Alliance Atlantis IT Groups gets help from IncidentMonitor™ ITIL Service Desk Software

The Challenge

As Manager of Information Technology at Alliance Atlantis Communications Inc., Mr. Michael Consiglio is responsible for the smooth operation of the company’s IT service desk. With over 700 users in Canada, the United States and Europe, Michael was in need of a powerful, flexible and cost effective software platform that was compatible with their existing technology.

The IncidentMonitor™ Key Benefits

• ITIL® requirements
• Service level agreements
• Service Catalogs
• Easily integrated with corporate systems
• Powerful, flexible and cost effective
• Excellent product support

“There are a few other enterprise software systems available in the marketplace, but none have the complete package that IncidentMonitor™ offers,” says Mr. Consiglio. IncidentMonitor™ is a full-featured, out-of-the-box single platform enterprise service management framework for automating customer-facing services to reduce costs and improve service.

IncidentMonitor™ Results Speak For Themselves

“IncidentMonitor™ has reduced our queues and wait times, and our level of service has never been higher,” says Mr. Consiglio. IncidentMonitor™’s skills based routing system uses a dynamic load balancing algorithm that monitors activity and distributes service requests evenly across the service team. It’s based on real time
analysis, the work schedule of your service personnel and estimated task time for existing requests.

“The bottom line is that IncidentMonitor™ has made everyone’s life much easier, adds Michael “To say we are pleased with its performance would be an understatement. And I know that years from now, IncidentMonitor™ and Monitor 24-7 will still be finding ways to improve our workflow.”

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