The most typical implementation of our service is via the I.T. Help Desk. A step behind Service Desk it's primarily purpose is to centralize support call management, escalation and reporting. Bringing to bear the benefit of I-Care™ web views, reporting and workflow can result in reduced ‘live’ effort at Tier 1. Reduced live effort at Teir 1 results in reduced cost.

Additional and typical structures include:

• 100% customer calls call into our Help Desk for technical support issues
• 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)
• Engine manages them
• 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!