Call Center | Help Desk Diagnostics
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Digital Experience Management for ServiceNow
ServiceNow
Transform the entire service desk experience with Lakeside’s
ServiceNow® integrations.
Lakeside Assist 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 Lakeside’s integrations for ServiceNow accomplish. If you currently use ServiceNow, Lakeside can further reduce time and effort required to resolve IT issues, bringing the end user back to full productivity sooner.
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.
Mark Slaga
General Manager, Digital Workplace Services, IBM
Streamline your ITSM and reduce MTTR
Lakeside Assist for ITSM
CMDB Management
Automated and User-Generated Ticketing
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. Lakeside Assist for ITSM provides real-time IT visibility into the endpoint with insights to improve productivity and end-user experience.
When investigating an IT support ticket, L1 staff can use Assist to immediately see what issues are currently impacting the user as well as suggested steps to quickly identify the root cause and remediate problems.
Assist also enables technicians to leverage automation through one-click auto-fixes to rapidly improve the end user’s digital experience.
Customers using Lakeside for ServiceNow® augmentation have benefited from 40% reduction in time to resolve open tickets and 18% reduction in IT service desk tickets opened.
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.
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.
Solution brief
Digital Experience Management for ServiceNow
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