iQ is a Stefanini in house developed tool aimed at automating one of the most used processes in the Service Desk, the Queue Management Process. The iQ tool works on top of the existing ITSM tool, complementing its functionality
What Is IQ?
Accelerate Your Journey With IQ Capabilities
Multiple languages supported by the Service Desk;
Multiple agent shifts with overlapping schedules;
Different operating hours per region;
Verry high load of tickets from multiple sources;
Multi-tenant ITSM tool implementations;
The tool is very customizable, it was designed like this in order to accommodate even the most complex environments.
iQ fully integrates with the ITSM tool via it’s API and is able take advantage of all the functionalities available in the ITSM tool.
The iQ ticket assignment policy is also very customizable, in it’s most simple form it can assign tickets in a round robin fashion, but it can also perform load balancing while assigning tickets, considering each agent queue size and balancing the workload through the Service Desk.
Queue Management Architecture
The technical platform for iQ is designed as a SaaS (Software as a Service) capable of supporting fast implementation, flexibility and scalability.
Stefanini Service Desk Automated Solutions
A Partnership Approach
Experience and expertise to offer
full vertical support.
For more than 20 years, we’ve developed, and integrated projects for clients in many different industries: automotive, furniture, appliances, food and beverage, mining, metals, pulp and paper, ports, cement, sanitation, oil and gas, energy, among others.
We take an agonistic approach to technology. What does that mean? It means we work with all technology providers, so we offer the appropriate solution for our customers considering their specific challenges and current technology. We are alert to new technology developments and have the know-how to apply industry best practices for better business outcomes.
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