Healthcare ITSM checklist: 17 critical GDPR Compliance Points

Your ITSM platform processes health data. This creates health inferences that require the same protection as directly collected health data.

Audit how you manage health data in the ITSM platform, and stay clear of material consequences.

Download the Healthcare ITSM checklist

Your ITSM system processes health data. Is it GDPR-compliant?

KEY INSIGHTS FROM THE CHECKLIST

Health apps share data with third parties without proper disclosure. The same risk exists in service desk integrations
Standard ITSM processes fail Article 9 special protections for health data, exposing organizations to fines
Many teams lack the documented procedures to meet the 72-hour requirement
Healthcare ITSM solution requires the same protection as the medical records it handles

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ITSM platform used in healthcare needs special care

Standard service desk processes expose health data

When employees request disability accommodations or nurses report clinical app issues, your ITSM tickets contain special category data under GDPR Article 9. Most service desks treat all tickets uniformly, collect data "just in case," and add third-party integrations without verified data processing agreements.

You can't protect health data you haven't classified

95% of individuals can be identified from four location data points. Your ITSM logs track where technicians go, which clinical apps users access, which medical devices connect. These patterns create health inferences requiring Article 9 protections—but most platforms treat all tickets the same.

17 controls to close compliance gaps

This checklist covers consent management, data classification, vendor oversight, breach response, and access controls. Organizations that address these systematically know which tickets contain health data, who can access them, and how long they're retained.

The business impact can be material

44%

Percentage of health apps share personal data with third parties without disclosure. The same risk can exist in your ITSM integrations.

72 hours

Required timeframe for data processor breach notification. Teams without documented procedures consistently fail this requirement.

20 million €

Maximum fine is €20 million (or 4% of global annual revenue, whichever is higher) for health data violations

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