Remote Service Desk automation in a NOC model

Introduction Anakage is an end-user support automation platform which empowers the Shared Services Center or NOC Model automation using the concept of Multi-tenancy. It is a smarter way of handling IT Service Desk Automation. Let us see How. How? Multi-tenancy is a software architecture where a single instance of software application running on a server serves multiple tenants. We can take the example of the apartment. At the main gate, they have a centralized administration Read more…

Remote solution firing in IT Service Desk

What if you have been adopting the service desk automation and you find that it is still not giving you a much ROI ? What if the users are not using the self help options to resolve issues and the tickets are getting piled up on Engineer’s account? Gartner research shows that service executives believe 40% or more of today’s live volume could be resolved in self-service channels, yet only 9% of customer service journeys Read more…

Self-Heal solution for Retail POS and Site Server

The Point of Sale (POS) refers to the area of a store where customers can pay for their purchases. The term is normally used to describe systems that record financial transactions. This could be an electric cash register or an integrated computer system which records the data that comprises a business transaction for the sale of goods or services. Retail Point-of-Sale(POS) system are used to perform: file maintenance, promotional offer set ups, inventory transfers, menu Read more…

Self-Help and Self-Heal Solutions in IT Help Desk Automation

In a perfect world of IT Help Desk Automation all software issues will be either fixed manually or detected and proactively eliminated. Most of the top call volume driver issues (incidents/service requests) are owing to organization specific custom workflows, user and usability related issues which cannot be always handled with script based routines limited to infrastructure management. Without understanding of the top call volume drivers, simply checking myriads of settings, versions & parameters in the Read more…

Benefits of IT Help Desk Portal for IT Automation

A self-service portal is a platform that has self-service or self-help solutions that enables the consumer to request services, find information, and resolve issues. As per Gartner majority of the organizations fail to implement Self-Service successfully even when up to 40% of the issues can be self-resolved. Problem with self-service? What changed between these scenarios? If we talk about self-service in enterprises, there are several reasons why such self-service fails in any organization. 1. Content Read more…

Mac self service application

Introduction Mac self service application is made for enterprises, wanting to empower their Mac users to self-resolve issues thereby reducing employee downtime and workload of IT Help Desk . It is an offline application installed on MAC machines with a searchable user interface for users to search and run solutions for commonly recurring issues. As Mac continues to grow in popularity around the world, enterprises need to think about self-service of end user issues on Read more…

Service Desk Automation for issue discovery and remediation

Planning Service Desk Automation While considering Service Automation one of the key things to consider is how to reduce the cycle of Incident to Problem Management and Change Management thereafter without compromising quality. Problem Management Let’s narrow down key tasks of Problem Management in End User Support space which are Root Cause Analysis , Solution and Deploying the solution including Change Management. Problem with Problem Management While up to 50% of the IT service desk issues Read more…

Automating Your Service Desk – Anakage

Automation is the key. The millennial employee workforce prefers self-service for common occurring issues before reaching out to the Service Desk agent. As per Gartner 40% of incidents are self serviceable, yet most organizations fail in implementations. There are several external effects including decreased revenue, poor customer satisfaction, even declination in company reputation if employee’s ie. end-users’ needs are not met.  Leaders in technology are exploring ways to digitize their workplace and improve employee productivity Read more…

Proactive CoBot- Resolve Issues before Users Get to Know

Introduction Anakage Proactive CoBot component is a lightweight application which is installed on end points to resolve end-point issues proactively with no user intervention. Proactive cobot is implemented as a service that detects and silently remediates issues at end pointys. Beyond maintaining standard system settings & services in running condition, performance tunings and end point non compliance detect and auto resolution it also enables on screen employee communication followed by user action enforcement tasks like Read more…

Non Compliance Detection and Auto Remediation

Introduction End point Non Compliance detection & auto remediation app  is a Windows OS client server application where compliance criteria across multiple Agents installed at end points can be monitored and any deviation rectified automatically. All detected non-compliance and remediation status across multiple Products is reported in one single view providing Enterprise wide view. Compliance Parameters details The dashboard displays Product wise a set of monitored parameters and settings as detected at end points. The Read more…