Business-Centric Support Model Reactive Support Model Customer-Centric Support Model Proactive Support Model Reactive Proactive Customer- Centric Business-Centric Characteristics: Labor driven Hours 8am-5pm Can be chaotic Dispatch focus Generalists Simple telephony Little measurement Reactive Proactive Customer- Centric Business-Centric Reactive Proactive Customer- Centric Business-Centric Reactive Proactive Customer- Centric Business-Centric 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 The early “evolutionary” structure is reactive. This is a basic start-up type operation. Heavy focus on Human Capital for Service Delivery Very Low if any technology Little “Specialization” and potentially no Level 2 Little or no measurement Limited hours of coverage 2 2

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