Empower low-level service desk staff to address issues, automate resolutions, and improve efficiency in one place.
Lakeside Software’s Level 1-2 All-in-One Workspace allows the service desk to quickly diagnose and resolve issues with minimal impact to end users. It draws on the rich underlying analytics of the Digital Experience Cloud platform while only surfacing details relevant to lower-tier workflows so your staff can see more, know more, and do more to improve digital employee experience.
Lakeside’s All-in-One Workspace also brings the added value of holistic help desk efficiency through faster triaging, shorter first contact resolution (FCR) times, and lower mean time to resolve (MTTR). It runs as a stand-alone app or tightly integrated with ServiceNow ITSM.
Lakeside Software’s All-in-One Workspace automatically detects and prioritizes incidents by severity of digital experience impact using Lakeside’s real-time intelligent sensors. Each incident features a helpful description of the problem, suggested steps on how to quickly address the root cause, and any related auto-fixes so L1-L2 staff can achieve resolutions within just a few clicks.
Automation can be transformative without being complicated. With the All-in-One Workspace, you can empower staff to go beyond the original ticket request and proactively resolve other issues impacting digital employee experience with one-click auto-fixes and a toolkit of automations configured by your IT department. Lakeside provides hundreds of factory automations out-of-the-box, written by experts and packaged by use case, making it easy to get started with relevant scripts that work.
We would definitely recommend SysTrack for monitoring Citrix implementations and Windows servers.
Matthew Ridley Senior Technical Officer, Dudley Metropolitan Borough Council
The All-in-One Workspace enables staff to resolve a greater range of problems without requiring additional expertise, thereby deflecting potential tickets and preventing incidents from escalating up the support chain. L1 staff can also see when issues are impacting large groups of users, which they can quickly triage with L2 support to proactively intervene and apply a widespread fix.
L1-L2 staff can send surveys to employees within the all-in-one workspace app to gather user feedback and sentiment after resolving an incident. IT leaders can use these insights to understand how employees feel about the quality of support they’re receiving and how services can be improved.
Access the powerful new L1-L2 help desk features directly within the ServiceNow ITSM interface with Lakeside Assist for ITSM.
A Strong Digital Workplace Strategy Starts with the End User, as Delivered by IT
The Forrester Wave Report on Digital Experience
June 22: Employee Productivity in the Age of Digital Workforces
Shift to proactive IT with Lakeside Prevent
Introducing the Digital Experience Cloud
