Service Desk

Improve incident management and pro-actively escalate issues before end-users call the service desk

With the shift in focus from technology to customers, the new measuring stick for IT support is customer satisfaction. In this explosive age of efficient communication, if a customer is not happy, the whole world will hear about it. This means that the uptime of business services has to be maximized and you and your team need to be able to quickly determine the impact of an incident on business-critical services.

Live Maps helps you and your team to overcome all of these challenges. Your team can use the service dashboards and service maps to view the health and performance of a service from the perspective of the end users and the underlying infrastructure components and applications. In other words: from the top down and the bottom up. This enables you to quickly pinpoint the exact cause of a disruption and subsequently determine the business impact and escalate it accordingly.

Service Desk Goals

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Maximize service availability and reduce downtime

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Improve MTTR by escalating issues to the correct team

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Measure SLA compliance

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Reduce the cost of support without sacrificing quality

You don’t need in-depth SCOM knowledge to use Live Maps’ intuitive HTML5 dashboards. Its Service Map allows you to monitor the health and performance of the services you own from the perspectives of the end-users, the underlying infrastructure and applications, as well as the service and operational level agreements. With this at hand, you can quickly escalate the issue to the relevant Infrastructure or Development team to resolve the issue.

The result is that time and effort are not wasted on lower priority incidents and your team can quickly escalate, assign, and resolve business-critical incidents. By focusing on high priority incidents, your team will be able to maintain a high level of customer satisfaction. And, not least important, it will have more time to work on service improvement initiatives and explore the latest technologies impacting service desks, such as self-service and knowledge base systems and mobile device management.

Benefits of Live Maps

  • Monitor Services in Real-time

    One quick glance at our automatically generated, colour-coded Service Dashboard is all it takes to monitor the real-time health of each defined business service from three perspectives: the end-users, the supporting applications, and the underlying infrastructure components. And it won’t be long at all before your company is able to monitor the End-User Experience because Live Maps integrates both seamlessly with Microsoft System Center and smoothly into your organizational processes for incident handling and problem and change management. Get up and running in no time; complex projects, cumbersome deployments and manual updating are not required!

  • Faster Resolution Time

    If the Service Dashboard indicates a problem with a service, your team can easily go from there to the dynamically updated Service Map. This map gives more detailed information about the service, including ownership, alerts and service levels. In just a few clicks, your team will have enough information to determine the impact and priority of an incident and assign it to the right team. All that without the distraction of unrelated and low priority incidents and alerts. By using Live Maps to define and visualize your business-critical services, you enable your team to focus on resolving high priority service-related incidents by pushing low priority incidents to the background. The result is that your team is able to maintain a high level of customer satisfaction by putting the End User Experience first.

  • Proactive Change Management

    Use Live Maps to determine the impact of proposed changes on the services you own before they are implemented, giving you more control over changes and the opportunity to determine the best approach.

  • More time for Innovation

    By being able to quickly identify, prioritize, and assign problems that impact the services you own, you will have more time to work on improvement initiatives.

  • Speak a Common Language

    Not only are our service dashboards and maps intuitive and comprehensive, they also break down the language barrier between IT and business and give you all a common language to speak. Is the business service functioning properly? Can your customers pay for the items in their shopping carts? Anyone with access to Live Maps can answer that question any time of day or night: from the application engineer to the service desk analyst to the CIO.

“There’s so much more awareness on service and rapid problem resolution. Plus, our junior staff can take problem diagnoses much further than before, freeing up the time of our Level 3 engineers.”

Enterprise Platform & Development Manager, DET