The new Intelligent Service Desk features also allow the IT department to understand end-user satisfaction by integrating feedback analysis into all remediation workflows, from problem detection to resolution.
The proliferation of workplace applications and the rising expectations for quality of service among today's digital workers have led to a critical increase in the volume and complexity of incidents. Traditional help desks are often overwhelmed with incidents, resulting in inefficiencies, inconsistent IT service delivery, and increased costs. Furthermore, IT teams are frequently inundated with monitoring events that may not directly impact the end-user experience, leading to longer resolution times and higher error rates for critical issues. The compartmentalization of IT operations further exacerbates the problem by limiting knowledge reuse and hindering automated solutions with accurate root cause insights and analysis.
Aternity's Intelligent Service Desk dynamically models expert decision-making and logic-based remediation by leveraging customizable runbooks. Unlike other DEX offerings that use numerous remediation scripts for limited use cases, Aternity's Intelligent Service Desk enables greater AI-driven automation, eliminating the need for human intervention. For unresolved issues, an IT service management (ITSM) ticket is routed to the appropriate level with the necessary context for rapid resolution. Now, Aternity's flexible automation logic streamlines and correlates user feedback through sentiment surveys, enabling optimal levels of engagement to efficiently resolve both simple and complex problems.
Key features and benefits of Riverbed Aternity's Intelligent Service Desk integration include:
• AI-based correlation and anomaly detection of device and application issues
• Intelligent automation of remediation workflows, resulting in incident prevention
• Ready-to-use, customizable execution guides, automatically triggered by the Service Desk Alerts system
• Interactive user feedback through opinion surveys to prioritize and optimally resolve issues
• Seamless integration with ITSM tools, such as ServiceNow, for targeted and intelligent ticket management
“Today’s announcement builds on Riverbed’s years of experience in AI and automation. Expanding its Intelligent Service Desk capabilities through Riverbed Aternity marks a significant milestone in empowering organizations with more sophisticated remediation and sentiment analysis, augmenting human decision-making,” said Richard Tworek, Chief Technology Officer at Riverbed. “By offloading repetitive, lower-value tasks to AI-powered algorithms and intelligent automation, we are enabling Digital Workplace teams not only to build a more proactive approach to remediation, but also to free up more time for human ingenuity.”
Riverbed Aternity's Intelligent Service Desk with runbook integration and sentiment survey is now available for organizations looking to optimize their IT service delivery and improve the digital experience.
