Log Analysis Service Desk Extension

Overview

This Service Desk Extension helps customers who have a help desk solution cut down their Mean Time to Resolution (MTTR) for Incidents, improve first-time response service levels, and user satisfaction. This includes tickets managed by the following service desk solutions:

• IBM Control Desk
• BMC Remedy
• ServiceNow

It provides analytics on incidents that can help determine appropriate assignment of tickets to the appropriate subject matter experts. This helps in first-time ticket resolution, fewer issues that reopen, a better rating, and feedback from users. This also, helps improve user satisfaction while ensuring higher compliance of service levels.

The extension can drive insights by offering analytics on help desk tickets, such as understanding Incident hot spots and trending issues in an IT environment at a glance. This information can help Service Desk Managers to proactively plan for optimal assignment of help desk staff, subject matter experts, and automation to address key areas to improve user satisfaction and optimize IT service availability.

Review the following video for further information.

Additional information

The Log Analysis Service Desk Extension requires deployment of IBM Operations Analytics – Log Analysis, using the recommended hardware. This extension is deployed within the Log Analysis solution on the same hardware. Refer to the Hardware requirements and Software requirements sections for details.

Install the Service Desk Extensions Insight Pack specific to your ticketing solutions. The Service Desk Extensions Insight Pack is comprised of three independent Insight Packs as follows:

• TicketAnalyticsForControlDesk_InsightPack
• TicketAnalyticsForRemedy_InsightPack
• TicketAnalyticsForServiceNow_InsightPack

Install the Insight Pack for the Service Desk Software that is on your system. For example, if you use the IBM Control Desk solution, you must install the TicketAnalyticsForControlDesk_InsightPack.

Note: Logstash must be configured as the log file agent to ingest logs. Each Insight Pack includes the logstash based adapter. The adapter retrieves the tickets that are then ingested in to the IBM Operations Analytics – Log Analysis server where each ticket is split and annotated. During ingestion, the tickets are analyzed and assigned a classification. The classification of tickets ensures that analytical insights are enabled.

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