Lakeside Prevent, part of the Digital Experience Cloud, is a powerful AI-driven application featuring sophisticated sensors that automate RCA to detect and prioritize issues, as well as enable mass-healing and preventative measures. Download this product brief to learn more.
Benefits of Effective Root Cause Analysis Software
It’s crucial to determine the root causes of problems as fast as possible to save time and lower overall costs while also minimizing the impact on the workforce’s digital experience and productivity.
Effective RCA improves the following IT service management (ITSM) metrics:
Reduced Mean Time to Resolution (MTTR)
This metric relates to the average time to resolve an incident between issuing and closing a ticket. Automated RCA enables a quicker resolution of an incident, making the help desk more efficient.
Reduced Downtime and Increased User Satisfaction
The impact on productivity is evident because faster resolution means that employees can return to work sooner, and IT technicians can focus on their next tasks. Service desk efficiency also helps to improve end-user satisfaction.
Reduced Ticket Escalation
Ticket escalation happens when the Level 1 technician can’t resolve the issue and needs to direct it to a senior agent. For most companies, though, having to involve L2/L3 technicians is more onerous. And for the employees, it means they will have to wait longer for a resolution.
Reduced Help Desk Ticket Volume
RCA helps to prevent the recurrence of the same problem in the future. It also enables the discovery of related performance issues that could be fixed before users notice them. Continuous improvement contributes to reducing future support requests.
Automated RCA Enables Proactive IT Operations
According to 92% of the employees surveyed in Lakeside’s report about workplace trends, IT-related problems they have experienced could have been avoided or prevented with the right tool.
Preventing issues from happening — as part of a proactive IT strategy — drives support desk efficiency and a better digital experience. With RCA, IT teams can do more than simply correcting the initial problem. They can also find solutions, whether corrective or preventive, to associated issues.
That has been the case of the consumer products company Mann & Schröder, which turned to Lakeside Software for quicker incident resolution. They wanted a platform that could provide earlier detection of network problems, identify the causes, and prevent them from repeating.
With the Digital Experience Cloud, Mann & Schröder speeded up resolution time, minimized the number of tickets, and improved employee productivity.