We all have had workdays where we were hard-pressed to deliver on a customer request, only to be frustrated that the device sign-on or an application slowdown failed us. Ever raised a ticket with the service desk before? Running from pillar-to-post to seek help with your laptop troubles or struggling with remote desktop setup is not uncommon. We all have had our share of frustrations with technology at the workplace, haven’t we? Just broaden your view of a bad workspace experience to an entire enterprise and you will feel the plight of the service desk executives who are fire-fighting their way to ensure your endpoint devices are in proper health, compliant and that the system and application performance is optimum.
Connect, Communicate and Collaborate with physical, virtual or mobile devices is what makes a digital workspace today. Over-dependence on the traditional service desk remediation approach for managing an enterprise digital workspace is a recipe for disaster! The reason is simple – all existing service desk models are ‘reactive’ to end-user issues. Moreover, the current lot of end-user experience monitoring tools have little knowledge of user personas and workspace behavior. They focus more on monitoring and data collection than issue analysis, isolation, autonomous remediation and building intelligence for the future. Zero intelligence leads to less incidence predictability, huge helpdesk ticket volume and longer remediation cycles which are a massive drain on the IT resources. For I&O leaders, digital employee experience is fast becoming a top priority and they are clearly struggling to mitigate the risks of workspace outages efficiently, without the unwanted noise.
What Should You Look For in a Digital Workspace Experience Monitoring Solution?
There are seven things which are central to a friction-less end-user experience. A proactive and autonomous digital workspace monitoring solution should necessarily deliver:
A Blueprint: Maps and builds a model for all the endpoint devices, attributes, precedencies and interdependencies across the enterprise.
Benchmarking Normal Behaviour: Helps understand deviation from standard patterns, anomalies and frequently affected areas and dependencies.
Risk Profiling: Helps classify incidents based on business-criticality and quickly identify impact areas.
Intelligent Alerts: Suppress noise and false alerts, real-time prediction of possible failures.
Automated Remediation/Self-Heal: Takes proactive, corrective actions based on intelligence, built over time.
End-user Self-service Application: Puts the users in the driving seat with simple, intuitive interface for application troubleshooting, performance tuning, health and compliance checks.
Service Desk Dashboard: Provides intelligence and recommendations around devices and issues within the enterprise.
The capabilities of self-heal or autonomous remediation take end-user experience monitoring to a whole new level. In fact, it pre-empts the need to raise a service desk ticket and follow up! Fixing problems before they disrupt the workday is on everyone’s wish list, isn’t it? More so with enterprises with large digital workspaces spread across geographies with umpteen endpoint technologies in place. Such autonomous and intelligent solutions would shave off service desk costs, software and hardware upgrade costs and virtually zero repair time, all of which translates into zero unproductive hours for the business. Highly productive and disruption-free digital workspaces might just be the key differentiator your business needs to survive in the digital era.
– Rahul Apte (Product Marketing Manager, Digital Workspace)