IT Service Delivery

Orchestrate exceptional service desk efficiency to reduce employee downtime and improve employee experience.

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Before DEX:

Missed SLAs from minimal root cause analysis performed at L1/L2 level.

With DEX:

Reduce MTTR with automated and actionable remediation recommendations.

Actionable Insights for L1/L2

Reduce MTTR and ticket escalation rates

Lakeside’s All in One Workspace enables real-time and historic RCA for all the devices employees rely on, and surfaces single-click resolutions. To reduce the need to escalate to highly skilled teams, technicians can leverage data collection, analysis, insights, and feedback for a user in a single pane of glass, including:

Detected Issues: Automate the analysis of issues in real-time and understand how many employees have this problem.
Auto-fixes: Run scripted automation from your IT team to immediately resolve the problem.
Surveys: Gather feedback and sentiment after closing a ticket.
Performance Details: Identify areas of concern to troubleshoot.
Automation: Run sensor-driven auto-fixes for common issues.

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Before DEX

Lack of information breadth, depth, and context causes increased resolution costs and timelines.

With DEX

Fast issue identification with less user involvement and higher levels of insight.

Resolve Severe Tickets Swiftly

Expedite the time spent troubleshooting by skilled resources

Lakeside’s L3 Root Cause Analysis provides unmatched visibility of physical and virtual desktops to help technicians differentiate symptoms from the root cause and identify the quickest path to resolution. Deep dive into the problem with targeted analytics from front end to backend, including:

Dependency Map: Visually relate performance, status, and latency to a specific ticket.
Application Analysis: Keep users productive and collaborative on the SaaS applications and software they rely on most.
Black Box: Go back in time to the moment of an incident to review system health and performance when employees were struggling.

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Before DEX

Reactive resolution without knowledge of how many users are experiencing an issue.

With DEX

Predict and prevent IT issues before impacting productivity.

Prevent Productivity-Disrupting Issues

Identify and correct both reported and unreported issues

Lakeside’s Proactive Services 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:

Dynamic Grid Visualization: Prioritize high-impact resolutions based on severity and system count.
Mass-heal: Take a hands-off approach to remediation with sensor-based action scripts.
Tailored Search: Find and fix problems by performance, vendor, and more.

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Before DEX

High rates of unhappy users stuck in a long queue and unreported tickets from silent sufferers resulting from minimal use case visibility.

With DEX

Optimize employee uptime and satisfaction, reduce incoming tickets, and right-size assets across the estate.

Surface Employee Productivity Issues Across the Estate from One Tool

Triage service issues and solve specific use cases

The DEX Library provides unmatched data depth, scoped for the needs of specific IT service delivery challenges. Out-of-the-box customization to DEX data helps service desk professionals understand the IT estate holistically for the most common use cases, including:

Microsoft Teams: Optimize enterprise-wide collaboration and experience on Teams.
Google Workspace: Maximize productivity and experience across Google applications.
Proactive IT: Solve performance issues before they’re felt by employees.
Proactive Hardware Monitoring: Manage hardware performance and inventory for improved productivity.
Remote Working: Understand the digital experience of your distributed workforce.

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Before DEX

Uncertainty related to digital transformation initiatives leads to dissatisfied peers.

With DEX

Greater business confidence in IT decisions that could impact employee productivity.

Elevate IT Within the Business

Accelerate key IT initiatives while mitigating risk and controlling costs.

Lakeside’s DEX Library is a collection of out-of-the-box customization to DEX data that helps IT leaders plan, launch and report on digital transformation and change initiatives.

Green IT: Put sustainability at the forefront of business strategy through employee experience.
Employee Wellbeing: Prioritize the mental and physical health of your workforce.
Vulnerability: Secure your estate from known vulnerabilities.
Windows 11 Migration: Simplify your IT estate’s readiness and rollout of Windows 11.
Microsoft Teams: Optimize enterprise-wide collaboration and experience on Teams.

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eBook: The Essential Elements of Proactive IT
Transform IT Support to Deliver Better Digital Employee Experience with Preventative Maintenance

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Why Lakeside?

The Lakeside Digital Experience Cloud and its patented Intelligent Edge offer faster time to value, collecting actionable digital employee experience data in a matter of days not months, and unmatched data collection right out of the box. Our single pane of glass platform ensures that no additional tools are needed to support efficient incident resolution within IT service delivery teams, transformational projects from desktop engineering organizations, and disruptive business strategy from technology leaders.