Helpdesk Optimization

User-Centric, Proactive IT Management with Aternity

Aternity’s Frontline Performance Intelligence Platform empowers helpdesk personnel with precise insight into actual user activities, application and desktop performance-related problems, configuration changes, and usage patterns, including answers to:

  • When the problem started
  • What applications are affected
  • What business processes of the different applications are affected
  • How many users are impacted, i.e. what is the business impact of the problem
  • Which users are impacted, i.e. who are the highest priority users that need to be helped
  • What is the magnitude of digital pain the users are experiencing
  • What’s the performance of peers
  • What is the probable cause of the problem

Aternity also provides drill-down capabilities providing the following information for users:

  • Hardware configuration
  • Software configurations
  • Running Processes
  • Last 10 transactions performed and their performance metrics, i.e. latency, throughput, response time, end-to-end transaction time
  • Desktop performance metrics at the time of the above transactions, i.e. CPU, Memory, Swap File, etc.
  •  Pop-up Error Messages, Non-responding processes and Crashed Applications that occurred at the time of the problem
  • Verification whether the calling user(s) are affected by other problems that the system detected
  • Verification when a problem is fixed before closing a ticket and following up with a user

    "Aternity delivers clear ROI for enterprises deploying its monitoring platform."

    The-Deal-Aternity
     

Visit Aternity's FPI Resource Library to learn more about how enterprises everywhere are leveraging a user-centric approach to proactive IT Management.

 

 


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