Xcession has successfully implemented the iTop platform for a major security company to manage their Covid-19 Service Desk workload efficiently
The client, a global security organisation, needed an efficient way to process incoming emails and calls relating to their Covid-19 test centres.
The requirement was to manage the whole life cycle of issues and requests and provide meaningful management information to allow for action plans to be implemented. The key drivers for the project were
Speed of deployment—no more than 3 weeks
Automatic processing of incoming emails from staff and non-staff
Prioritisation and alerting of overrunning items
Xcession deployed the iTop product from Combodo as it provides an efficient Request management based tool, coupled with a very powerful Designer tool that allows for very easy and quick configuration and customisation of the base product.
Using the core features of the iTop product , and working closely with the end users, Xcession were able to config-ure and customise the iTop product to meet the needs of the business within the stated business timescales.