Security and Audits
      IDL’s CISSP and SANS-certified professionals can address all security concerns, performing audits and implementing comprehensive security structures and policy.

Help Desk and Call Center
      IDL Solutions optimizes and staffs IT Help Desk and Call Center environments. We utilize the ITIL (Information Technology Infrastructure Library) process frame work and customize it to suit our clients particular requirements. IDL Solutions is vendor agnostic with our staff certified in many of the current leading products.

     IDL Solutions implements service management tools and supports both IT Help Desks and non-IT Information Call Centers. We integrate the service management tools at a data and work flow process levels. This provides fresh and accurate data for the Help Desks and Call Centers to resolve caller inquiries in a timely manner. It provides visibility in problem trends to allow the management to be proactive in uncovering root causes and implement fixes. Our solutions enable proactive automated communication with the callers at all phases of a call resolution which improves caller satisfaction while reducing the call volume for status checks.

     IDL Solutions Help Desk and Call Center expertise includes but not limited to:

• Help Desk and Call Center process definition
• System definition and implementation
• System production support
• Help Desk and Call Center staff training
• Knowledge Management
• ACD Integration
• Management Decision Matrix and Reporting
• System migration planning and execution

     IDL Solution is vendor agnostic. Below is a list of some of the tools we are capable of implementing and supporting:

• HP/Peregrine ServiceCenter
• CA Unicenter
• Remedy
• Maximo
• And many others

    We staff HP/Peregrine-certified personnel in the product areas of ServiceCenter, AssetCenter, Get-It, Facility Management, Infratools Suite and Knowledge Management.