Incident Management

IT Help Desks and Service Desks are the heartbeat of a Service organisation and often their most exposed face towards the internal customers. They have to be perfectly organized, highly reliable and performing, and still cost-conscious and efficient. Their results and working state has to be made permanently transparent regardless of where they sit and what part of your infrastructure and application platform they are responsible for.

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We analyse your existing support organisation and help you design, implement, and optimize your incident management concept. We support you identifying the right channels of implementation and management, improve your role concepts and processes to increase efficiency and improve your service levels and KPIs to ensure quality and reliability. We make sure that your internal customers can always trust on your people and processes. We help you create positive visibility and transparency and communicate your offerings and support within your organization as well. We harmonize your IT with your business support and thus strengthen your application support. We integrate distributed service organisations or different service levels to make them a seamlessly collaborating commodity for your business organization.

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Our strategic and tactical services include:

• Review and validation of your current incident management processes

• Review and optimisation of your service or help desk organisation

• Optimising the integration of your application help desk with your business units

• Analysis of the quality of your service staff and creation of appropriate development plans

• Optimisation of your internal support organisation with your suppliers and partners

• Definition, optimisation and implementation of meaningful service level agreements

• Selection and introduction of incident management systems and tools

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