Kemtah Group to provide IT support services
Argonne entered into a contract with The Kemtah Group to manage the Service Desk, and provide support for desktop/laptop computers, audio visual services, video conferencing, printers, copiers and common day-to-day cyber security requests.
Kemtah is not new to Argonne or the national laboratory environment. They have been managing the laboratory’s Audio Visual/Video Conferencing services and the design of new installations for a number of years. The new engagement with Kemtah allows CIS to handle higher volumes of requests for service with a more structured and rigorous model which will include extensive SLAs (service-level agreements) and performance metrics against which Kemtah and CIS will be measured.
Transition to the new support service should be mostly transparent to employees, other than a few new faces on the IT service team. Services and support will continue to be requested at ext. 2-9999, option 2, http://help.anl.gov and at email@example.com.
The partnership with Kemtah Group will allows CIS to scale quickly and efficiently to meet growing needs. In addition to greater scalability and agility to support new and different services, it allows CIS staff to focus time and effort on areas such as service strategy, service management, and new service definition and design.