Look Outside-In Expose your IT Iceberg with Nexthink Analytics

July 13, 2016

Mike Oleksinski | Channel & Alliance Director | Nexthink

TraditionalIT service desks all work in much the same way and share the same workingmantra: no call = no issue. There is a significantly inherent flaw in thismodel which relies on end-users to actually pick up the phone and log a call.Studies have shown that over 60% of end-users experiencing problems will neverlog in tickets, leaving you completely in the dark with regards to issueshappening in your environment: you’re seeing only the tip of the iceberg! Youwill thus need data from the end-user point of view to more fully measurequality and consistency of IT service delivery: you’ll need to change yourperspective and take an outside-in approach.