increasing service desk efficiency - lakeside softwareincreasing service desk efficiency ... it...

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Increasing Service Desk Efficiency Deliver Exceptional Service with Digital Experience Monitoring 1 Dramatically lower service desk costs and improve user productivity with insightful diagnostics and remediation IT service desks strive to address the demands of the digital workplace, but are challenged to reduce the number of simple and repeated incidents and service requests they manually process. As a result, IT service management (ITSM) leaders need to eliminate, automate, or leverage certain incidents and service requests. The most effective method to reduce the volume of interactions into an IT service desk is to address the underlying issues beneath them: the amount of time taken by user interaction, troubleshooting research, and actual resolution. While automated problem management activities designed to identify incidents at the root cause can help, few issues have a genuinely single root cause. Challenge IT leaders are often asked to “do more with less.” At the service desk level, IT is expected to deliver a great end-user experience while also minimizing costs. How can service desk processes be improved without throwing more people at the problem? Solution Digital experience monitoring (DEM) provides visibility into anything and everything impacting end-user productivity. With DEM, service desk teams can find answers faster and understand how their actions affect the wider organization. Benefits Improved IT efficiency and cost savings through faster MTTR Improved quality of service delivery Enhanced user productivity and satisfaction Fewer help desk calls and tickets More time for senior IT staff to focus on priority tasks Features Deep visibility and insight into physical and virtual desktops from a single console Proactive incident discovery through continuous, real-time monitoring and analytics Self-healing automation with sensors and artificial intelligence for IT operations (AIOps) SOLUTION BRIEF Do you know what your end users are experiencing and why? The answer to this question is IT's secret weapon for identifying and proactively addressing incidents before they spread. “SysTrack helps customers reduce help desk costs and improve risk management by providing an ‘inside out’ view of desktop performance and user interactions.” Margaret Arakawa General Manager, Microsoft Windows 10 & Devices SysTrack, Lakeside's digital experience monitoring solution, provides heightened visibility into physical and virtual desktops to enable IT to quickly understand which users are being impacted and what the main sources of impact are.

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Page 1: Increasing Service Desk Efficiency - Lakeside SoftwareIncreasing Service Desk Efficiency ... IT service desks strive to address the demands of the digital workplace, but are challenged

Increasing Service Desk Efficiency Deliver Exceptional Service with Digital Experience Monitoring

1

Dramatically lower service desk costs and improve user productivity with insightful diagnostics and remediation

IT service desks strive to address the demands of the digital workplace, but are challenged to reduce the number of simple and repeated incidents and service requests they manually process. As a result, IT service management (ITSM) leaders need to eliminate, automate, or leverage certain incidents and service requests.

The most effective method to reduce the volume of interactions into an IT service desk is to address the underlying issues beneath them: the amount of time taken by user interaction, troubleshooting research, and actual resolution. While automated problem management activities designed to identify incidents at the root cause can help, few issues have a genuinely single root cause.

ChallengeIT leaders are often asked to “do more with less.”

At the service desk level, IT is expected to deliver a great end-user experience while also minimizing costs.

How can service desk processes be improved without throwing more people at the problem?

SolutionDigital experience monitoring (DEM) provides visibility into anything and everything impacting end-user productivity. With DEM, service desk teams can find answers faster and understand how their actions affect the wider organization.

Benefits• Improved IT efficiency and cost

savings through faster MTTR

• Improved quality of service delivery

• Enhanced user productivity and satisfaction

• Fewer help desk calls and tickets

• More time for senior IT staff to focus on priority tasks

Features • Deep visibility and insight into

physical and virtual desktops from a single console

• Proactive incident discovery through continuous, real-time monitoring and analytics

• Self-healing automation with sensors and artificial intelligence for IT operations (AIOps)

SOLUTION BRIEF

Do you know what your end users are experiencing and why?The answer to this question is IT's secret weapon for identifying and proactively addressing incidents before they spread.

“SysTrack helps customers reduce help desk costs and improve risk management by providing an ‘inside out’ view of desktop performance and user interactions.”

Margaret Arakawa General Manager, Microsoft

Windows 10 & Devices

SysTrack, Lakeside's digital experience monitoring solution, provides heightened visibility into physical and virtual desktops to enable IT to quickly understand which users are being impacted and what the main sources of impact are.

Page 2: Increasing Service Desk Efficiency - Lakeside SoftwareIncreasing Service Desk Efficiency ... IT service desks strive to address the demands of the digital workplace, but are challenged

SysTrack AIOps evaluates sensors and sensor patterns. IT can use AIOps to quickly triage incidents.

The relationship between IT and organizational productivityFor an end user, time spent on IT issues and service resolution is lost productivity. The anticipation of a slow resolution process exacerbates the issue by discouraging users from reporting problems.

For the service desk, time spent by the first-level technician listening to the user provide a non-technical explanation of problem symptoms is wasted productivity. The plethora of workspace technologies such as virtual desktops, mobile devices, and cloud services increases the complexity of isolating the location and nature of the problem.

Escalation to senior technicians becomes even more expensive and they may need additional information, which a non-technical user may be unable to provide. As more time is spent on each call, wait times grow and fewer calls can be handled. Furthermore, time spent by senior technicians on user problem resolution is time not focused on more strategic, high-value projects where those technicians’ expertise is needed. This misuse of the senior technicians’ function can develop into a serious staff satisfaction issue.

Accelerated issue identification and resolutionSysTrack empowers first-level technicians to diagnose and resolve user service issues without escalating up the support chain. With only the user’s name or IP address, SysTrack immediately identifies the offending system, displays critical key performance indicators (KPIs), highlights KPIs out of normal range, and provides suggested steps for remediation. Data is presented tabularly and graphically for easy interpretation and insight.

Through self-healing automation, SysTrack also eliminates service calls entirely and resolves problems before users are aware of them. This is possible through sensors that continuously evaluate system activity and trigger when a condition, such as an application's memory usage, exceeds a threshold or when an anomaly is detected. For example, a sensor that detects low disk space can be tied to an action to free up space by deleting files in the recycle bin. By automating these kinds of frequent, low-level issues, the service desk can deflect tickets while users are able to work unimpeded by their technology.

SysTrack is IT's time machine: it lets IT investigate the history of a system's performance and activity

INCREASING SERVICE DESK EFFICIENCY | 2

Page 3: Increasing Service Desk Efficiency - Lakeside SoftwareIncreasing Service Desk Efficiency ... IT service desks strive to address the demands of the digital workplace, but are challenged

SOLUTION BRIEF

3

SysTrack displays high-level trends at the enterprise and system level

Rapid deployment and integrationSysTrack is easily deployed and integrated into existing environments, with typical installations accomplished remotely without a site visit in less than an hour. It may be deployed using built-in technologies or aided through any third-party software deployment mechanism or through login scripts and other mechanisms. SQL Server database setup and configuration is fully automatic. SysTrack may be deployed in a running environment without reboots and while users are actively using targeted systems.

Unified work flowSysTrack’s established hierarchy of trending analysis tools provides one work flow for prioritization of issues and immediate remediation. Larger trends in the environment can be quickly identified, and systems can be conclusively ranked, triaged, and effectively analyzed. Low-level details required to make definitive recommendations at the system level can also be visualized. By coupling this system-level analysis to overall trending information, the impact of decisions can be seen clearly, completing the information loop and enabling easy environmental optimization.

SysTrack allows continual improvement to end-user productivity and satisfaction by simplifying and automating the problem solving process while still allowing deep insight into the evolution of emerging patterns and trends.

Scalability and performanceSysTrack is massively scalable and able to monitor information on 400,000+ systems from a single console.

SysTrack utilizes Lakeside’s DataMine™ distributed relational database architecture to effectively manage large volumes of data with negligible network traffic. All communications are based on TCP/IP for efficient network bandwidth utilization.

SysTrack delivers unprecedented performance through its low overhead agent-based architecture. Each agent occupies a very small footprint (less than 1% CPU utilization and 30-50 MB of pageable memory) and runs as a service with no kernel components. As a result, SysTrack cannot blue screen a system.

Physical PCs Physical/Virtual Servers Virtual Desktops

On Premises Cloud

SysTrack DB

Agents Agents Agents

SysTrack can be deployed on-premises or in the cloud and supports physical systems, virtual machines, and servers running Windows, Mac, and Linux

Page 4: Increasing Service Desk Efficiency - Lakeside SoftwareIncreasing Service Desk Efficiency ... IT service desks strive to address the demands of the digital workplace, but are challenged

INCREASING SERVICE DESK EFFICIENCY | 4

Understand Your Environment

• 10,000+ data points• Real-time and historical data and trends• Full hardware and software inventory

including software package counts• SysTrack CMDB asset management app

for ServiceNow• Software usage data including when each

package was last used and by whom• Hardware status• User profiling sizing• Dependency and latency mapping• Complete system and user change history• Detailed performance data and analytics

Identify End-User Experience Impacts

• End-user experience score• Quantify 30-day digital experience impact• Map out 30-day quality trend for

workplace service SLA requirements• Identify the relationship between issues

impacting system health and the service being provided

• Historical information enables closed loop process to identify and correct issues

Take Action

• Automated sensors identify bottlenecks and resource limitations

• Tie sensors to actions for self-healing resolution

• Visualize application issues and hardware failures

• Per process data views allow quick diagnosis by service desk

• Historical information enables insight and change detection resolution

• SysTrack incident management app for ServiceNow

Achieve Business Goals

• Provide better service by improving end-user experience

• Improve IT efficiency and the quality of service delivery

• Lower the total cost of operations• Reduce inefficient service calls• Diagnose and correct issues proactively• Decrease the amount of time first-level

technicians need to spend to resolve problems

• Free senior technical staff for reassignment to more strategic, high-value projects

The SysTrack-Powered Service Desk

© Lakeside Software, Inc. 1997-2019.

About Lakeside SoftwareLakeside Software is a leader in digital experience monitoring. We develop software that helps IT teams have clear visibility into their environments in order to design and support productive digital workplaces. Our customers use Lakeside Software technology to perform workplace analytics, IT asset optimization, and AIOps. Learn more: www.lakesidesoftware.com