I work on a post integration IT Help Desk as the Problem Manager and have been involved in consolidating multiple on-call scheduling resources into one “IT wide callout” for after hours support. We have migrated from a decentralized to a centralized support infrastructure and a have a severe lack of internal support consistency. I am looking to other Enterprise environment IT Professionals to form a sampling of industry best practice to evaluate amongs my peers. I am curious how your first line support, whomever they may be, escalate severe problems and notify customers and tertiary support professionals of outages and application problems? Additionally, what device, process, or tool does your organization use to maintain the data behind the callout process? Who is responsible for the maintenance of the data and data integrity? What level of IT Support is required in your industry? And finally, is the On Call technology tied to your Problem tracking system?