End-user help desk and support activities are largely reactionary and passive based. IT reacts to help tickets generated by users based on issues, failures, and problems they experience.
Goals and Objectives
Using telemetry data collected/analyzed from deployed technologies (hardware, software), make proactive recommended actions, reminders, and prompts for users regarding workspace technology maintenance, updating, and replacement.
User environment management/monitoring tools, IT service management platforms, unified endpoint/client endpoint management platforms, and predictive analytics
Use Case Summary
Active help desk tickets and calls reduced and overall user satisfaction increased by active monitoring and automated updating and interactivity with end users regarding their respective workspace technologies