Let Iceberg show you how effective managed services can complement your business.

Continuous. Efficient. Optimal.

“We outsource the management of our IT Risk Management software to Iceberg because it makes financial sense. Not only do we get access to experts that understand and stay on top of the technology, but we get this for less than we can do it internally.” – Senior Director, Federal Government Department

Continuous Managed Services assist our customers with the ongoing operational tasks associated with IT risk management solutions, including:

•  Assessment project management
•  Product configuration support
•  Support desk for end users
•  Performance reporting
•  On-demand user training

Users contact the help desk via email or telephone. The support desk communicates with end users via email, telephone and online collaborative meetings.

Configuration support
Configuration support provides administrative support for the IT risk management software solutions, assisting organizations with:

•  User and role administration
•  Workflow changes and modifications
•  Compliance content changes
•  Reports and dashboards

Assessment project management
Project management services assist with the planning, design, configuration, launch and review stages of assessments. We assist by performing some or all of the following tasks:

•  Project plan development and tracking
•  Actions and issues register development and management
•  Recurring status meetings
•  Recurring project summary reports

Performance reporting
Each quarter, a series of summary reports are sent via email detailing the performance of your IT solution as well as the utilization of your managed services. Typical reports include:

•  Number of calls to the support desk
•  Average resolution time
•  Average age of ticket
•  Number of open/closed tickets
•  On-demand user training usage

Custom reports are also available.

Service levels

• The user support desk operates during normal business hours from 8:00 am to 8:00 pm EST, Monday to Friday, excluding statutory holidays.
• All user requests receive same-day response.

“The Iceberg team is an extension of ours.  We rely on them to manage our Solution.  They have brought truly innovative ideas to our attention that have helped us optimize our mandate with our IT Risk management solution.” – Senior Analyst, Federal Government Department