Support Center Methodology: Best Practices Solve Problems Best
Leapfrog uses the global ITIL framework and Agile to operate our IT Support Center. With ITIL, your organization benefits from decades of data about evaluating and solving IT problems — this reduces risk and business interruptions and is more cost-effective for you in the long term. With Agile, a technique that applies successful software development principles, you benefit from a process that shortens up project life cycles, including support center processes.
By building our support center methodology on proven frameworks, we can manage problem-solving processes efficiently, track every known IT issue, and leverage sophisticated tools to improve procedures and outcomes continually. It’s like our secret sauce — except we’re completely transparent about it.
Show me the data.
Gladly! We want you to see our results. You get detailed monthly reports on how we’re performing against our Service Level Agreement (SLAs) that you can share with your board of directors. If you ever want to check on a specific IT issue, we can pull the status and history down to the smallest detail. You don’t need to give us the backstory. We already know it.