Integrate SysTrack with your ServiceNow environment!
With Lakeside Assist for ITSM, IT service management users can:
· View useful real-time endpoint diagnostics
· Apply automated fixes to reduce troubleshooting time
· Process incidents quickly, reliably, and consistently
· Improve customers’ digital experience
The common approach to support ticket handling is disruptive, since it involves Level 1 helpdesk technicians calling the customer and often remotely connecting to their system. With Lakeside Assist for ITSM, ticket handlers can easily access the full diagnostic information needed to identify the root cause of an issue, and resolve it quickly and efficiently without involving the customer.
Lakeside Assist for ITSM combines the rich analytics of SysTrack, Lakeside’s digital experience management platform, including real-time issue detection and automated resolution, with the familiar ServiceNow ticketing interface. The product enables users to tackle large ticket volumes, improve customer experience, and avoid inefficient back-and-forth interactions.
Lakeside Assist for ITSM connects your ServiceNow instance with Lakeside’s Digital Experience Cloud platform to provide the following data:
- Real-time issue detection: See top problems currently impacting the customer with descriptive resolution steps.
- One-click automations: You have preset scripts for resolving the detected issues quickly.
- Key endpoint diagnostics: Data on trending digital experience scores and recent software changes provide visibility into system health.
- Full historical analysis: A snapshot of system performance at the time of the incident supports deeper investigations for resolving more complex issues.
Update 4.1 includes these improvements:
- Better flexibility and compatibility with your customizations in ServiceNow: You can now customize how a system is identified for use in Assist for ITSM. Prior to this release, Assist for ITSM relied strictly on the Configuration Item's FQDN in the ServiceNow Incident. Now you have the option to customize several identifying attributes within an Incident. For example, if your company uses an Incident's Impacted System to identify the system (rather than using the Configuration Item), and you use Logical Name for the system name, you can set those properties in the application so that SysTrack can properly identify those systems.
- Improved performance for data collection: We consolidated many data requests to reduce the impact of data retrieval on the ServiceNow instance on which you run the application. You should see increased performance of the application and lower resource impact within ServiceNow.
In Assist for ITSM 4.1.1, bug fixes include:
- The SysTrack Diagnostics tab in Assist for ITSM sometimes displayed only an error when the data that should have been displayed included some null data. This issue is now fixed so that the tab displays data as expected in these situations.
- The SysTrack Diagnostics tab in Assist for ITSM sometimes displayed a different error when the data that should have been displayed included specific historical data. This issue is now fixed so that the tab displays data as expected in these situations.
- The SysTrack Diagnostics tab in Assist for ITSM sometimes displayed an error if one of the tabs was not in a view. This issue is now fixed so that the tab displays data as expected in these situations.
A SysTrack server, either on-premises or hosted on SysTrack Cloud Edition, is required. The SysTrack version must be 10.8 or higher. For on-prem servers, a ServiceNow MID server must be installed to facilitate communication.