SysTrack Digital Experience Monitoring

22 reviews

SysTrack is a scalable, people-centric solution that helps organizations better understand and support users' computing needs and habits, as well as make sourcing and deployment decisions based on real data.

SysTrack Asset Optimization

1 review

SysTrack Asset Optimization is a connector application designed to seamlessly integrate endpoint data into ServiceNow's Configuration Management Database (CMDB. By automating the import of critical system identification and configuration information, it eliminates the need for manual record creation, thereby enhancing operational efficiency and accuracy. This integration provides ServiceNow users with comprehensive endpoint insights, facilitating improved incident resolution and a superior end-user experience. Key Features and Functionality: - Automated Data Integration: Automatically populates the ServiceNow CMDB with essential system details, including hardware specifications, software configurations, and network information. - Comprehensive Endpoint Data Collection: Gathers a wide range of data points such as CPU details, RAM, disk space, operating system, IP address, and more, ensuring a holistic view of each endpoint. - Scalability: Capable of analyzing data from an unlimited number of endpoints, making it suitable for organizations of all sizes. - Customizable Data Collection Schedule: Allows users to define how frequently endpoint data is gathered and imported, aligning with organizational needs and minimizing system impact. Primary Value and Problem Solved: SysTrack Asset Optimization addresses the challenges associated with manual asset tracking and record-keeping by automating the integration of endpoint data into ServiceNow's CMDB. This automation reduces the workload on IT staff, minimizes human errors, and ensures that the CMDB is consistently updated with accurate and comprehensive system information. As a result, organizations can achieve faster incident resolution, optimize asset utilization, and enhance the overall digital experience for end-users.

Lakeside Assist for ITSM

1 review

Lakeside Assist for ITSM is an advanced application designed to enhance the efficiency of Level 1 and Level 2 help desk operations by providing comprehensive endpoint visibility, automated diagnostics, and remediation tools. Integrated seamlessly with ServiceNow's IT Service Management (ITSM platform, it empowers service desk teams to swiftly identify root causes and resolve issues, thereby improving the digital employee experience. Key Features and Functionality: - Comprehensive Endpoint Visibility: Offers real-time and historical insights into device performance, system health, and user experience metrics, enabling technicians to diagnose issues accurately. - Automated Diagnostics and Remediation: Utilizes SysTrack's sensor technology to detect issues proactively and provides one-click auto-fixes, reducing the need for manual intervention and minimizing resolution times. - Seamless ServiceNow Integration: Integrates directly within the ServiceNow ITSM platform, allowing technicians to access device details, experience scores, and critical alerts without leaving the ServiceNow interface. - User Feedback Mechanism: Incorporates survey tools to gather end-user feedback post-resolution, facilitating continuous improvement in service delivery. Primary Value and Problem Solved: Lakeside Assist for ITSM addresses common challenges faced by IT service desks, such as prolonged resolution times, high escalation rates, and decreased productivity. By providing actionable insights and automation capabilities, it enables service desk teams to: - Reduce Mean Time to Resolution (MTTR: Accelerates the troubleshooting process by offering immediate access to relevant system data and suggested resolutions. - Enhance First Contact Resolution (FCR: Empowers Level 1 agents with the tools and information needed to resolve issues without escalating to higher support levels. - Improve End-User Satisfaction: Ensures a smoother digital experience for employees by minimizing downtime and swiftly addressing performance issues. By integrating Lakeside Assist for ITSM, organizations can transform their help desk operations, leading to more efficient service delivery and a superior digital workplace environment.