IT departments and managers are constantly looking for ways to improve service and lower cost. Management wants business and IT to closely collaborate. To do this, IT needs to address the IT issues of its actual customer – the end-user! IT techs need to realize the PC’s, servers, databases and switches are just a means to give the end-user the ability to do their job.
Recent research from Forrester reveals that end-users are experiencing problems that IT cannot detect! IT has no data on end-user devices, is missing the end user perspective and hence the end-to-end visibility to collaborate between different IT departments and improve IT service quality is missing.
Yet most IT issues occur at end-user side and end-users are the weakest link in security – they are responsible for 80% of the data breaches. More than 1 out of 3 end-users share sensitive company data in the cloud.
So how can service desks bridge this gap and start supporting the end-users?
Deploying IT Operations Analytics tools like Nexthink, IT gains access to monitoring and automatic analytics of all end-user devices, Windows and virtual servers. This provides an actual (real-time) and historic view on end-users, fixed and mobile devices, all applications, all connections and print jobs starting from one central location/tool.
A very important benefit for helpdesks is that this removes the reliance on end-users reporting issues. You now know about end-user issues before they do: a full end-user view makes complete and proactive support reality!
Since Nexthink delivers end-to-end information, this boosts collaboration between all IT teams using one central source of information – no pushing tickets around, no finger pointing who is to blame.
The ability to automatically do incident correlation reveals the full impact of any issue, enables efficient problem management and makes fast root cause analysis possible.
Endpoint behaviour analysis strengthens protection as it helps security professionals detect policies that aren’t working and identify potential threats and exploits faster than ever.
By carefully integrating this extra source of data into existing processes and (ITSM) tools, IT support can act faster and with more knowledge. This will provide a business environment that is less error-prone and restore the faith of the end-user in the IT service desk.
Operations analytics data allows you to see, understand and quantify the experience of your end-users in real-time and deliver true business – IT alignment… TODAY!