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The best support is the support you don’t need

The best support is the support you don’t need

“Time is money.” Ben Franklin coined the phrase more than two centuries ago, but it’s just as true today for modern companies. Automation of routine tasks paves the way to creating truly self-managed environments, where the system itself handles the configuration. As we have seen, in the current pandemic situation, enterprises are struggling to come up with ways to support a large remote workforce. Businesses across the globe are feeling anxious as there is little clarity around the impact of employee performance when working from home. The top priority for I&O leaders today is to get remote workers up and running, with minimum disruptions to their workspace experience. An even bigger challenge is how the Service Desk can support higher trouble ticket volumes. How can they possibly cater to employee requests while they are also working from home?

The need of the hour is Self-healing End User Experience Management (EUEM), a proactive and autonomous approach that provides IT support before a bulk of the requests hit the Service Desk agents. A truly ‘ticketless experience’ is what an average employee yearns for. Let’s see how a Self-healing Digital Experience Monitoring (DEM) tool can also help remote workers and Service Desk teams.

Troubleshooting Business-critical Endpoints Pro-actively

A good End User Experience Management tool will provide maximum coverage for the most commonly occurring system faults and application issues. It performs periodic health, performance and compliance checks and proactively fixes issues on customer-facing endpoints to ensure optimum endpoint availability during business hours.
One of the most common machine issues employees often face is system slow down. Without the technical knowledge of how to speed up the system, they often end up being frustrated with a sluggish laptop. This has a direct impact on their deliverables and business is adversely impacted. A proactive End User Experience Management tool will autonomously initiate a disk cleanup, memory cleanup, disk defragmentation, and in turn, speed up the system instantaneously.
There are several other use cases like troubleshooting productivity, anti-virus, and email applications, as well as document readers that can help the remote worker sail smoothly through their workday without any bottlenecks or hiccups. Consider a scenario where MS Outlook crashes for an employee. End User Experience Management tools can perform a root cause analysis and identify the cause of the crash. It autonomously triggers the repair Personal Storage Table (PST) functionality that will easily fix corrupt or inaccessible PST files on the device, thus restoring the mailbox for that employee.

Self-heal Devices with Offline Availability

Self-healing promotes a ticketless experience for employees by empowering them to take control of their endpoints. Generally, a self-heal desktop or mobile application installed on the employee’s machine has a pre-packaged knowledge repository for autonomous remediation of incidents. Having 100% offline availability is the cherry on top as employees are fully covered against incidences, even without adequate network availability. This reduces the incoming tickets for the Service Desk teams, allowing them to focus on more strategic initiatives within the organization.

Employee Onboarding Made Simpler

Business must not stop for anything, and certainly not for disruptions in the physical workspace. End User Experience Management tools with workflow capabilities can simplify and speed up asset allocation, account creation, software licenses, compliance, permissions and more for new employees. Organizations who want to allow their desktop users to work remotely using a new laptop can benefit from these capabilities.

Secured Workspace Experience

With an End User Experience Management tool in place, it is easier to have a unified view of all the enterprise endpoints. The tool can help in tracking of rogue access and prevents attacks. Employees can work in a secured workspace while they are in transit, in the office or working from home. The tool proactively checks for group policies, anti-virus definitions, and OS patch status ensuring everything is up to date.
If you are like the many other companies looking to go fully remote with their employee workspaces, it is important to explore and invest in an end user experience management tool that supports this transformation. This will not only help in increasing employee productivity but will also shape business outcomes in a good way. The time has come to do away with centralized and restrictive workspaces and embrace digital capabilities.