NHS Forth Valley and SupportDesk ITSM tool Keeping the drama out of casualty – ?how a combined team monitors NHS Forth Valley’s IT heartbeat As the National Health Service has changed, so its IT management has had to develop and improve to keep pace with the increasing demands heaped upon it. Some ICT support staff are also based at Stirling Royal Infirmary and other office buildings. The main Service Desk often uses remote desktop tools to fix problems. “If a problem can’t be fixed remotely we have people who can quickly get to the actual desk site,” said Paterson who began work for NHS Forth Valley as a trainee in 1995. “When I started there wasn’t a help desk and an IT support team was just being put together.” Recalled Paterson who manages the Service Desk and first and second line des

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