Helpdesk Optimization
User-Centric, Proactive IT Management with Aternity
Aternity’s Frontline Performance Intelligence Platform empowers helpdesk personnel with precise insight into actual user activities, application and desktop performance-related problems, configuration changes, and usage patterns, including answers to:
- When the problem started
- What applications are affected
- What business processes of the different applications are affected
- How many users are impacted, i.e. what is the business impact of the problem
- Which users are impacted, i.e. who are the highest priority users that need to be helped
- What is the magnitude of digital pain the users are experiencing
- What’s the performance of peers
- What is the probable cause of the problem
|
"Aternity delivers clear ROI for enterprises deploying its monitoring platform." |
|
|
Aternity also provides drill-down capabilities providing the following information for users:
- Hardware configuration
- Software configurations
- Running Processes
- Last 10 transactions performed and their performance metrics, i.e. latency, throughput, response time, end-to-end transaction time
- Desktop performance metrics at the time of the above transactions, i.e. CPU, Memory, Swap File, etc.
- Pop-up Error Messages, Non-responding processes and Crashed Applications that occurred at the time of the problem
- Verification whether the calling user(s) are affected by other problems that the system detected
- Verification when a problem is fixed before closing a ticket and following up with a user
Visit Aternity's FPI Resource Library to learn more about how enterprises everywhere are leveraging a user-centric approach to proactive IT Management.