A recent survey of 105 IT decision-makers in the US and UK by Forrester finds that in over one-third (35%) of cases, IT support learns about an issue from the end-users themselves (i.e., when the end-users raise a service desk ticket). Despite the growing investment in different flavors of infrastructure and application monitoring tools, this highlights the fact that existing IT processes and tools are often ineffective in detecting problems before they create wide-scale disruption for end-users.
IT needs a “a better way” to detect and resolve issues – A way that leverages endpoint analytics and end-user experience monitoring capabilities to gain better insight into how things are performing and to make more informed decisions including how best to resolve incidents and steps towards preventative actions. It’s ultimately the ability to rise above the reactive fire-fighting often associated with IT support to become more proactive at every level of operation, with results that include improved mean time to resolution (MTTR) and reduced incident volumes with the associated monetary and time savings.
Check out this demo showing how Nexthink is able to proactively uncover issues, pinpoint the problem and get the right team working on the resolution.