CDS can provide Tier I, II, or III Help Desk support. Our incident management, of course, focuses on getting the situation under control and normal operations restored as soon as possible. CDS prefers to use a ticketing system to diagnose symptoms, problems and resolutions so that all information is entered into a database system. This central system is then used by other help desk personnel to obtain detailed information to help with communication with either end users or other help desk personnel to share detailed solutions or workarounds in order to facilitate problem management. Additionally, there exists detailed tracking information on every case. Our problem management also includes focusing on the original cause of the incidents (as the symptoms or error messages may not in any way be indicative of the real root cause). We can then proactively attack the cause of the problem and work with developers to craft and test a solution.