In Focus...

Kemtah transformed an outdated help desk into a new ITIL-centric Service Desk and is continuing to transform the services and ITSM by:

• Focusing on developing a world-class healthcare Service Desk
  • Implementing ITIL incident and change management
  • Moving to 24x7 Service Desk support
  • Upgrading Service Desk software
• Focusing on performance and end-user satisfaction
• Formalizing communication processes
• Providing project manager with IT transformation and Service Desk transformation expertise
  • Training Service Desk staff in customer service skills, CA Service Desk, Client applications, LAN/WAN support, ITIL
  • Configuring CA Service Desk to track new metrics
  • Identifying and developing new key reports
  • Prioritizing Service Desk calls
  • Implementing quality assurance initiatives