Delivering proactive and predictive IT user support

Predictive IT Support

Technology companies are about to start using artificial intelligence (AI) as a proactive tool for IT user support. Under a proactive support scenario, if your word processing program crashes or locks up, an automated system will notice the incident immediately and then offer solutions, often before the problem occurs in the first place.

Remember the axiom from the last blog: “The best support experience is the one your user doesn’t have.” Users don’t want to deal with tech support. They just want their computers and the systems they access to work when they need them.

Automated tech support offers a great relief for home users, especially small business people who work from home, but think about how AI can help corporate IT. Instead of waiting for a lock up, an automated system can notice the potential threat, several days before the user has run out of disk space. Corporate IT can either order a new hard drive, or simply swap out the machine well before an issue ever happens.

In the reactive world, the user contacts tech support and describes the issue over the phone. Tech support will first try to solve the issue during the phone call and if they can’t, dispatch a person to work on the problem. This often can take several hours, even days. In the future, corporate tech support will work in a predictive and proactive mode.

Here are some examples: Predictive tools such as dashboards, automated diagnostics and early focus allow for fast action. Predictive analysis will identify and then attempt to prevent events that require a service tech to make a physical call. If that activity is not successful or not possible, good process directs proactive tech support staff to send alerts out to users about developing IT issues. Proactive service will reach out to users before an issue occurs with warnings, resolutions or directions for prevention that can remediate the issue with little or no disruption.

DXC is a leader in delivering new IT support methods that move beyond the old reactive support models. Proactive and predictive IT support and solutions offer a far greater return on investment than reactive support. Predicting and preventing problems from occurring – at a fraction of the cost of disruption to recover from outages and failures – just makes good business sense.

Here are six ways proactive and predictive support delivers benefits:

  1. Better decision-making. Proactive IT support with user analytics gives companies the insights they need for effective planning and analysis. Corporate IT can answer key questions such as: How and which applications are being utilized and by whom? What is the overall security and compliance position for users and their devices? Are our devices at optimal health? And, when and which devices do we replace?
  2. Effective budgeting and planning. Proactive user support and analytics offers deeper insights through monitoring, continuous health checks and more effective use of scarce IT resources.
  3. IT support cost savings. Preventing IT issues before they happen just makes sense. Prevention is more cost-effective and employees are happier and more productive because there are fewer IT issues interrupting their work days.
  4. Increased uptime. Through proactive monitoring and analytics we can identify areas of vulnerability and fix them before they become serious disruptions. This leads to increased uptime that can be tracked consistently with analytics.
  5. Enhanced data security and compliance. Proactive monitoring and analytics can also identify changes in security policies, shadow IT, undesirable or unauthorized databases or activities that may make a device vulnerable to malware. Automation, user notifications and feedback mechanisms create a cooperative environment with the users as opposed to difficult and costly enforcement.
  6. Improved response times. Proactive support identifies issues before the user calls, and if they do call the help desk takes action much faster. All issues receive better attention because of more automated and effective resolution tools.

We understand that when companies make improvements to IT systems they look for three main benefits: cost savings, efficiency and productivity. Taking a proactive approach to user support with effective user-experience monitoring backed up by analytics will meet these goals, both in the short and long run. It requires an investment in time and money, but it’s well worth the effort.

Have a look at the white paper, written by my colleague, Alan Broadhead to find more information on how DXC is implementing Predictive and Proactive user support.

See more of Marc Wilkinson’s thoughts on AI in the workplace in the Wired magazine article.


Marc Wilkinson

Marc Wilkinson, DXC Technology’s chief technology officer for Workplace and Mobility, focuses on bringing innovation and consumer-like experiences to enterprise work to enable an organization’s employees to be productive wherever and whenever they need, without compromising security or usability. Marc leads the development of technology strategy for support services, digital workplace, enterprise mobility services and productivity, unified communications and campus networking. He also collaborates with product management leaders on the transformative services and capabilities needed to enable organizations to become modern enterprises. He previously was responsible for the Enterprise Mobility, Managed Workplace and Networking Services portfolio for Hewlett Packard Enterprise. marc.wilkinson@dxc.com

RELATED LINKS

How AI can make user support more proactive

Can artificial intelligence out-smart cities?

AI and chatbots will revolutionize how we work

Comments

  1. I read a lot of your articles and blogs, but this article has something different. Thanks for sharing…..

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