Reducing Support Costs

Take advantage of automated tasks: better results at a lower cost.


 

More than self-service, reduce some issues to no service necessary:


  • Automatic break/fix through reboot to ideal state solves more than 34% of all inbound calls without any manual intervention
  • Reduces repair and update costs and downtime by 70%; files move in the background; push authorized changes on and offline
  • Improves success rate with patching (up to 90%); significantly reduces do-overs, troubleshooting and deskside visits
  • Reduces image building and deployment from hours to minutes
  • Increases FLF (first level fix) and avoids additional escalations
  • Consolidates key I&O functionality using configuration and change management automation


Every time the help desk phone rings, it's $20 (based on nat'l average). For more serious issues such as catastrophic device failure, infected operating systems/applications, unauthorized downloads, the cost is obviously greater--and not just in terms of tech/admin intervention, but lost productivity and potential loss of client trust. This doesn’t include scheduled maintenance tasks such as patching, updating and migration—which in itself requries a significant time and resource commitment.


Automation is more than investing in self-service password reset policies. More than self-service, Persystent reduces some issues to no service. Because of the automatic reset to approved ideal state, user need only reboot their machine and the problem is instantly resolved. Now of course, this isn’t a panacea for every problem, but in 80% of our documented cases, the issue was resolved with one standard reboot of the device.


How we get rid of malware and other invasive breaches


According to IT process gurus SixSigma, “lean” companies need to achieve a Process Efficiency Cycle (PEC) of 25% or greater (PCE=Value-Added Time/Total Elapsed Time). By eliminating 34% of all inbound calls (with typical break/fix issues), the amount of Value Added Time by which help-desk technicians can redirect to priority, revenue-building tasks rises significantly. Adding to value-added reservoir is the time gained from an increased patch/update success and other streamline cyclical variations like migration and scheduled maintenance updates.


A conservative-sized enterprise (1000 endpoints) will experience 1 support issue for each endpoint every 100 days: That’s 3600 problems. And that’s beyond the simple inbound requests like resetting passwords or finding misfiled assets, and answering “why doesn’t my (fill in the blank) work? If each incident takes an hour to diagnose and resolve, that’s still a significant investment in “fixing” issues that enterprise configuration control could automatically resolve. Applying a solution like Persystent give organizations back that time and budget (more than $75,000 and 3600 hours in this example!) to reinvest in transforming IT from pluggers of cables to analysts; from a compiler of stacks to a broker of business needs.


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