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Javlin Consulting believes that from an IT management perspective, the volume of reactive or support-based work is the most difficult to predict and can result in significant resource consumption. Additionally, what might seem like a support request in the eyes of the business could really be a software defect, change or issue that could require more than just an hour or two of work. For the business, it’s a simple case of “the system does not work”.

In order to maximize client satisfaction and IT resource manageability, Javlin has adopted IT Support Solutions and Service Support processes that can manage effectively inbound IT requests. What makes Javlin Support principles unique is our ability to adapt to using our clients’ IT management systems and integrate our own with their’s. The key principle is to manage incident requests, to route them effectively and assess the queue appropriately, ensuring that nothing falls through the cracks and that the effort is captured.