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Rolling Meadows, IL — In order to support its robust and diverse IT infrastructure, Pace Suburban Bus Service has selected ABS Consulting and Networking Services as a backup and reference point of escalation on highly technical networking issues. ABS' engineers and consultants will also provide additional resources required for implementations on a scheduled basis. Because of the crucial "time schedule" nature of PACE's business, ABS designed a response and recovery strategy to restore outages that affect the information flow to PACE end users as well as the general population.
ABS has developed and implemented a web-based incident tracking system called ABShelp, which is customized to individual call flows in order to match client specific requirements. States, call paths, and actions are used to define requirement for random, in-bound support calls. However, the system is also designed to incorporate unique workflows. A PACE-specific workflow was created using information collected by ABS staff during the system analysis phase. This allowed ABS to schedule events, input and organize data, track and report progress, and escalate events. Basic reports will be provided by ABS showing response times, Service Level Agreement compliance and overall turn-around time on all calls.
"Along with training and backup methodology, we'll be providing PACE with a service that encompasses all aspects of their business requirements," says Jay Schiele, ABS' Chief Operating Officer. "And with a properly channeled tool like ABShelp, our CNS team will be the perfect complement to PACE's in-house staff."
PACE Suburban Bus Service, the suburban bus division of the RTA, is Northeastern Illinois' largest provider of well-coordinated, safe, economical and efficient public transportation. They can be found on the web at www.pacebus.com.
Founded in 1982, ABS is the leading provider of high level IT solutions to major corporations. The company serves America's most dynamic businesses with on-site and on-line helpdesk, network, and deskside support. The new Web-enabled Help Center expands ABS' capability worldwide and meets the needs of a diverse and dispersed IT environment. For more information, access the ABS home page at www.abs-inc.com
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