted triage applies P1–P4 severity, runbook lookup, and routes to the right pod within seconds.
Stage 03
Resolution
Certified engineers
Epic-credentialed, ITIL, and CHIME-trained engineers execute against playbooks with full audit trail.
Stage 04
Continuous Improvement
Root cause & uplift
Weekly RCA cadence, problem records, and automation backlog feed measurable SLA and FCR uplift.
Stage 05
24×7 NOC
Always-on watch
Follow-the-sun NOC monitors infrastructure, apps, and security telemetry 365 days a year.
Integrated with ServiceNow · Jira Service Management · Microsoft Teams
New · Executive White Paper
The 2 AM standard
A buyer's guide to 24×7 healthcare service desks, after-hours benchmarks, the true cost of in-house coverage, and the “two front doors” standard for clinician and patient support.
Includes healthcare service-desk benchmarks and an 8-question service-desk check you can score in minutes.
Our Certifications
InterScripts maintains the highest certification levels and regulatory standards to ensure safety, security, and compliance for every client.
Every CIO looks for partners that are faster, better, and more cost-effective. InterScripts delivered on all three for Reid Health.
Muhammad Siddiqui
Chief Information Officer, Reid Health
Why are you even looking at other vendors?
Ryan
IT Leadership, Children's Nebraska
Ready to stop firefighting your IT? Let’s talk.
Bring us a single application, an entire tower, or your whole environment. We’ll scope a 90-day stabilization plan and show you the SLA, FCR, and TCO targets in writing before you sign anything.
What do health systems ask about managed IT services?
What is included in InterScripts managed IT services for hospitals?
A single accountable team covering 24×7 NOC monitoring, infrastructure and application sustainment, ITIL-aligned incident / change / problem management, vulnerability and patch management under HITRUST r2 controls, integrated service desk, and on-call clinical-system support.
What SLA does InterScripts offer?
Standard managed-services SLAs target 99.9% platform availability with P1 response within 15 minutes, P2 within 60 minutes, and continuous reporting on Mean Time To Acknowledge (MTTA) and Mean Time To Resolve (MTTR). Custom SLAs are available for federal mission systems.
Does InterScripts handle Epic and Cerner managed services?
Yes. InterScripts operates managed services for Epic, Oracle Health (Cerner), Meditech, and Workday environments with credentialed engineers, including Epic and Workday certifications.
Are managed services available 24×7 with multilingual support?
Yes. The follow-the-sun delivery model spans Chantilly VA (US business hours), Medellín CO (nearshore, EST-aligned, bilingual English / Spanish), and Hyderabad IN (overnight build-and-test scale), giving full 24×7 coverage on one accountable bench.
Are managed services HITRUST and HIPAA aligned?
Yes. All managed services operate under HITRUST r2, SOC 2 Type II, and ISO 27001:2022 controls, with HIPAA Privacy and Security Rule alignment and ISO 9001:2015 quality management.
Does a hybrid onshore, nearshore and offshore model reduce managed services cost?
A hybrid onshore, nearshore and offshore model lowers total cost of ownership by 30% on average without sacrificing response SLAs. Customers pay for the coverage they consume rather than inherited headcount or a seasonal peak.
Which ticketing and collaboration tools does the managed service desk support?
Multilingual Level 1 and Level 2 support across phone, email, chat, portal, Microsoft Teams and Slack, integrated with ServiceNow, Jira Service Management or Freshservice, and measured weekly on CSAT, AHT, FCR and abandonment.
Can government agencies procure managed IT services through GSA Schedule?
Yes. InterScripts holds the GSA Multiple Award Schedule (MAS) and active state BPAs in Utah, Michigan, Pennsylvania and Washington County, and is a Minority-Owned and DBE-certified business.