Lakeside Software today announced the availability of SysTrack Root Cause Analysis , an app for ServiceNow that delivers endpoint intelligence to enable proactive service desk operations and employee efficiency improve.
The integration provides context for root cause analysis within the ServiceNow IT Service Management platform, including device details, end user experience assessment, top issues and critical sensors. Lakeside sensors detect adverse conditions and anomalies, which are displayed along with suggested solutions so employees can proactively address issues and minimize the impact on productivity.
If deeper analysis is required, agents can travel back in time to where it happened with a snapshot of the performance taken when the ticket was captured. With Lakeside’s black box function, it is no longer necessary to contact the employee who submitted the ticket so that they can continue working without interruption.
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“The integration of Lakeside for ServiceNow enables more efficient service desk operations by giving agents the intelligence to proactively solve problems without involving the end user,” said Mark Slaga , general manager of Digital Workplace Services at IBM. With the addition of Lakeside’s industry-unique sensors within the ServiceNow platform and IBM’s ability to create custom sensors, we can accelerate remote support, improve service quality and seamlessly remove productivity barriers through predictive management. ”
Lakeside was recently named a Leader in The Forrester New Wave ™: End-User Experience Management, Q4 2020 . The report, which evaluated the 11 best EUEM providers on the basis of 10 criteria, classified Lakeside as differentiated in the third-party integration criterion.
“We’re always looking for ways to deliver actionable information when it matters,” says Ben Murphy , Senior Director of Product Management at Lakeside. “Our integration with ServiceNow enables customers to provide the L1 service desk with the information they need to process tickets faster and improve service quality without leaving the Now platform. “
The platform covers e entire enterprise technology space- including emerging technologies like RPA, AI, cloud, automation, and the entire gamut of digital transformation tools, strategies and management decisions.
