2. 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

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