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
Maximize service availability and reduce downtime
Improve MTTR by escalating issues to the correct team
Measure SLA compliance
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.