Page 7 - IT Brochure
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Service Desk

Our National Service Desk (NSD) provides a single point of contact for our customers while ensuring timely
delivery of technology services within the enterprise.

● Dedicated physician support line
● Information Technology Infrastructure Library (ITIL) based management processes
● End-user community focus

     ▪ Auto escalation of priority 1 issues
     • User defined “incident closed” status
● 24x7 level 1 end user support and level 2 physician and clinical helpdesk supported by globally backed
● Integrated monitoring of supported systems providing proactive service interruption notification and
    corrective action
● Weekly and monthly SLA metrics reporting
● Online self-service portal
● Built upon best in class change management system and call management platform

Average Calls Handled  Average Speed to Answer

  55,O0ve0r 0             30Under

   Per Month                Seconds

Call Abandonment Rate  First Call Resolution

      Fewer               Greater

  6%Than                80Th%an

       I was surprised at how quick and seamless the Anthelio service desk integrated
       our helpdesk function here at Karmanos into their workflow. We had a no surprise
       go live, which is exactly what you want for your end users.

“ Director of IT
           ”Karmanos Cancer Institute
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