Financial Services
Performance and Usage Analysis

IT leaders are often asked to “do more with less” without having an impact on the organization’s market position or competitive edge. This common call to action especially applies to the IT service desk — whether in-house or outsourced to a managed service provider — where teams are expected to deliver a great end-user experience while also minimizing costs.

Having Level 1 technicians depend on users to give non-technical explanations of issues, however, wastes time and draws out mean time to resolution (MTTR). And remote work environments — coupled with the prevalence of workspace technologies such as virtual desktops, mobile devices, and cloud services — also increase the complexity of isolating the location and nature of the problem.