In enterprise accounts the concept of the management of all Incident, Problem and Change by Tier 1 is typical. Being the Single Point of Contact for all requests allows us to centralize the assignment, escalation and process facilitation. Considerable benefits are realized in workload management, balancing and escalation of Tier 2, 3 transactions.

The CxO, Operations Executives and their subordinates receive customized reports and web views, clearly illustrating the performance of their internal services chain. They are able to view individual workload (our team and theirs) as well as transaction status and historical reports online.

Additional and typical structures include:

• 100% customer calls call into our Service Desk
• Provide all end users with a single 1.800# for ALL IT Related Issues
• We commit to x% solved at Tier 1 by incident and subtype, i.e. 70% of software problems
• We route (but continue to own and manage) all ‘other’ unsolved issues to customer defined Tier 2/3 resources including subs, 3rd parties
• Each party gets an I-Care™ ID (end users, I.T. management, field resources)
• The I-Care™ workflow Engine manages the majority of transactions, alerting us and you to those transactions coming close to an SLA breach.
• Web Access enables customer ‘acceptors’ and ‘managers’ to view performance against open incidents and participate in service chain without ‘calling their account manager’ to ask what is going on.
• CONCEPT: Allow customers to out-task and benefit from process, tools and combined labour pools WITHOUT LOSING CONTROL!