Santiago, April 13th 2009. This center guarantees its clients a 85% resolution on their  first call regarding  technological incidents.

Photo: Luis Siles (IBM General Manager) and Pablo Rebolledo (Global Technology Services Manager) respectively.

Source: El Mercurio, Business Life, Information Technologies

IBM opened Chile’s first Service Desk and will offer its services to companies which require to increase their employees’  productivity at a low cost by means of IT incident management by using the Tivoli Service Desk tool based on ITIL methodology (set of concepts and policies for managing information technology).
This new center will guarantee its clients a 85% resolution on their first call regarding technological incidents going beyond the management of immediate resolution of the incident given that the objective is aligned with the IT area and processes with industries’ best practices and methodology.
As per Pablo Rebolledo, IBM-Chile Global Technology Services Manager, “Generally companies have their own teams of people which resolve technological incidents which present themselves on a day by day basis but this is done in reaction to when the problem is already affecting employees’ performance. By applying ITIL methodologies, IBM is able to deliver a service for which its clients can reduce labor interruptions due to problems relating to IT.”
A company’s IT resources can be inventoried, incidents measured, metrics established, statistics and anticipate problems; reduce quantity of user calls by detecting which are the recurrent problems by means of a process and management software application implemented by a team of specialists.