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The SdO Difference
ServiceDesk Optimiser (SdOTM) is a Patent Pending solution that does not use JavaScript inserts or browser plugins for Real User Monitoring (RUM). This means that SdO can monitor Windows native desktop apps as well as browser based apps, in real-time.
Servicedesk Optimiser - Home
Mission
SdO's mission is to save employees time, and make your service desk more effective, by deploying SdO on your Windows desktops both real or virtual.
SdO Demo Video
The following short SDO Demo video below lasts less then 5 minutes or scroll down for a link to a Live Web Demo and an Introduction to SdO. By the way, there is no soundtrack to disturb your neighbours, please just follow the captions:
SdO Introduction
As a backgrounder for SdO please see the section below labelled: "Digital Experience Monitoring (DEM) According to Gartner"
As the name suggests, Service Desk Optimiser, or SdO, takes the effectiveness and efficiency of Service Desks, and Helpdesks, to another level. It does this by measuring the Digital Employee Experience, or DEX, of Windows® users so that support staff have the insights they need to proactively detect and resolve the DEX issues, that users are facing, quickly and effectively.
SdO does this with a minimum of intrusion into the user’s privacy while minimising the interruptions to a user’s work flow as deploying SdO minimises, or eliminates, the need for users to spend time on calls with support staff.
Note: The diagram below shows the SdO Architecture and Sevice Desk integration points
SdO can transform Servicedesks for Windows Desktops from a reactive to a proactive force within an organization by:
- Improving the Servicedesk’s existing capabilities by:
- Reducing ticket volumes and closure times
- Automatic DEX Performance issues detection and ticket submission for
Windows Desktops such as:
- Remote Desktops
- Virtual Desktop Servers
- Physical Workstation Desktops, etc
- Remote Desktops
- Live reporting and alerting of DEX performance issues
- Deep dive DEX performance diagnostics with instrumented User Session Replay
- Computer hardware and software configuration change
history vs changes in DXR values thus forming Computer DXR
Histories which are like Medical Records for Computers
- Management Reports that demonstrate the value and efficiency of
the Servicedesk to the organization (e.g. improved productivity
through reduced user wait times)
- Reducing ticket volumes and closure times
- Extending the range of services offered by the Servicedesk beyond problem resolution:
- Provide DEX measurement services as part of hardware/software product
selection and onboarding capabilities
- Determine the effect of Digital Transitions on DEX performance e.g.
transitioning from physical to virtual Windows platforms
- Management Reports
- ROI for the most actively used desktop apps and web apps
- Best performing platforms using automated DXR histories
- Consequential Cost Estimates
- ROI for the most actively used desktop apps and web apps
- Provide DEX measurement services as part of hardware/software product
selection and onboarding capabilities
Digital Experience Monitoring (DEM) According to Gartner
“Digital Experience Monitoring (DEM) should include these core capabilities:
• Real user monitoring (RUM), which measures user experience from the perspective of the application (e.g., at a web application level)
• Endpoint monitoring (EP) technologies that provide visibility into end-user devices
• Synthetic transaction monitoring (STM) technologies that have been around for decades and help organizations proactively test services, such as SaaS”
Extract from “Gartner DEM Report 2020 Reprint”.
At its heart, Service Desk Optimiser, or SdO, is a Digital Experience Monitoring (DEM) application which provides Real User Monitoring (RUM) and End Point (EP) monitoring capabilities which complement Synthetic Transaction Monitoring (STM) capabilities.