IncidentMonitor™ Helping Manage Dynacare’s Growth

Dynacare was in growth mode, with the acquisition of 2 - 3 new companies each year. The company’s existing help desk supported only incident and change processes. There was no way to handle and distinguish between internal/external service requests, incidents and a custom process. Gamma-Dynacare needed a full-featured and configurable IT service management solution.

The Results after implementing IncidentMonitor

• Improved management of incident, change and service request processes.
• First Call Resolution (FCR) increased from 4% to 56% Average request turnaround time for incidents dropped from 216 hours to 25 hours
• Significant increase in service level attainment.

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