IT Operations & Support
Orchestrate exceptional help desk efficiency to resolve tickets faster and identify the true root cause, with the industry’s best data.
Tackle Help Desk Tickets with Complete Visibility
IT operations and support can be a thankless job. It can seem that as soon as one ticket is resolved, three more appear in its place. How do you ever get ahead? Accurate, real-time data from across all endpoint devices. With better data, you can realize better results like seeing the moment an incident occurred to reduce MTTR and costs, avoiding new tickets with proactive alerts and automated resolutions, and delivering true self help capabilities.
Actionable Insights for L1/L2
Reduce MTTR and ticket escalation rates.
Lakeside’s SysTrack platform enables real-time and historic root cause analysis (RCA) for all the devices employees rely on, and surfaces single-click resolutions. To reduce the need to escalate to highly skilled teams, L1 and L2 technicians can leverage AI insights, data collection, analysis, insights, and feedback for a user in a single pane of glass, including:
Resolve Complex Tickets Swiftly
Expedite the time spent troubleshooting escalations with deeper visibility and AI-powered answers.
Lakeside’s SysTrack platform provides unmatched visibility into physical and virtual endpoints to help L2/L3 differentiate symptoms from the root cause and identify the quickest path to resolution. Deep dive into the problem with targeted analytics from the most granular data collection from front end to backend.
Prevent Business-Disrupting Issues
Identify and correct both reported and unreported issues.
Lakeside’s SysTrack platform harness the power of rich digital experience data and intelligent insights to assess the full landscape of IT issues by severity and breadth within a single pane of glass. Lakeside makes robust proactive service operations possible for more members of the IT support team with:
See IT Issues Across the Estate from One Tool
Triage service issues and solve specific use cases.
Lakeside’s SysTrack platform provides unmatched data depth, scoped for the needs of specific IT service delivery challenges. Out-of-the-box customization helps service desk professionals understand the IT estate holistically for the most common use cases, including:
Reducing MTTR for IT Support
Being asked to “do more with less” with your support team? Discover five tips to reduce MTTR without asking more of your already-strained help desk.