How to Improve Efficiency: Eliminate Issues and Reduce MTTR with Keysight Technologies
At Keysight Technologies, engineers are the core of the business. These engineers place high demand on their technology, to support the high demands of their work. If engineers are bogged down by technical issues, that has a direct impact on product development and business outlook – creating an imperative for IT at Keysight Technologies to provide a seamless digital workplace.
Keysight's global workforce consists of approximately 15,000 employees worldwide, compromising 25,000 physical and 5,000 virtual endpoints. Not only is the workforce highly digital but also extremely diverse, ranging from engineers requiring complex setups to standard users who rely heavily on Microsoft applications.
To support business profitability and enhance employee productivity, the team at Keysight set out to build a more proactive, optimized approach to digital workplace management.
Read on to discover what problems Keysight Technologies set out to solve, which KPIs they used to measure success, and the outcomes they achieved.
The Problem
Though their digital workplace was on the whole performant, the helpdesk and digital workplace teams were bogged down by the typical issues: mysterious application performance issues, vague tickets, and persistent repeat issues that took time and manual labor to resolve.
Without visibility into end user devices and application performance, troubleshooting proved painful, and issues took a long time to solve, when they could be solved at all. As a result, the team first focused on driving a reduction in MTTR when setting their initial strategy with
Nexthink.
The Approach
To begin, the team assessed the most common issues coming into the service desk and sorted by average MTTR. Which issues took the longest to resolve, and could they use Nexthink data to make resolution faster?
Some of the most common issues had corresponding library packs, pre-configured content from Nexthink that could automate the remediation with a one-click remote action. For example, many Teams issues could be easily remediated with a one click “Clear Team’s Cache” library pack.
For the more complex issues, the team leveraged the Amplify product to create pre-built custom checklists for L1 and L2 agents, streamlining the troubleshooting process by putting Nexthink data at their fingertips. Now, instead of calling up the employee and remoting into the device, the team can see everything happening on the device at-a-glance, currently and at the time of the incident, to easily diagnose the root cause of the issue and select the appropriate fix.
The Solution
Within one year, Keysight had reduced the MTTR by 19%. Real-time alerts mean the team is now aware of issues before employees submit tickets, and Amplify checklists offers quick insights into critical device performance parameters for L1 and L2 agents, speeding issue diagnostics and remediation. The helpdesk now works in a proactive manner instead of reactively addressing issues as and when they arise. What used to involve extensive back and forth between the user and help desk is now a simple one click solution within Nexthink.
Utilizing Nexthink automations has freed up the IT team, allowing them to spend less time troubleshooting and more time focusing on high-priority tasks that require significant resources and attention. This shift not only alleviates employee frustrations from waiting on IT support but also streamlines efficiency and boosts productivity.
Hear this story and learn how the team improved their SCCM compliance from 90% to almost 99% in this recent 10-minute webinar with Brandon Woods, Nexthink Project Owner at Keysight Technologies.
Ready to learn how Nexthink could help your team find and fix issues faster, so your help desk can operate as quickly and efficiently as possible? Request a demo today.
