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Our services

Agile Support

We make remote support agile and timely.

Our services

Agile support

We make remote support agile and timely.

With the increase in remote locations, IT support has no easy life.  
It must provide remote assistance and initiate recovery procedures on devices that in most cases are not recorded in company asset inventories, because they are owned by the employee. He has no visibility on their context, does not have information on their status and their configuration, he can not put his hand in person 

 

Faced with a greater volume of requests (35% according to DeepCoding) of users who can not work because blocked by broken systems, network problems, low performance and crashes for the installation of unauthorized software, the support is struggling to respond adequately.  
The staff is full of requests and the service fails to meet the expectations of users.  

With the increase in remote locations, IT support has no easy life.  
It must provide remote assistance and initiate recovery procedures on devices that in most cases are not recorded in company asset inventories, because they are owned by the employee. He has no visibility on their context, does not have information on their status and their configuration, he can not put his hand in person 

 

Faced with a greater volume of requests (35% according to DeepCoding) of users who can not work because blocked by broken systems, network problems, low performance and crashes for the installation of unauthorized software, the support is struggling to respond adequately.  
The staff is full of requests and the service fails to meet the expectations of users.  

With our Agile Support service, we allow support to be present wherever connectivity allows, with remote control and visibility functions over the context in which the device is located and its health and safety status. 

We prevent incidents with centralized, automated criticality management and free staff from repetitive operations, allowing them to focus on more valuable tasks..

With our Agile Support service, we allow support to be present wherever connectivity allows, with remote control and visibility functions over the context in which the device is located and its health and safety status. 

We prevent incidents with centralized, automated criticality management and free staff from repetitive operations, allowing them to focus on more valuable tasks..

What situations
involving your
support should
alarm you?

What situations involving your support should alarm you?

You have no visibility into new devices

Your users have multiple devices to request support for, but you don’t have information about their status and configuration.

The staff is struggling

The resolution of incidents is in charge of the users because the support fails to intervene, but it is difficult to close the ticket quickly, because the user must be trained and followed.

The problem solving is delayed

Several people experience the same problems (such as unsupported OS), but fail to intervene before the user complains about blocking his productivity.

The users are unsatisfied

Users can’t work for long periods of time, resulting in complaints, damage to business and stress in support, which fails to deliver a service that lives up to expectations.

What situations involving your support should alarm you?

You have no visibility into new devices

Your users have multiple devices to request support for, but you don’t have information about their status and configuration.

The staff is struggling

The resolution of incidents is in charge of the users because the support fails to intervene, but it is difficult to close the ticket quickly, because the user must be trained and followed.

The problem solving is delayed

Several people experience the same problems (such as unsupported OS), but fail to intervene before the user complains about blocking his productivity.

The users are unsatisfied

Users can’t work for long periods of time, resulting in complaints, damage to business and stress in support, which fails to deliver a service that lives up to expectations.

DeepCoding’s research shows that service desk costs per ticket have increased by 30% (from $20.44 to $26.51) and user satisfaction has dropped by 10%. To make your remote support agile you should:

Have a timely inventory of IT resources

Faced with the need to manage new devices, an excel file is no longer enough to govern this complexity in real time. Information from users may no longer be sufficient. You should have organized and up-to-date data to consult at all times to understand how to provide support.

Have visibility on the device context

During the emergency users asked for support especially for connectivity and VPN issues. You should also have visibility on the context in which users work (used networks, access conditions, etc.) and especially on the state of the device, to understand what is blocking the person's operation.

Possibility of localized intervention

There are incidents and resolutions that require expert intervention and cannot simply be delegated to the user. You should equip the support with remote control functions to be able to intervene at any time and restore workstations correctly, with the appropriate back-up, recovery and restore procedures for data and user profiles.

Take a proactive approach

If several people experienced the same problem, wouldn't it make more sense to fix it in all managed devices before it impacts productivity? You should have a criticality monitoring system and a centralized management tool to operate massively.

Automate the repetitive tasks

To optimize man-hours spent (and thus costs), you should automate recurring tasks. By integrating ITSM tools with timely inventories and machine learning/bot automation algorithms, support operations can be encoded according to predefined workflows.

DeepCoding’s research shows that service desk costs per ticket have increased by 30% (from $20.44 to $26.51) and user satisfaction has dropped by 10%. To make your remote support agile you should:

Have a timely inventory of IT resources

Faced with the need to manage new devices, an excel file is no longer enough to govern this complexity in real time. Information from users may no longer be sufficient. You should have organized and up-to-date data to consult at all times to understand how to provide support.

Have visibility on the device context

During the emergency users asked for support especially for connectivity and VPN issues. You should also have visibility on the context in which users work (used networks, access conditions, etc.) and especially on the state of the device, to understand what is blocking the person's operation.

Possibility of localized intervention

There are incidents and resolutions that require expert intervention and cannot simply be delegated to the user. You should equip the support with remote control functions to be able to intervene at any time and restore workstations correctly, with the appropriate back-up, recovery and restore procedures for data and user profiles.

Take a proactive approach

If several people experienced the same problem, wouldn't it make more sense to fix it in all managed devices before it impacts productivity? You should have a criticality monitoring system and a centralized management tool to operate massively.

Automate the repetitive tasks

To optimize man-hours spent (and thus costs), you should automate recurring tasks. By integrating ITSM tools with timely inventories and machine learning/bot automation algorithms, support operations can be encoded according to predefined workflows.

We defer routine activities to the AI.
We believe in a
shift-left approach.

We use AI to increase support agility and make costs inversely proportional to the number of tickets managed. This is the "shift-left" paradigm, which is shifting skills to the left. What does that mean? We let the algorithms learn how to solve the most frequent incidents so that the most skilled resources - to the right of a hypothetical cost/expertise chart for managed tickets - can engage in more valuable activities.

We defer routine activities to the AI.
We believe in a
shift-left approach.

We use AI to increase support agility and make costs inversely proportional to the number of tickets managed. This is the "shift-left" paradigm, which is shifting skills to the left. What does that mean? We let the algorithms learn how to solve the most frequent incidents so that the most skilled resources - to the right of a hypothetical cost/expertise chart for managed tickets - can engage in more valuable activities.

WHAT WE OFFER

Visibility
and remote
control

We allow support to have full control of the devices.

  • hardware and software inventories updated daily, including cloud and edge computing resources 
  • possibility of localized intervention: remote control, back-up, recovery and user data restore 
  • visibility on device context and data history  
  • VPN and Network Resource Planning configuration 
  • google-like dashboard can be queried about device conditions 
  • integration with ITAM and ITSM tools 
Reducing blocks to productivity

We enable self-healing problem management. 

  • automatic detection of potentially critical situations
  • predefined workflows that can be activated under certain conditions (if/then paradigm) 
  • automatic opening, classification and prioritisation of tickets in the ITSM tool 
  • integration with ITAM and ITSM tools 
More
satisfied
users

We increase the perceived quality of support services.  

  •  proactive removal of blocks to productivity 
  •  use of AI to increase 24/7 availability of services 
  •  more responsive support through automated ticket management 
  •  real-time reports on the quality of the services offered 
Reduction
of operating
costs

We optimize the time of the Help&Service Desk staff.  

  • reduction of human errors thanks to coding and automation of the intervention processes 
  • allocation of staff to more valuable activities 
  • training of AI algorithms for ticket resolution 
  • activation of self-help procedures

WHAT WE OFFER

Visibility
and remote
control

We allow support to have full control of the devices.

  • hardware and software inventories updated daily, including cloud and edge computing resources 
  • possibility of localized intervention: remote control, back-up, recovery and user data restore 
  • visibility on device context and data history  
  • VPN and Network Resource Planning configuration 
  • google-like dashboard can be queried about device conditions 
  • integration with ITAM and ITSM tools 
Reducing blocks to productivity

We enable self-healing problem management. 

  • automatic detection of potentially critical situations
  • predefined workflows that can be activated under certain conditions (if/then paradigm) 
  • automatic opening, classification and prioritisation of tickets in the ITSM tool 
  • integration with ITAM and ITSM tools 
More
satisfied
users

We increase the perceived quality of support services.  

  •  proactive removal of blocks to productivity 
  •  use of AI to increase 24/7 availability of services 
  •  more responsive support through automated ticket management 
  •  real-time reports on the quality of the services offered 
Reduction
of operating
costs

We optimize the time of the Help&Service Desk staff.  

  • reduction of human errors thanks to coding and automation of the intervention processes
  • allocation of staff to more valuable activities 
  • training of AI algorithms for ticket resolution
  • activation of self-help procedures 

We solve crucial needs
to help your support
intervene remotely.

You never lose control of your data, your devices and their integrity.

Know every aspect of
the company assets (status, assignees, relationship)

"I would like to be clear about the condition of my assets within the enterprise infrastructure."

Reduce the impact of malfunctions on users

"I can’t prevent accidents before they stop people’s work"

Safely enable any
device

"I’m having a hard time making sure all the devices meet the company’s security
requirements."

Know if there are applications not in order

"I would like to monitor the presence of non-compliant situations in users' devices"

We solve crucial needs
to help your support
intervene remotely.

You never lose control of your data, your devices and their integrity.

Know every aspect of
the company assets (status, assignees, relationship)

"I would like to be clear about the condition of my assets within the enterprise infrastructure."

Reduce the impact of malfunctions on users

"I can’t prevent accidents before they stop people’s work"

Safely enable any
device

"I’m having a hard time making sure all the devices meet the company’s security
requirements."

Know if there are applications not in order

"I would like to monitor the presence of non-compliant situations in users' devices"

Would you like to make your 

remote support agile?

CONTACT US FOR A
CONSULTATION!

Would you like to make your remote support agile?

CONTACT US FOR A
CONSULTATION!

REMOTE WORK MUST BE EASILY MANAGEABLE, BUT NOT ONLY THAT.

Discover about the other services we offer to get People working anywhere safely.

REMOTE WORK MUST BE EASILY MANAGEABLE, BUT NOT ONLY THAT.

Discover about the other services we offer to get People working anywhere safely.

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