When IT issues are commonplace at your organization, it's time to review your digital employee experience strategy. High support ticket volumes and slow incident resolution can cause employee frustration and financial losses for the business.

There's a direct correlation between technology problems and employee productivity and engagement. According to Lakeside Software research, surveyed employees on average report experiencing 3.5 technical issues per week and estimate that they lose an average of 44 minutes a week in productivity due to these problems.
 

Why It’s Important to Detect and Remediate IT Problems Quickly

For 66% of the surveyed employees in Lakeside's The Future of Digital Workplaces study, time to resolve technology issues has a negative impact on their ability to do their jobs, meet customer needs, and reach their targets. That's why it's so critical to accelerate incident resolution and minimize downtime.

Improved digital employee experience (DEX) impacts organizations' bottom line, too. Our study shows CEO respondents project a 12.1% revenue increase and 18.1% cost reduction with the right digital experience. If applied to the Fortune Global 500 companies, better DEX could unlock about $4 trillion in additional revenue and $5.65 trillion in cost savings.
 

AI-Driven Analytics and Remediation Are Critical to Proactive IT Operations

Automated incident identification, self-healing systems, and mass-healing capabilities show the importance of automating IT processes and leveraging artificial intelligence (AI) to improve service delivery.

AI-driven analytics and automated remediation are shaping the future of IT operations. Organizations are increasing their AI spending, as IDC points out in a study, suggesting a correlation between AI adoption and business results — notably better customer experience and improved employee experience.
 

Strategies to Streamline Incident Resolution and Improve User Experience

At Lakeside, we believe proactive IT is key to enhancing the digital experience of your employees. The right tools can empower your technicians to handle incidents more efficiently,  minimizing downtime and boosting productivity.

Here are two strategies proven to help to identify and remediate technology problems before they escalate:
 

Automated root cause analysis (RCA)

Root cause investigation enables IT teams to treat the source of a problem rather than its symptoms. This approach helps to prevent repeat issues and escalating support tickets.

By using artificial intelligence and automation in the process as well, technicians can troubleshoot issues faster than they could manually. Automated RCA allows IT teams to quickly understand context and correlations based on both historical and real-time data, leading to actionable insights and quicker resolutions.

That's the case with Lakeside Resolve, which provides deep visibility across the IT environment. The tool — part of Lakeside's Digital Experience Cloud, powered by SysTrack — enables quick diagnosing of technical issues and is compatible with popular IT service management solutions (ITSM) such as ServiceNow.

Through continuous real-time monitoring, Lakeside's cloud-based platform identifies nascent problems. Technicians are alerted when specified thresholds are exceeded, pointing them to a root cause and potential fixes before users even notice the issue and file a help desk ticket.
 

Mass-healing automation

The ability to mass-heal critical issues with prebuilt scripts saves IT time. For example, after performing root cause analysis of an incident, a technician discovers a problem that can potentially disrupt all Windows machines. The support team can execute a script that will solve the incident in all affected devices at once — whether the issue has impacted users or not.

Lakeside's solution comes with hundreds of scripts out of the box for different use cases, but desktop engineers can also build their own.

Mass-healing is also one of the features of Lakeside Prevent, part of the Digital Experience Cloud platform. Prevent uses intelligent sensors and automations to surface and fix problems in scale before they aggravate end users. This intelligent tool even categorizes real-time issues based on their impact, so technicians know what to prioritize.