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Delivering Business Class Service and Support Excellence
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Service and Support Metrics
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The first and most important step in Customer Service and Support is listening and understanding.
ITCS trained professionals pride themselves in their ability to provide a variety of business
class service and support options, enabling our customers to excel.
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ITCS business class service and support:
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Support Help Desk / Call Center
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Utilization of Web Based COTS and Custom Business Class Help Desk Software Solutions
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Online Community Customer-to-Customer Support
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Functional Analysis Support
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Rapid Response Technical Services
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Onsite Training
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Training Manuals
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To ensure a high level of customer service, ITCS develops performance baselines in a Service Level Agreement (SLA)
to form as a foundation for continuous process and service improvement. From these baselines, metric reports can
be measured for quality, consistency, response, and customer satisfaction.
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Service and support metrics reports provide detailed statistical information:
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Availability
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Timeliness of Response and Resolution
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Incident Reporting (By Month, Week, Department, Category, Severity)
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Customer Satisfaction Surveys
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Current Support Status (Active, Resolved, etc.)
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Call Patterns and Analysis
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Class Packaged Specials
Customer Support |
Request Information |
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ITCS History
PG / PM |
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EVM |
SDLC Methodologies |
Service and Support |
IV&V
IT Engineering |
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Working at ITCS |
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ITCS PMP Boot Camp Class Locations are National
Atlanta, GA– Arlington, VA – Tysons Corner, VA – Fairfax, VA – Herndon, VA – Austin, TX – Bethesda, MD – Boston, MA – Chicago, IL – Cleveland, OH – Dallas, TX – Denver, CO – Houston, TX – Las Vegas, NV – Los Angeles, CA – Nashville, TN – Jersey City, NJ – Cherry Hill, NJ – Manhattan, New York, NY – Philadelphia, PA – Phoenix, AZ – San Francisco, CA – San Diego, CA – Los Angeles, CA – Washington, DC – Raleigh, NC – Miami, FL – and more.
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PMI, PMP and PMBOK Guide are registered marks of the Project Management Institute, Inc.
IIBA®, BABOK® and Business Analysis Book of Knowledge® are registered trademarks owned by International Institute of Business Analysis. CBAP® and CCBA® are registered certification marks owned by International Institute of Business Analysis. Certified Business Analysis Professional™ and Certification of Competency in Business Analysis™, Endorsed Education Provider™ and EEP are trademarks owned by International Institute of Business Analysis.
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© 2014 ITCS
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