{"id":74111,"date":"2026-09-30T13:56:14","date_gmt":"2026-09-30T11:56:14","guid":{"rendered":"https:\/\/alistar.net\/?post_type=referentie&p=74111"},"modified":"2026-09-30T13:56:29","modified_gmt":"2026-09-30T11:56:29","slug":"parnassia","status":"publish","type":"referentie","link":"https:\/\/alistar.net\/en\/referentie\/parnassia\/","title":{"rendered":"\u201cAlistar\u2019s strength lies in taking the hassle out of things.\u201d"},"content":{"rendered":"

Erik: Our request was that we needed extra people on an on-call basis at the service desk\u2014specifically, people who possess a certain service-oriented mindset and ability to connect with others. I was already familiar with Alistar\u2019s vision, and it resonated with me. In this role, it\u2019s not necessarily about whether you have a background in IT; it\u2019s about mastering the art of taking people\u2019s worries off their hands. As a service desk, you\u2019re constantly taking the pressure off your colleagues. They always need to feel confident that everything will work out. It\u2019s been a success; we\u2019re now working together on a permanent basis and have expanded our partnership to include process management as well.<\/p>\n\n\n\n

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Contact us<\/a><\/div>\n<\/div>\n\n\n\n
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\u201cIt\u2019s a positive thing that Alistar staff members often don\u2019t have a background in IT.\u201d<\/h2>\n\n\n\n

Leander: As a process manager, it\u2019s my responsibility to resolve incidents and problems reported by the organization as quickly as possible. That may sound like the same thing, but a problem is a larger issue\u2014it consists of multiple incidents with the same root cause. This means there\u2019s an underlying issue that we often have to resolve in collaboration with other departments. The Process Management Team consists of four process managers, with whom we hold weekly meetings because many processes overlap. I also work closely with the application management team. Short lines of communication are incredibly important in our work: if a priority-1 incident occurs, we can immediately coordinate with the application managers to resolve the problem as quickly as possible.<\/p>\n\n\n\n

Mike: That solution-oriented approach is essential. It\u2019s actually a positive thing that Alistar staff members often don\u2019t have a background in IT. They\u2019re less influenced by the kind of experience you gain in IT, and they don\u2019t take things for granted. They\u2019re very service-oriented, and they also pick up technical skills quickly. \u00a0<\/p>\n\n\n\n

Erik: That\u2019s also why this partnership works for both parties. Together with Alistar, we took a close look at how we could join forces. Through this work, Alistar staff members quickly learn what it means to work at a service desk\u2014and then what it\u2019s like to be part of other departments within a large organization. And we\u2019re glad to have the extra help. We receive around 90,000 requests annually. That requires a well-oiled machine. Together, we\u2019ve created that machine.<\/p>\n\n\n\n

Mike: That\u2019s really how it feels to us, too. We welcome everyone, whether you\u2019re under contract with Parnassia, Alistar, or another company. In this department, we\u2019re practically on top of each other day and night; we\u2019re constantly working together to provide the best service. That creates a sense of connection.<\/p>\n\n\n\n

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The greater the impact on healthcare, the faster we'll provide assistance.<\/p>\n<\/blockquote>\n\n\n\n

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Leander: I really like it, too. The incident management part was already pretty much up and running when I got here, but I\u2019ve worked hard on Problem Process. In many organizations, PM is the neglected stepchild. I kind of understand why\u2014because an incident is almost tangible: you have a problem right now, and it needs to be solved right now. In Problem Management, you look at an underlying problem. There are often workarounds for those, which means the real problem often gets pushed into the background. I\u2019ve made sure these processes are now getting more attention\u2014it\u2019s even an item on our weekly agenda now. I achieved this by consistently asking questions of everyone involved and demonstrating how valuable solutions can be for all parties. This creates a sense of flow in the processes and teams. And it\u2019s worked out well, because the number of problems has since been cut in half.  <\/p>\n\n\n\n

Erik: We do all of this for the end user. That end user, by the way, is very diverse\u2014ranging from support staff to nurses to secretaries. Many of these people are in direct contact with patients, so our work really has to be top-notch. If the device they\u2019re using isn\u2019t working, they want\u2014and need\u2014immediate assistance. That\u2019s why you need good people who understand the situation of the person on the other end of the line. That empathy and service-oriented mindset have to come naturally to you. And we\u2019re actually doing quite well in that regard: our service desk is able to resolve 83% of those tens of thousands of requests. And the teams at Leander, for example, are working very hard on the rest. We\u2019re very proud of that. We\u2019re all people with a passion for healthcare.<\/p>\n\n\n\n

Leander: The biggest part of success involves building support and showing people that everyone has a stake in solving the problems\u2014even if it doesn\u2019t directly affect your own department. It\u2019s about the overarching need, whether you work at the service desk, in process management, or in telecommunications. That\u2019s why we conduct impact analyses for all incidents and issues. This allows us to see how much of an impact they have on the end user and helps us prioritize our work effectively. And afterward, we write reports: what went wrong, how did we resolve it, and what can we do to prevent it in the future? This is extremely valuable, including for external parties we collaborate with\u2014and therefore for our service desk as well.  <\/p>\n\n\n\n

Nienke: One of the processes we\u2019re currently working to improve as a result is incident reporting. Parnassia employees currently do this mainly by phone, but we\u2019re now encouraging reports via a form on our digital service portal. That\u2019s more efficient, and it also makes it easier for us to prioritize reports. We\u2019re working hard to optimize the system, and we\u2019re already seeing from the numbers that the number of phone calls is steadily decreasing. But we certainly don\u2019t intend to get rid of the phone number\u2014of course, you should always be able to speak to someone if you have a problem.  <\/p>\n\n\n\n

Erik: I think that\u2019s why Alistar staff members fit so well within our organization\u2014because they feel the freedom to take responsibility and suggest improvements. I don\u2019t see that as much with other vendors we hire. They help you, do their job, and that\u2019s where it ends. That\u2019s where Alistar really sets itself apart from the rest.<\/p>\n\n\n\n

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\u201cYou learn a lot very quickly here.\u201d<\/h2>\n\n\n\n

Nienke: One of the reasons you\u2019re hired at Alistar is because you\u2019re a fast learner. At Parnassia, we get excellent guidance: all the systems and processes are explained thoroughly, and it\u2019s very clear where to find information. And after two weeks, it\u2019s time for your first real phone call\u2014that\u2019s when you really have to stand on your own two feet and are forced to solve problems. That\u2019s how you learn a lot very quickly.<\/p>\n\n\n\n

Mike: They\u2019re all young, passionate, and motivated people who are eager to learn. They bring a breath of fresh air to the company. I love seeing how they develop here over the course of a year, and then go on to grow further elsewhere. That\u2019s also very healthy.  <\/p>\n\n\n\n

Erik: For me, Alistar\u2019s strength in this partnership really lies in taking the pressure off us. Two years ago, we were in a real bind\u2014a lot of people were leaving, and the job market was, and still is, extremely tight. We have 14,000 colleagues here and process 90,000 reports per year. So it\u2019s really great that we now have enough capacity to help all our colleagues as best as we can and minimize incidents and problems.<\/p>\n\n\n\n

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Want to make your workplace future-proof?<\/h2>\n\n\n\n

We'd be happy to tell you more about how we work and how we can help your organization move forward.
Please provide your contact information. One of our team members will get in touch with you as soon as possible. There\u2019s no obligation on your part, of course.<\/a><\/p>\n\n\n\n

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Contact us<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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The Parnassia Group is a mental health care provider with locations throughout nearly the entire Netherlands. As the technical management team leader, Erik te Hoonte works every day to take the pressure off some 14,000 employees, who account for about 90,000 reports to the IT service desk each year. Together with Mike van den Berg (service desk team leader), Nienke Slegtenhorst (service desk agent), and Leander Bakkers (Incident & Problem Process Manager), we discuss what this all entails and where the strength of the partnership with Alistar lies.<\/p>","protected":false},"featured_media":74001,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false},"tags":[],"industrie-type":[],"interesses":[388,1334],"techologie":[],"alistar_language":[],"class_list":["post-74111","referentie","type-referentie","status-publish","has-post-thumbnail","hentry","interesses-it","interesses-staffing"],"acf":[],"yoast_head":"\n"De kracht van Alistar zit in het ontzorgen." - Alistar<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/alistar.net\/en\/reference\/parnassia\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\""De kracht van Alistar zit in het ontzorgen." - Alistar\" \/>\n<meta property=\"og:description\" content=\"De Parnassia Groep is een zorginstelling voor geestelijke gezondheidszorg en heeft vestigingen door bijna heel Nederland. 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