Four Ways Automated Remediation Drives up Service Desk KPIs

Whether part of an enterprise or a service provider, Service Desk teams’ jobs have never been harder. Companies deploy complex technologies as part of their digital transformation efforts. Mobile apps, apps running in the cloud, third party SaaS offerings, and apps running in virtual environments. Users work whenever and wherever, so they must access these apps on a variety of devices. Not just PCs, laptops, and virtual devices in the office, but tablets and smart phones when they’re away from it. Senior IT staff focus relentlessly on the Key Performance Indicators (KPIs) to track the health of the business. Automated remediation enables Service Desk teams to hit their KPI targets by proactively identifying and resolving device issues that affect end user experience.

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