When IT issues are commonplace at your organization, it’s time to review your digital employee experience strategy. High support ticket volumes and slow incident resolution can cause employee frustration and financial losses for the business.
There’s a direct correlation between technology problems and employee productivity and engagement. According to Lakeside Software research, surveyed employees on average report experiencing 3.5 technical issues per week and estimate that they lose an average of 44 minutes a week in productivity due to these problems.
Why It’s Important to Detect and Remediate IT Problems Quickly
For 66% of the surveyed employees in Lakeside’s The Future of Digital Workplaces study, time to resolve technology issues has a negative impact on their ability to do their jobs, meet customer needs, and reach their targets. That’s why it’s so critical to accelerate incident resolution and minimize downtime.
Improved digital employee experience (DEX) impacts organizations’ bottom line, too. Our study shows CEO respondents project a 12.1% revenue increase and 18.1% cost reduction with the right digital experience. If applied to the Fortune Global 500 companies, better DEX could unlock about $4 trillion in additional revenue and $5.65 trillion in cost savings.
AI-Driven Analytics and Remediation Are Critical to Proactive IT Operations
Automated incident identification, self-healing systems, and mass-healing capabilities show the importance of automating IT processes and leveraging artificial intelligence (AI) to improve service delivery.
AI-driven analytics and automated remediation are shaping the future of IT operations. Organizations are increasing their AI spending, as IDC points out in a study, suggesting a correlation between AI adoption and business results — notably better customer experience and improved employee experience.
Strategies to Streamline Incident Resolution and Improve User Experience
At Lakeside, we believe proactive IT is key to enhancing the digital experience of your employees. The right tools can empower your technicians to handle incidents more efficiently, minimizing downtime and boosting productivity.
Here are two strategies proven to help to identify and remediate technology problems before they escalate:
Automated root cause analysis (RCA)
Root cause investigation enables IT teams to treat the source of a problem rather than its symptoms. This approach helps to prevent repeat issues and escalating support tickets.
By using artificial intelligence and automation in the process as well, technicians can troubleshoot issues faster than they could manually. Automated RCA allows IT teams to quickly understand context and correlations based on both historical and real-time data, leading to actionable insights and quicker resolutions.
That’s the case with Lakeside Resolve, which provides deep visibility across the IT environment. The tool — part of Lakeside’s Digital Experience Cloud, powered by SysTrack — enables quick diagnosing of technical issues and is compatible with popular IT service management solutions (ITSM) such as ServiceNow.
Through continuous real-time monitoring, Lakeside’s cloud-based platform identifies nascent problems. Technicians are alerted when specified thresholds are exceeded, pointing them to a root cause and potential fixes before users even notice the issue and file a help desk ticket.
The ability to mass-heal critical issues with prebuilt scripts saves IT time. For example, after performing root cause analysis of an incident, a technician discovers a problem that can potentially disrupt all Windows machines. The support team can execute a script that will solve the incident in all affected devices at once — whether the issue has impacted users or not.
Lakeside’s solution comes with hundreds of scripts out of the box for different use cases, but desktop engineers can also build their own.
Mass-healing is also one of the features of Lakeside Prevent, part of the Digital Experience Cloud platform. Prevent uses intelligent sensors and automations to surface and fix problems in scale before they aggravate end users. This intelligent tool even categorizes real-time issues based on their impact, so technicians know what to prioritize.
Improve ITSM Metrics and Reduce IT Costs
Faster resolution translates into IT efficiency. ITSM metrics are useful to evaluate the productivity and quality of your service desk operations. Some of these ITSM metrics can be improved with timely incident resolution:
- Mean time to resolution (MTTR) refers to the average time taken to resolve an incident. The faster you resolve issues, the faster the user can get back to work.
- First contact resolution (FCR) rate refers to the number of issues that are addressed during a user’s initial contact with the service desk. If the Level 1 technician cannot resolve the issue and needs to escalate the ticket to Level 2 and Level 3 support, that service desk cost also escalates.
- Support ticket volume is a valuable indicator to calculate the costs of an IT operation. Support tickets are onerous for organizations, and a sudden spike in volume might indicate trends that could be addressed more efficiently with mass-healing automation.
- User satisfaction is critical to understand if issues have been solved and assess the support quality. Satisfaction measures are the top indicator of success for 41% of service desks, according to SDI’s Service Desk Benchmarking Report.
How IT Automation Unlock Better Digital Experience
Organizations can leverage automated root cause analysis and mass-healing with the right digital experience management solution. Lakeside designed the Assist tool with Level 1 technicians in mind. This all-in-one workspace surfaces details relevant to L1 workflows, helping them to accelerate root cause investigation.
Assist, which runs as a stand-alone app or as a ServiceNow integration, offers a description of the issue and steps to address the root source of the problem. With one-click scripted automation, IT can go beyond the original ticket and resolve other issues impacting the user’s digital experience, too.
Take the example of a large U.S. call center service provider that implemented Lakeside’s Digital Experience Cloud to monitor the IT environment and minimize downtime. For this client, revenue is directly associated with billable hours that require the systems to be up and running. The organization cut down the number of support tickets thanks to proactive alerting and improved forensic diagnostics.
After investigating a latency issue using Lakeside’s platform, the call center service provider’s support team discovered that a rogue application was consuming over 50% of the CPU usage. As a proactive measure, IT wrote a script that automatically deals with rogue applications across the IT environment. In this case, efficient root cause analysis led not only to solving an issue but also using IT automation to prevent this type of incident from happening again.