Shift Left in the Service Desk
Resolve service desk incidents faster and more efficiently to reduce costs and improve user satisfaction.
Improve service levels while reducing costs
With self-healing control that automates recovery actions for common user issues, the Alluvio™ Aternity Digital Experience Management Platform enables companies to reduce service desk ticket volume and improve first level resolution rate. Alluvio Aternity isolates the source of delay to improve mean time to repair (MTTR) and first contact resolution rate. This enables organizations to raise service levels while reducing costs.
Shift left to raise satisfaction and efficiency
Shifting left is not new. R&D teams have shifted left to catch bugs earlier in the development cycle when they are less expensive and time consuming to fix. Service desk teams are doing the same to manage increasing ticket volumes, higher user expectations, and tighter budgets. For the service desk, shifting left means solving problems at the lowest level possible, since escalating to higher levels of expertise increases expenses and resolution time. With the shift to hybrid work, shifting left in the service desk becomes even more important, as IT deals with higher volumes of issues and more complexity.