Enterprise Incident Resolution

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Current support desk products enable help desks to track and monitor trouble tickets, but they rarely empower help desk personnel to resolve support incidents. There is no unified solution to help the support representative and the support manager resolve incidents faster.

Because most help desk software only tracks incidents, the help desk must seek other means of resolution, often troubleshooting over the phone or sending someone on-site. The few incident resolution tools that are used, such as remote access technology or troubleshooting utilities, are often completely unmanaged and un-auditable, limiting effectiveness and exposing the corporation to excess liability and risk.

The Incident Resolution Gap

Most of the help desk solutions available handle limited components of the support process, but do not address incident resolution:

1. Systems Management keeps tabs on all the systems, but it provides no means of resolving issues that arise.

2. Service Desk Management merely tracks support incidents, doing nothing to speed up resolution.

3. Self-Help and Knowledgebase solutions only work for certain types of incidents and demand much of the end-user.

4. Customer frustration and wasted time and money result when the help desk is not empowered for incident resolution.

• Hours wasted on the phone

• Needless on-site dispatches

• Low first-contact resolution

• Customers frustrated even when SLAs are met

• Specialized personnel needed in two places at once

• Managers in the dark about support activity and customer access