SysTrack dramatically lowers service desk costs and improves productivity

Imagine if your IT service desk had an endpoint time machine. If every time an employee opened a ticket, support could immediately have access to all the relevant device, network, and application data pertaining to the issue as well as top problems and suggested resolutions. That is what SysTrack for ServiceNow accomplishes. If you currently use ServiceNow, SysTrack can further reduce time and effort required to resolve IT issues, bringing the end user back to full productivity sooner.

Mark Slaga General Manager
Digital Workplace Services
IBM

"Lakeside’s integration for ServiceNow enables service desk operations to run more efficiently by providing the agent intelligence needed to resolve problems proactively without involving the end user.

With the addition of Lakeside’s industry-unique sensors within the ServiceNow platform and IBM’s ability to create custom sensors, we can accelerate remote support, improve service quality, and seamlessly remove productivity roadblocks with predictive management."

Streamline Your ITSM and Reduce MTTR

Root Cause Analysis for Service Management

From an end user’s perspective, whenever performance degradation occurs (“My laptop is slow”) or access to an IT service is denied (“I can't access my email”), they expect the IT service desk to assist them. However, today IT no longer manages every aspect of the digital workspace – many applications and other business-critical IT resources are managed by third parties. Adding to the modern service desk challenge, remote work takes in-person support off the table, making digital experience insights more important than ever. SysTrack for ServiceNow provides deep IT visibility into the endpoint with relevant endpoint data to improve productivity and end-user experience.

Whenever an IT support ticket is opened, SysTrack inserts a snapshot of the end-user’s endpoint at the time the issue was identified, including detailed system resource, application state and user activity data. This enables support teams to accelerate resolution and root cause analysis.

Customers using SysTrack for ServiceNow® augmentation have benefited from 40% reduction in time to resolve open tickets and 18% reduction in IT service desk tickets opened.

ServiceNow Asset Optimization & CMDB Upkeep

The ServiceNow Configuration Management Database is a cloud-based single system of record for infrastructure and service data. The CMDB helps organizations better understand the IT environment in the areas of business service impact analysis, asset management, compliance, and configuration management. SysTrack enables ServiceNow CMDB customers to know exactly what hardware and software assets exist on each desktop, and to track and record any changes to the configuration.

SysTrack's CMDB integration allows help desk personnel to have visibility into users’ hardware/software configurations as well detailed data for asset management, asset allocation, and system changes even when an asset is not on the network. How? SysTrack’s agent sits on the endpoint monitoring and analyzing user data directly from the source. The result is robust and accurate user data ServiceNow customers can use to extract even further value from ServiceNow CMDB capabilities.

Automated and User-Generated Ticketing

Beyond deep insight into the environment, SysTrack for ServiceNow also provides proactive and actionable intelligence, alerting IT of the specific incident and the data needed to take proactive action.

SysTrack monitors hundreds of endpoint conditions via sensors, compares them to dynamic thresholds and performs in-depth event correlation. Depending on the severity of the sensor, SysTrack can automatically create incident and problem requests with ServiceNow. This allows the service desk to be proactively notified on problems such as memory leaks, hardware issues, network latency, application crashes, and more!

IT can also enable users to submit ServiceNow tickets through SysTrack's feedback surveys, user engagements, or within the IT Self Help Portal.

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