Case Study: an internal IT company streamlines ITIL service desk support with IncidentMonitor from Monitor 24-7 Inc.

How an Internal IT Company Uses IncidentMonitor for their Service Desk

An internal IT company with 1,000 employees faced challenges supporting a 300-person mobile workforce according to ITIL standards. Their key demands included establishing strict ITIL workflows, providing a mobile-accessible support portal for BYOD users, enforcing stricter SLAs for critical mobile issues, and improving communication and knowledge sharing. They partnered with Monitor 24-7 Inc. to implement its IncidentMonitor Service Desk software to meet these complex needs.

Monitor 24-7 Inc. implemented its out-of-the-box IncidentMonitor solution, which included a secure, branded web portal and mobile apps for easy access. They configured a matrix of rules to automatically apply a strict 30-minute response time SLA to tickets from mobile users. A smart email integration system successfully captured requests and then guided users to a web form, increasing the information collected and naturally moving users to the portal. Knowledge base integration provided immediate suggested solutions to both end-users and support agents, speeding up resolution times. This implementation provided the IT company with the structured, mobile-first support environment they required.