~Support Automation Suite™
- The usual way or the Tific way
Tific Support Automation Suite is a second generation support automation solution that contributes to every link of the IT support chain — from operations to the helpdesk to the end-user. Having implemented our solution, companies with various degrees of IT complexity have taken cost out of IT support by reducing the number of support calls and the average handling time of incidents while improving end-user satisfaction and productivity rates.
Mass-healing
Advanced support organizations know that by being proactive they can avoid end-user issues before they become incidents. Mass-healing constantly explore computer environments for errors and makes proactive corrections accordingly, the effort of the tool is that the user will not experience a given problem. Since Mass-healing is stored locally, it supports the user even in offline mode. The strength of Mass-healing is that it can be targeted to a specific defect or problem situation and applied across a defined population of user computers.
All systems in an enterprise environment can benefit from the creation of one support solution, which makes Mass-healing a truly cost effective measure of IT support.
Self-healing
When users do experience issues, they want a solution that gets them back into productivity with little time and effort. Self-healing empowers users with a choice of how to proceed with the problem resolution. The click-and-fix solution could not be more straightforward since it only requires the click of a button to resolve the issue at hand. Users wanting an insight into the problem area have the option of proceeding manually with the resolution, and are presented with a comprehensible step-by-step guide for the purpose.
Self Service
Keeping end-user issues a level zero while providing for rapid and reliable problem resolution is the focal point of Tific Support Automation Suite. The unique approach to developing and delivering Self Service guides enables end-users to succeed and excel at solving problems on their own. All guides are developed according to Tific Style Guide — a set of rules and guidelines based on recent research within usability, for creating and presenting comprehensible support instructions.
The information reduction feature ensures that only relevant support information is presented to the user, which is essential to Self Service success.
Assisted Service
When end-user incidents can not be retained at level zero it is vital to provide the helpdesk with tools for fast and efficient problem resolution. Assisted Service presents helpdesk staff with a detailed support case enabling them to fast, first-contact resolution. Assisted Service includes tools that facilitate the problem solving process by automatically gathering and presenting relevant end-user computer information to helpdesk staff in real-time.
With Assisted Service, helpdesk staff is able to bypass the time-consuming information gathering phase of the problem resolution process which significantly reduces the average handling time of incidents.
SaaS Available
Tific Support Automation Suite is SaaS available (Software as a Service). Customers utilizing the SaaS model share the same benefits of licensed, internally operated software but are enabled to a more rapid ROI since payment entail a monthly fee for using the software as opposed to an initial cost for owning it.
Header
Ingress
~Support Automation Suite™
- The usual way or the Tific way
Tific Support Automation Suite is a second generation support automation solution that contributes to every link of the IT support chain — from operations to the helpdesk to the end-user. Having implemented our solution, companies with various degrees of IT complexity have taken cost out of IT support by reducing the number of support calls and the average handling time of incidents while improving end-user satisfaction and productivity rates.
Mass-healing
Advanced support organizations know that by being proactive they can avoid end-user issues before they become incidents. Mass-healing constantly explore computer environments for errors and makes proactive corrections accordingly, the effort of the tool is that the user will not experience a given problem. Since Mass-healing is stored locally, it supports the user even in offline mode. The strength of Mass-healing is that it can be targeted to a specific defect or problem situation and applied across a defined population of user computers.
All systems in an enterprise environment can benefit from the creation of one support solution, which makes Mass-healing a truly cost effective measure of IT support.
Self-healing
When users do experience issues, they want a solution that gets them back into productivity with little time and effort. Self-healing empowers users with a choice of how to proceed with the problem resolution. The click-and-fix solution could not be more straightforward since it only requires the click of a button to resolve the issue at hand. Users wanting an insight into the problem area have the option of proceeding manually with the resolution, and are presented with a comprehensible step-by-step guide for the purpose.
Self Service
Keeping end-user issues a level zero while providing for rapid and reliable problem resolution is the focal point of Tific Support Automation Suite. The unique approach to developing and delivering Self Service guides enables end-users to succeed and excel at solving problems on their own. All guides are developed according to Tific Style Guide — a set of rules and guidelines based on recent research within usability, for creating and presenting comprehensible support instructions.
The information reduction feature ensures that only relevant support information is presented to the user, which is essential to Self Service success.
Assisted Service
When end-user incidents can not be retained at level zero it is vital to provide the helpdesk with tools for fast and efficient problem resolution. Assisted Service presents helpdesk staff with a detailed support case enabling them to fast, first-contact resolution. Assisted Service includes tools that facilitate the problem solving process by automatically gathering and presenting relevant end-user computer information to helpdesk staff in real-time.
With Assisted Service, helpdesk staff is able to bypass the time-consuming information gathering phase of the problem resolution process which significantly reduces the average handling time of incidents.
SaaS Available
Tific Support Automation Suite is SaaS available (Software as a Service). Customers utilizing the SaaS model share the same benefits of licensed, internally operated software but are enabled to a more rapid ROI since payment entail a monthly fee for using the software as opposed to an initial cost for owning it.