1 Product Brief SysTrack Resolve The Visibility IT Needs to Make People Happy Challenge Users’ desktop problems are typically resolved in an inefficient manner that reduces end user productivity and wastes scarce technical and financial resources. Benefits Improved IT efficiency and cost savings through reduced problem time-to-resolution Improved quality of service through enhanced user productivity and satisfaction Fewer Help Desk service calls Frees senior IT staff to focus on priority tasks Features Deep visibility and insight into physical and virtual desktops from a single console Compatible with popular ticketing solutions including ServiceNow, BMC Remedy, HP Service Center and Tivoli Maximo Proactive identification of nascent problems through continuous real-time monitoring Heightened visibility into physical and virtual desktops enables service desk personnel to quickly diagnose and resolve problems SysTrack Resolve dramatically enhances end user experience and productivity while significantly reducing IT personnel involvement. Rapid Problem Identification SysTrack Resolve empowers first level help desk technicians to diagnose and resolve user service issues. SysTrack Resolve performs heuristic differential analysis between the problem system and all physical and virtual user systems, or any subset, to identify and learn where behavior diverges from the norm. With just the user’s name, SysTrack Resolve immediately identifies the offending system, displaying critical key performance indicators (KPIs) and highlights KPIs out of normal range. Data is presented tabularly and graphically for easy interpretation and insight. Prompt Problem Resolution SysTrack Resolve can eliminate many service calls and resolve problems before users are even aware of them. SysTrack Resolve continuously monitors literally hundreds of KPIs on every user system, tracking application behavior, system performance and changes to user system configuration. Technicians are alerted when specified thresholds are exceeded, allowing them to make the necessary adjustments to proactively correct the problem. SysTrack Resolve significantly reduces problem time-to-resolution and IT service personnel involvement, enhancing end-user and IT staff productivity and satisfaction. SysTrack Resolve allows continual improvement by simplifying and automating the problem solving process while still allowing deep insight into the evolution of emerging trends. SysTrack Resolve provides information about KPIs and alarms “We are constantly looking for ways to reduce resolution times and improve user productivity while helping IT departments maintain a high performance image. SysTrack Resolve definitely can help with this objective.” Mary Jane Couldridge Global Director for Workplace Services, Sales Strategy and Execution, IBM
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SysTrack Resolve - Lakeside Software · 2 LAKESIDE SOFTWARE, INC. 40950 Woodward Avenue Bloomfield Hills, MI 48304 USA +1 (248) 686-1700 LAKESIDE SOFTWARE SOLUTIONS LIMITED Morgan
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Transcript
1
Product Brief
SysTrack Resolve
T h e V i s i b i l i t y I T N e e d s t o M a k e P e o p l e H a p p y
Challenge
Users’ desktop problems are
typically resolved in an inefficient
manner that reduces end user
productivity and wastes scarce
technical and financial resources.
Benefits
Improved IT efficiency and cost
savings through reduced
problem time-to-resolution
Improved quality of service
through enhanced user
productivity and satisfaction
Fewer Help Desk service calls
Frees senior IT staff to focus on
priority tasks
Features
Deep visibility and insight into
physical and virtual desktops
from a single console
Compatible with popular
ticketing solutions including
ServiceNow, BMC Remedy, HP
Service Center and Tivoli
Maximo
Proactive identification of
nascent problems through
continuous real-time
monitoring
Heightened visibility into physical and virtual desktops
enables service desk personnel to quickly diagnose
and resolve problems
SysTrack Resolve dramatically enhances end user experience and productivity while
significantly reducing IT personnel involvement.
Rapid Problem Identification
SysTrack Resolve empowers first level help desk technicians to diagnose and resolve
user service issues. SysTrack Resolve performs heuristic differential analysis between
the problem system and all physical and virtual user systems, or any subset, to
identify and learn where
behavior diverges from the
norm.
With just the user’s name,
SysTrack Resolve immediately
identifies the offending system,
displaying critical key
performance indicators (KPIs)
and highlights KPIs out of
normal range. Data is presented
tabularly and graphically for easy
interpretation and insight.
Prompt Problem Resolution
SysTrack Resolve can eliminate many
service calls and resolve problems before users are even aware of them. SysTrack
Resolve continuously monitors literally hundreds of KPIs on every user system,
tracking application behavior, system performance and changes to user system
configuration. Technicians are alerted when specified thresholds are exceeded,
allowing them to make the necessary adjustments to proactively correct the problem.
SysTrack Resolve significantly reduces problem time-to-resolution and IT service
personnel involvement, enhancing end-user and IT staff productivity and satisfaction.
SysTrack Resolve allows
continual improvement by
simplifying and automating
the problem solving process
while still allowing deep
insight into the evolution of
emerging trends.
SysTrack Resolve provides information about
KPIs and alarms
“We are constantly looking for ways to reduce resolution
times and improve user productivity while helping IT
departments maintain a high performance image. SysTrack Resolve definitely can help with this objective.”
Mary Jane Couldridge
Global Director for Workplace Services, Sales Strategy and Execution, IBM
2
LAKESIDE SOFTWARE, INC.
40950 Woodward Avenue
Bloomfield Hills, MI 48304 USA +1 (248) 686-1700
LAKESIDE SOFTWARE SOLUTIONS LIMITED
Morgan House, Madeira Walk, Windsor
Windsor and Maidenhead, Berkshire, SL4 1EP, UK +44 (0) 1753 912 331