SysTrack for ServiceNow®

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SOLUTION BRIEF

“Lakeside’s integration for ServiceNow enables service desk operations to run more efficiently by providing the agent intelligence needed to resolve problems proactively without involving the end user.”

Mark SlagaGeneral Manager of Digital

Workplace Services, IBM

Give your service desk visibility for accelerated resolution with SysTrack

Dramatically Lower Service Desk Costs and Improve User ProductivityImagine if your IT service desk had an “endpoint time machine.” Imagine if every time an end user opened a ticket, service desk technicians could immediately have access to all the relevant device, network, and application information pertaining to the issue. This can be accomplished today with SysTrack and the SysTrack apps for ServiceNow.

SysTrack is a digital experience monitoring solution that gathers and analyzes data on everything that may impact end-user experience and business productivity. Directly from the workspace, SysTrack captures data such as CPU, memory, disk, and other 10,000+ data points. These are then analyzed by SysTrack and used by IT in countless ways that lower costs and optimize operations including: lowering the amount of help desk tickets, identifying over and under-provisioning, reducing time to resolution, tracking SLA performance, measuring the performance of rollouts, and so much more.

ServiceNow customers can now leverage fine-grained environment data to augment the service desk’s ability to resolve issues and in many instances, avoid them.

Up to 40% Faster Incident Resolution!

1. TICKET CREATIONEnd user opens a ServiceNow ticket or one is generated by SysTrack.

2. TICKET AUGMENTATIONA snapshot of the user’s device is appended to the ticket as well as computer identification and configuration data.

3. TROUBLESHOOTINGService desk staff can quickly identify and root cause the issue with no or minimal user interaction.

4. RESOLUTIONComputer/System and application issues are resolved fast so users are up and running sooner.

SOLUTION BRIEF

SysTrack Root Cause AnalysisThis app adds critical user and computer data to the ServiceNow ticket and appends a snapshot look into the state of any given user’s computer including:

• What is spiking a critical resource like CPU• Which resources are impacting user experience• Historical and real-time view into performance and

usage of resources like app and hardware• User experience score trended over time.• ...and 10,000+ data points for root cause analysis.

© Lakeside Software, LLC. 1997-2021.SYSTRACK FOR SERVICENOW | 2

SysTrack Apps for ServiceNowLakeside Software currently offers two apps in the ServiceNow app store. Together, the apps provide user computer/system data captured by SysTrack to the help desk agent. Whenever a support ticket is opened, SysTrack inserts a snapshot of the user’s computer including detailed system resource, application state, and user activity data. SysTrack also appends otherwise manually-input system configuration details like computer name, asset tag, OS domain, OS version and more. This enables support teams to accelerate resolution and root cause analysis. Customers using SysTrack for ServiceNow augmentation benefit from:

• 40% reduction mean time to resolution

• 18% reduction in IT service desk tickets

About Lakeside: Lakeside Software is a leader in digital experience monitoring. We develop software that helps IT have clear visibility into their environments in order to design and support productive digital workplaces. Our customers use Lakeside Software technology to perform end-user experience management, IT asset optimization, and AIOps. Visit lakesidesoftware.com to learn more.

SysTrack Asset Optimization This app adds computer/system identification and configuration details that would otherwise be manually found and input by the help desk agent. These details include:

• System name, tag, manufacturer, serialnumber, model and related details

• OS domain, type, version, service pack• DNS domain• Disk space, RAM, CPU, and more