Effective March 17, 2020
Valued Service Desk client,
Insight continues to monitor the potential impact of the Coronavirus Disease (COVID-19) outbreak on our business operations and client services. We’re working tirelessly to enable the continuity of our services to best support our clients in light of this unprecedented global coronavirus outbreak. The health and safety of Insight’s teammates remains our top priority. In the days following our first communication, a number of our clients have implemented their own continuity plans, including the migration of a substantial amount of their workforce into remote work scenarios. The increased demand on Service Desk requirements, mostly from these newly transitioned remote workers, is expected to spike for at least the next two to seven business days.
Insight’s Service Desk continuity protocols are being initiated to maintain and support services to our clients in this highly fluid and unpredictable environment. Many state and local school systems have taken the unprecedented step to close campuses or move to remote online education platforms for varied durations of time, including “indefinitely” for some. This will undoubtedly put an additional strain on all client operations as we all attempt to navigate these shifting events in the weeks ahead. We also expect there to be additional strains on our teammates and associates in several Service Desk centers as many families navigate the impact of school, daycare and other community support services closures.
Based on this potential surge in demand and corresponding volatility and impact on resources, Insight will be enacting directed incident response measures over the course of the next week or so as we work diligently to best support our Service Desk clients. We’ve identified a few of our proposed adjustments below, that will be subject to further alignment with specific client scenarios, the continuous and ongoing feedback we receive from clients, and evolving CDC, WHO and federal, state and local government guidance and requirements, as we work together to address this unique and unforeseen set of circumstances.
Insight is continuously monitoring, updating and communicating any required changes to our coronavirus incident response plans as provided for by the CDC, WHO and local, state and federal health and governmental authorities. We’ll work diligently to enable the continuity of our services to best support our clients in light of this unprecedented global outbreak, while making the health and safety of Insight’s teammates our top priority.