{"id":24085,"date":"2022-09-14T11:12:33","date_gmt":"2022-09-14T11:12:33","guid":{"rendered":"https:\/\/nazing.co.uk\/?p=24085"},"modified":"2022-09-14T11:12:33","modified_gmt":"2022-09-14T11:12:33","slug":"service-desk-automation-for-issue-discovery-and-remediation-anakage-technologies-2","status":"publish","type":"post","link":"https:\/\/nazing.co.uk\/service-desk-automation-for-issue-discovery-and-remediation-anakage-technologies-2\/","title":{"rendered":"Service Desk Automation For Issue Discovery And Remediation – Anakage Technologies"},"content":{"rendered":"\n
PLANNING SERVICE DESK AUTOMATION<\/strong><\/p>\n\n\n\n While considering\u00a0Service Desk Automation\u00a0one of the key things to consider is how to reduce the cycle of Incident to Problem Management and Change Management thereafter without compromising quality.<\/p>\n\n\n\n PROBLEM MANAGEMENT<\/strong><\/p>\n\n\n\n Let\u2019s narrow down key tasks of Problem Management in the End-User Support<\/a> space which are Root Cause Analysis , Solution and Deploying the solution including Change Management.<\/p>\n\n\n\n While up to 50% of the IT service desk issues are repeat in nature many of which have an underlying root cause, most organizations fail to address these repeat incidents inspite of knowing what they are and why they occur.<\/p>\n\n\n\n We realize that there are operational challenges to reduce the lifecycle of Problem Management owing below:<\/p>\n\n\n\n When you really look at historic data you realize very few new categories of Incidents pop up every two quarters or so. But when they do, it takes hell lot of time to figure out the Root cause, find and deploy a permanent fix.<\/p>\n\n\n\n Most often, it is not feasible to do a RCA (Root cause analysis) due to lack of relevant information from the end points at the right time . While there are free tools like Event Viewer and paid End Point Analytic tools available to aid this process, organizations continue to grapple with too much noise in the data besides operational issues to implement such solutions given the implementation constraints on the ground,<\/p>\n\n\n\n Let\u2019s look at a probable real-life scenario of incident to problem management along with challenges that IT faces in conducting RCA and executing the identified solution:<\/p>\n\n\n\n After nearly 17 weeks this is not a nice and expected outcome, IT is burn out, Management is not happy and users continue to loose time \/ productivity \u2026.not a desired state to be in!<\/p>\n\n\n\n Anakage provides a remediation platform:<\/p>\n\n\n\n Proactive CoBot\u00a0can reduce 80% of your effort and time to pull out necessary information from logs using CoBot\u2019s collector and then use CoBot\u2019s services to run newly built remediation solutions without requiring Admin privileges.<\/p>\n\n\n\n For known issues which require user intervention and which can not be prevented from occuring sporadically, Anakage offers Online and Offline CoBots.<\/p>\n\n\n\n Anakage has consistently reduced upto 50% of the incidents at source at reduced prices from competition, thus creating stronger <\/a>business outcomes for clients and partners. Get in touch with us to know more about we can help you implement a successful\u00a0IT Service Desk Automation<\/a>,<\/p>\n","protected":false},"excerpt":{"rendered":" PLANNING SERVICE DESK AUTOMATION While considering\u00a0Service Desk Automation\u00a0one of the key things to consider is how to reduce the cycle of Incident to Problem Management and Change Management thereafter without compromising quality. PROBLEM MANAGEMENT Let\u2019s narrow down key tasks of Problem Management in the End-User Support space which are Root Cause Analysis , Solution and Deploying the […]<\/p>\n","protected":false},"author":6,"featured_media":24086,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","om_disable_all_campaigns":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[8],"tags":[7117,7119,7661,7116,7660,7118],"jetpack_sharing_enabled":true,"jetpack_featured_media_url":"https:\/\/i0.wp.com\/nazing.co.uk\/wp-content\/uploads\/2022\/09\/Digital-Adoption-Platform.jpg?fit=1151%2C608&ssl=1","_links":{"self":[{"href":"https:\/\/nazing.co.uk\/wp-json\/wp\/v2\/posts\/24085"}],"collection":[{"href":"https:\/\/nazing.co.uk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/nazing.co.uk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/nazing.co.uk\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/nazing.co.uk\/wp-json\/wp\/v2\/comments?post=24085"}],"version-history":[{"count":1,"href":"https:\/\/nazing.co.uk\/wp-json\/wp\/v2\/posts\/24085\/revisions"}],"predecessor-version":[{"id":24087,"href":"https:\/\/nazing.co.uk\/wp-json\/wp\/v2\/posts\/24085\/revisions\/24087"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/nazing.co.uk\/wp-json\/wp\/v2\/media\/24086"}],"wp:attachment":[{"href":"https:\/\/nazing.co.uk\/wp-json\/wp\/v2\/media?parent=24085"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/nazing.co.uk\/wp-json\/wp\/v2\/categories?post=24085"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/nazing.co.uk\/wp-json\/wp\/v2\/tags?post=24085"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}PROBLEM WITH PROBLEM MANAGEMENT<\/strong><\/h4>\n\n\n\n
DESIRED FREQUENCY OF END POINT INFORMATION COLLECTION AND ANALYSIS<\/strong><\/h5>\n\n\n\n
IMPLEMENTATION CHALLENGES<\/strong><\/h6>\n\n\n\n
PM team in 2 weeks catches hold of only 10% of the impacted users to pull out Event viewer logs
Log analysis indicates required permissions were missing from some of the component services causing the crashes, read more here
A PowerShell script was developed and tested to check necessary registry settings and grant permissions, read more here<\/li>