The following service description covers incremental details specific to the Total IT Healthcare offer. For a full description of our overarching Managed Services covering response time expectations, implementation/onboarding, how we provide support, limitations and client responsibilities please start here.

Overview

Total IT Healthcare is a comprehensive managed service offering from ITS, designed specifically to meet the unique needs of the healthcare industry. This integrated solution combines infrastructure management, service desk support, advanced cybersecurity, and workplace services into a unified package.  

ITS enhances this offering with HIPAA compliance training, Security Risk Assessment to assist with governance, a service desk team with healthcare industry experience, and specialized support from Strategic Advisors (SAs) with healthcare industry experience. Additionally, select employees can benefit from VIP white-glove service, ensuring the highest level of personalized IT support. 

Total IT Healthcare is comprised of Total IT’s 4 main service areas. The table below summarizes the categories of services in Total IT Healthcare with a link to the full service description for each service area. 

Service	Summary
Advanced Cybersecurity	A suite of essential security measures providing a sound foundation to defend systems, data, and employees against the most prevalent threats. Includes Endpoint Detection and Response (EDR), Email Threat Protection & Monitoring, Enhanced Security Awareness Training, M365 Shield, Dark Web Monitoring, Multi-factor Authentication (MFA), and Web & DNS Protection.
Infrastructure Support	Comprehensive management of IT infrastructure, including servers, storage, and networking devices. Proactive infrastructure monitoring & alerting, cloud email & file backup, and firewall management. Server Backup solutions are a required add-on to Total IT unless client has an existing, supportable solution in place.
Service Desk	24×7 user support for software and hardware issues. Tiered approach to efficiently resolve problems at all complexity levels. Service desk team with experience in providing help desk response to the healthcare industry.
Workplace	24 x 7 support of end user workstation management from onboarding to offboarding. Includes Employee Onboarding and Offboarding, subsidized workstation provisioning, workstation patch management, workstation hardware break/fix, workstation monitoring & alerting, and workstation inventory tracking.
Role specific service:
Strategic Advisory (SA) Services	Total IT Healthcare clients are assigned a Strategic Advisor, with industry experience. They have a better understanding of the industry’s preferred software, compliance requirements, and will work with clients on an ongoing basis. SAs offer a regular point of contact for the client. SAs will schedule quarterly Strategic Review meetings and will prepare and maintain a 5 Year Strategic Roadmap. These Strategic Advisory Services are included at no additional cost.
Technical Alignment Expert (TAE) Services	Total IT clients are also assigned a TAE who will proactively identify issues in a client’s environment before they become incidents impacting users. TAE’s ensure the client’s technology environment aligns with ITS recommendations based on industry standards such as NIST and CIS. The TAE works in partnership with the client’s SA to build and maintain a Technology Roadmap.

Please follow the links above to see a full description of each service area.

Enhanced Security Awareness Training and Risk Assessment Overview

HIPAA Breach Prevention & Productivity (HBPP) is an online training platform designed to help healthcare organizations to meet HIPAA requirements. It provides annual training on HIPAA, Fraud/Waste/Abuse, and OSHA, with tracking and certification. Features include optional weekly micro-learning, security newsletters, phishing simulations with inbox analysis, dark-web monitoring, and an employee security-score dashboard. 

The platform reduces human-factor risk through simulated phishing and dark-web monitoring. An employee security-score dashboard and optional Microsoft Teams experience make progress visible to managers while keeping training accessible in daily workflows. Together, these elements help maintain audit-ready records and measurable improvements in user behavior. 

For governance, the platform provides a step-by-step questionnaire-driven Security Risk Assessment inside the platform’s portal. It also includes customizable Policy and Procedure templates as a starting point for organizations that do not yet have policies aligned to HIPAA requirements. To further support compliance, the platform also provides two consultations with an expert level HIPAA consultant, offering step-by-step guidance and an opportunity to address specific regulatory questions. 

Total IT Healthcare – VIP Service (optional premium service)

The VIP Service within Total IT Healthcare is designed to provide premium, white-glove IT support for key personnel, such as Physician owners and Senior Executives. This offering ensures expedited response times, and priority handling of all IT-related requests for VIP key personnel. VIP Service is an additional monthly cost per identified key personnel users. Service Level Objectives are as follows: 

Type	Measurement	Description
Urgent Response – P2	30 min	A technician will respond to the request and begin working the issue
High Response – P3	1 hour	A technician will respond to the request and begin working the issue
Normal Response – P4	1 hour	A technician will respond to the request and begin working the issue
Average Speed to Answer (ASA)	45 seconds	Phone calls will be answered on average within 45 seconds. (measured monthly)

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