Digital experience management provider Lakeside Software has announced a new helpdesk application for its Digital Experience Cloud.
Lakeside Assist augments the helpdesk with analytics and automation capabilities, and is capable of being run stand-alone or integrated with ServiceNow.
Designed for level 1 and level 2 helpdesks, the solution intends to improve efficiency, reduce first contact resolution times and boost the employee experience. A recent survey conducted by the company revealed that nearly 60% of IT leaders put reducing the time to respond to IT incidents as a priority.
"Our recently released global market survey results established a direct link between the lack of prioritisation and investment in digital experience technology solutions and a decrease in organisational financial performance," said Mike Schumacher, CEO and founder of Lakeside Software. "Helping those professionals on the front-lines of support is paramount to ensuring employees have a superior digital experience. With Assist, L1 service desk teams are empowered to immediately perform rapid root cause analysis and remediation, further enabling IT organisations to proactively act and identify IT performance problems before they escalate."
IT Service Management Integration
Assist also integrates with ServiceNow IT service management (ITSM), enabling root cause analysis from within the ServiceNow ITSM platform, including device details, experience scoring and problem alerts.