Service Desk Operations
Don't just join the Digital Experience revolution. Lead it.
Gleaning meaningful and actionable information from all the data in the enterprise environment can be difficult without the right tools. SysTrack provides artificial intelligence capabilities that help make sense of that data. SysTrack AIOps helps identify and remediate many issues before they invoke Level 1 or 2 support, significantly reducing support desk costs and introducing a whole new level of support: Level 0.
Monitor user experience, IT resource performance and device health
2. Pattern Discovery
Discover and triage issues impacting the IT estate
Automatically identify and analyze root causes
Self-heal, self-service, or when necessary, escalate
Shift Left with AIOps
Traditionally, service desks have been siloed into tiers, where end-user facing issues escalate through levels of support until they are resolved. This process has worked for many years and is likely to continue being effective for high-value issues that involve human interaction. However, lower levels of support occupy a large percentage of IT resources with low-value issues that today can be resolved with automation. This concept of remediating issues before they reach human operators is called Level 0. SysTrack has the capability to not only auto-remediate issues, but also provide self-service to end users on their systems so they may help themselves prior to involving the service desk.
IT executives face the difficult task of delivering superior end-user experience while controlling help-desk costs. Users' desktop problems are typically resolved in an inefficient manner that saps organizational productivity and wastes scarce technical resources. SysTrack provides heightened visibility into physical and virtual user desktops enabling IT to quickly diagnose and resolve problems, dramatically enhancing end-user experience and productivity while significantly reducing IT personnel involvement.
Root Cause Analysis
Given the scale and complexity of many IT environments and endpoints today, IT often struggles in pinpointing the exact root causes of system failures, latency or performance decay. Lakeside Software’s powerful automated analysis and self-healing provide you with sensors that monitor the environment, pattern detection capabilities to identify widespread issues, and the information you need to drill down into root cause, to autoremediate issues and to escalate if necessary.
Today’s IT teams are tasked with not only “keeping the lights on” but also with keeping users happy, and most importantly, productive. From tethering an end-user experience score to service desk requests to setting prioritized alerting when certain thresholds are surpassed, SysTrack helps IT teams move to a more proactive approach to IT problem solving.
User experience drops
SysTrack generates an alert
Alert is analyzed
IT resolves the issue & SysTrack repeats IT fixes
In everyday life, we use public search engines because they are easy to use and can provide an immediate answer to our burning questions. Understandably, we have grown to expect similar user experience in the workplace even for our IT management tasks. That is why we have developed Ask SysTrack, a capability within SysTrack that leverages IBM Watson Cognitive Services for its natural language user interface enabling IT teams to ask simple questions in plain English about their environment such as, "What is my environment's average user experience?"