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-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…

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…

Multilingual Content Management System for a Luxury German multinational automotive company’s Service desk – A Case Study

The Scenario  The company has geographically dispersed locations with multiple facilities in a city with different language users, say for example: Bangalore office: Building 1 Building 2 Tokyo office: Building 3 Building 4 Madrid office: Building 5 Building 6 With a workforce of over hundreds of thousands, serving customers across 5 Countries, company‘s IT team faces the challenge of providing self service and managing contents to a disparate and highly diverse end-user population. As a Read more…

Recast Your Current Problems into Proactive Goals- a Transformation that Every Servicedesk Needs

For many organizations the conventional way of solving any IT problem is to respond to clients or users after it arises. But even if the support service is well defined and works seamlessly, it is often time consuming and may not serve desirable user experience. Instead, imagine if you could solve issues silently before users even get to know about the issues. Why consider a proactive approach in user support Every employee loses an average of Read more…

AI, ML in Service Desk Automation

Most Technology consultants including myself and AI/ML service providers for over a decade have spear headed Digital Transformations with IoT, Cognitive AI/ML and Automation driven technology initiatives so much so that clients now itch to get these technologies into their portfolio of IT Services including Service Desk Automation to create a wind of change (some like to rock the boat a little, some to get noticed at board level). No doubt these are exciting times Read more…