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

• 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
   

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