Deflecting calls from the service desk provides the largest payback for support automation technology. Second-generation self-healing technologies that require little-to-no end user adoption can deflect calls for common, reoccurring problems that result in substantial business benefits.

The Tific Support Automation suite provides a proactive approach to identifying and remediating a problem for the end-user through self-healing, or what sometimes if referred to as automated remediation.

The Tific Client actively monitors the end users configuration (hardware & software) to discover, diagnose and remediate common, reoccurring problems (i.e. network connectivity, printer access, etc.). Additionally, Tific can monitor the Windows device to ensure system settings are consistent with IT policy (i.e. firewall enabled, virus protection up-to-date, etc.). If remediation is necessary, Tific can automatically take the necessary corrective actions to remediate the problem with or without the end-users involvement.

Tific provides an easy-to-use graphical development tool (Tific Creator) that enables the IT operations community of subject matter experts (SME) to rapidly develop and deploy self-healing automation – eliminating the need for professional programmers. Tific delivers a suite of out-of-the-box automations and a toolbox of over 10,000 re-usable objects to quickly construct and rapidly deploy self-healing automation.

Unlike first generation tools that required expensive programmers with deep system-level subject matter expertise and offered no re-use, Tific empowers subject matter experts with an agile development tool that encourages re-use and supports the rapid deployment of automation.

Self-healing is best used to resolve common, reoccurring problems before the affect the end-user and result in call to the service desk. Call deflection rates depend on the environment and service desk analytics. It is not uncommon to see 15% and as high as 30% of calls deflected as a result automated self-healing.

It is important to note that Tific records all self-healing incidents (as closed tickets) to the Remedy service desk to ensure service desk analytics accurately reflect the value of support automation to the MSP and customer.