Process optimization distributes resolution to the most appropriate level and drives continuous improvement.  Let’s put this into the perspective of a Service Desk with three layers of support:  Level 1 (first area for problem resolution), Level 2 (back up level for more detailed support), and Level 3 (highest level of problem support).  Clearly, Level 3 would have the most experienced staff and hence has the greatest cost per person; Level 2 is more experienced and more expensive than Level 1.

After a careful review of the current environment, ICEaTOPE™ might introduce a self service support Level 0, driving many of the calls from Level 1 to Level 0.  The staff of Level 1 might then take over some of the support that had gone to Level 2; and in turn, Level 3 can offload some of its support to Level 2.

This may need to be accompanied by gathering information from the appropriate experts and developing content articles that transfer that knowledge from a higher level agent to a lower level agent.   As each Level is able to take on more responsibility, the reallocation of service calls would result in a shift of resources away from more expensive resources to less expensive ones, and ultimately the continuous improvement would move a significant amount of support to the self service level.   This is what is meant by optimizing the support model.  Such an effort would obviate the need to augment the helpdesk with additional staff.  It might lead to a reduction in staff at various levels.  Taken as a whole, the result would be a significant cost reduction in helpdesk support.

Whatever the purpose of an enterprise’s helpdesk, ICEaTOPE™ can drive the resolution residence down to the most cost-effective support level appropriate for that issue.  This generally results in increased end user satisfaction, improved morale of the helpdesk staff, and significant financial savings to the enterprise.