Call-IT was developed and is run in accordance with ITIL guidelines.  These guidelines cover everything from the Service Desk, to Incident Management, Problem Management, and beyond. With an ITIL-based system, our customers know that they are getting top-notch service.

Call management

When a customer calls with a question or concern, the issue is assigned a priority based on the urgency and impact of the issue. This ensures that critical matters are handled with the utmost speed. The call is linked with the customer's configuration management, so that all the information on his IT infrastructure is immediately available to the engineer who will resolve the issue.
The Problem and Escalation Manager follows up the inquiry until it is resolved to the customer's satisfaction.

Keeping track of the status of calls

To keep track of the status of the issues, every call appears on our central flatscreen. Eaxh is color-coded according to the urgency and deadline. Using this system, we can guarantee that our customer's calls won't be lost or "forgotten".

Online access for our Managed Services customers

We've added access via our website, so our customers can reach us on-line and have an overview of all their calls and their progress.
In addition, customers with Configuration Management option can consult details on all their equipment and components and define searches according to various criteria.

Call-IT ensures a professional and client-friendly approach to every call, and top-notch service towards our customers. Just as they should receive.