SERVICE DESK

Finding and analyzing information in unstructured data faster and more efficient, to give better service to the users  

Challenge:

When receiving a ticket, agents search to find solutions in knowledge bases, logs and files.
The end users search for answers to solve their own problems before calling in or submitting a ticket
IS/IT management is effort-intensive and people-dependent due to data spread over many sources. 

Solution: 

Connect IntOp Engine to all sources of data to gain insights into logs, files and records of relevance​.
To give the Service desk agents IntOp Fetch the possibility to retrieve information to solve tickets fast​.
Give IS/IT management insights that correlate with dashboards to support decisions and avoid downtime​.
Give to the end users, IntOp Fetch to find solutions via self-service, and/or serve contextualized information to user groups proactively.

Intended impact: 

All data that supports management, maintenance and ticket solving will be possible to retrieve and analyze across sources​. The Service desk agents become more efficient, and agent work becomes less people dependent​. The end users will be able to solve a higher percentage of pending tickets themselves through self-service.

 

Scenario 

By configuring IntOp Context Layer to inventory all data in intuitive contexts, all users may discover their information by combining different contextual filters to cross-segment the information. Since IntOp Fetch also gives statistics for all filters, users may see the effect of a filter selection live and drill up and down in a selection.  

All filter selections may be saved and shared with other users, while still preserving the Identity and Access rules of the sources. This enables effective collaboration on segments of information, which in turn may increase the value of the information over time.

Solution 

By configuring IntOp Context Layer to inventory all data in intuitive contexts, all users may discover their information by combining different contextual filters to cross-segment the information. Since IntOp Fetch also gives statistics for all filters, users may see the effect of a filter selection live and drill up and down in a selection.  

All filter selections may be saved and shared with other users, while still preserving the Identity and Access rules of the sources. This enables effective collaboration on segments of information, which in turn may increase the value of the information over time.

Use cases 

As IS/IT manager, I need to have better control and insights into the unstructured data my vendors and agents produce to document incidents and help solve tickets, to find answers to the trends I see from numerical data and dashboards​. 

As service desk agent, I need a tool to give me insights into knowledgebases and documentation so that I can correlate with numerical data and give better service to end users​. 

As end user, I need a better way of finding my own answers in files, knowledgebases and documentation, so that I can go back to my work tasks as fast as possible.

 

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