Reduce tickets by self support automation

Self Service Password Reset (SSPR) Solution

Many organizations in spite of having a self service password reset web portal continue to witness Password reset tickets as a major chunk of the help desk incidents and SRs . All this in spite of email reminders and AD prompts on user screens. There has to be a better way of leveraging the SSPR to create stronger ROIs and quicker paybacks than with organic user adoption of SSPR. Anakage with its proactive remediation platform, has Read more…

By Ankith Shenoy, ago

How to Fix Windows 10 Outlook problems automatically?

Microsoft Outlook and Windows 10 are one of the widely used email clients and the OS in Enterprises. We find numerous KB articles and support forums for issues related to Microsoft Outlook. However, what if we can automate many of these solutions in Windows 10 Outlook problems with few simple steps? Let us understand this by taking a classic example of Outlook slowness. Below are the 3 main things to be checked, for troubleshooting performance issues Read more…

By ankiths, ago

Getting stuck using PowerShell script for automation?

Let us start by understanding the security considerations when trying to run PowerShell script for automation. In spite of various execution policies, there is a significant increase in malicious use after PowerShell usage became open source in 2016. A Lab report from McAfee reported that PowerShell malware increased by 432 percent between 2016 and 2017, and Symantec noted a 661 percent increase within the number of computers where PowerShell activities were blocked from the year Read more…

By Ankith Shenoy, ago

Remote Service Desk automation in a NOC model

Introduction Anakage is an end-user support automation platform which empowers the Shared Services Center or NOC Model automation using the concept of Multi-tenancy. It is a smarter way of handling IT Service Desk Automation. Let us see How. How? Multi-tenancy is a software architecture where a single instance of software application running on a server serves multiple tenants. We can take the example of the apartment. At the main gate, they have a centralized administration Read more…

By Ankith Shenoy, ago

Remote solution firing in IT Service Desk

What if you have been adopting the service desk automation and you find that it is still not giving you a much ROI ? What if the users are not using the self help options to resolve issues and the tickets are getting piled up on Engineer’s account? Gartner research shows that service executives believe 40% or more of today’s live volume could be resolved in self-service channels, yet only 9% of customer service journeys Read more…

By Ankith Shenoy, ago

Self-Heal solution for Retail POS and Site Server

The Point of Sale (POS) refers to the area of a store where customers can pay for their purchases. The term is normally used to describe systems that record financial transactions. This could be an electric cash register or an integrated computer system which records the data that comprises a business transaction for the sale of goods or services. Retail Point-of-Sale(POS) system are used to perform: file maintenance, promotional offer set ups, inventory transfers, menu Read more…

By Ankith Shenoy, ago

Self-Help and Self-Heal Solutions in IT Help Desk Automation

In a perfect world of IT Help Desk Automation all software issues will be either fixed manually or detected and proactively eliminated. Most of the top call volume driver issues (incidents/service requests) are owing to organization specific custom workflows, user and usability related issues which cannot be always handled with script based routines limited to infrastructure management. Without understanding of the top call volume drivers, simply checking myriads of settings, versions & parameters in the Read more…

By Ankith Shenoy, ago

Benefits of IT Help Desk Portal for IT Automation

A self-service portal is a platform that has self-service or self-help solutions that enables the consumer to request services, find information, and resolve issues. As per Gartner majority of the organizations fail to implement Self-Service successfully even when up to 40% of the issues can be self-resolved. Problem with self-service? What changed between these scenarios? If we talk about self-service in enterprises, there are several reasons why such self-service fails in any organization. 1. Content Read more…

By Neha Jain, ago

Mac self service application

Introduction Mac self service application is made for enterprises, wanting to empower their Mac users to self-resolve issues thereby reducing employee downtime and workload of IT Help Desk . It is an offline application installed on MAC machines with a searchable user interface for users to search and run solutions for commonly recurring issues. As Mac continues to grow in popularity around the world, enterprises need to think about self-service of end user issues on Read more…

By Ankith Shenoy, ago

Service Desk Automation for issue discovery and remediation

Planning Service Desk Automation While considering Service Automation one 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’s narrow down key tasks of Problem Management in End User Support space which are Root Cause Analysis , Solution and Deploying the solution including Change Management. Problem with Problem Management While up to 50% of the IT service desk issues Read more…

By Prosenjit Ghosh, ago