2. Business-Centric Business-Centric Business-Centric Business-Centric Customer- Centric Reactive Customer- Centric Customer- Centric Reactive Reactive Customer- Centric Reactive Proactive Proactive Proactive Proactive Business-Centric Support Model Reactive Support Model Customer-Centric Support Model Proactive Support Model Characteristics: • Labor driven • Hours 8am-5pm • Can be chaotic • Dispatch focus • Generalists • Simple telephony • Little measurement Characteristics: • Vision alignment • Value integration • “Seat at the Table” • Fully automated Characteristics: • Quality focus • SPOC • Complex SLA’s • 24x7 – follow the sun • Multi-channel support • Self-service • Workload planning • Costing/chargeback • Partners with customers and vendors • Measures support performance Characteristics: • Call tracking • Extended hours • Best practices • Basic SLA’s • Knowledge systems • Self-help • Surveys • Asset management • Support center metrics 2

4. Immediate attention to help resolve technical problems • Increase Operational Efficiency • Reduce your IT spending • Increase staff productivity • Reduce system downtime Problem Solved!