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Softlib
iSolve - Enterprise Wide Problem Resolution Acceleration Solution
The Softlib iSolve solution
assists Development, Technical Support and Helpdesk experts reduce
Problem Resolution time for technical support activities.
Additionally, iSolve provides self-help for end users, empowering
them to resolve their own problems, thus reducing the amount of
problems escalated and improving overall service accordingly.
The iSolve solution works in harmony with existing Technical Support
and Problem Management solutions and processes, integrating
seamlessly with Service Desk systems, Technical Support software,
Bug Tracking systems, CRM and Knowledge bases, et al.
Problem Resolution - The Challenge
A typical Problem Resolution cycle is split into Problem Detection,
Solution Identification and Solution Delivery phases. In
some cases there are automated technologies that help automate some
Problem Resolution actions. The majority of time spent during
Problem Resolution is typically expended on non-automated activities
where personnel are fire fighting the more complex issues, for
example:
Recent industry analyst information from Forrester Research
indicates that the Solution Identification phase takes as much as
50% of the overall Problem Resolution cycle. This is due in
large part to the number amount of Information Technology (IT)
experts required for each problem detected, in order to determine a
potential solution.
Problem Resolution - The iSolve Solution
By working
smarter as opposed to harder, the iSolve solution from Softlib
empowers technology experts to reduce Problem Resolution time,
sometimes by as much as 10* faster, thus minimizing business down
time, while improving service levels and reducing overall costs, as
per:
How iSolve Works
iSolve unifies and
centralizes technical documentation, regardless of platform and
file type, standard data formats via in-built connectors or proprietary
data sources via
API, using smart search algorithms to present data in a
structured and usable format:
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An innovative technology based
on analytical algorithms that index and rate potential
solutions to technical problems, so the technical support
staff can focus on the most likely solutions |
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Tailored end user search
capabilities, considering their search preferences, taking
into account their favourite documentation resources, et al |
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Integrates multiple sources of
information, providing a holistic view of potential
solutions. Information sources include public Web
resources, vendor technical information, internal knowledge
bases, file servers, Emails, portals, service desk,
technical support “tickets”, CRM systems, et al |
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Extends existing knowledge
bases/repositories by leveraging from the associated within
the solution search methodology, eradicating the data
loading or duplication requirement |
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Vendor documentation is
automatically updated to reflect the most current
documentation |
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Web based browsing or free
format text search, making iSolve simple and easy to use |
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A Self Help module that allows
end users to find solutions without the need for escalation |
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Seamless integration into
Service Desk and Business Service Management processes
further streamlines personnel activity, from Problem
Detection through to Problem Resolution |
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An integral part of the ITIL
Service Support and Service Assurance environments |
iSolve
Benefits
iSolve reduces overall TCO and improves business Service Levels
by minimizing Problem Resolution time and associated personnel
costs:
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Eradicate 30% of issues by
providing Self Help for end users |
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Resolution reduction time of
~90% for all associated IT personnel |
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Reduce problem escalation from
one department/entity to another by ~50% |
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Improve business service
availability metrics, by reducing business interruptions |
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Seamless integration
eliminates the need to introduce another
solution/application |
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Easy to implement and use,
installed in hours, fully deployed in several days, and thus
immediate ROI |
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Complements structured IT
methodologies such as ITIL, ISO20000, et al |
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Delivering the Right Solution at First Contact for Technology
Users |
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