Description

Problem

You are facing an increasing amount of common issues that rapidly transform into tickets and overload your L1 service desk. Even worse, some of these simple issues tend to escalate, turning an L1-level problem into a costly L3 escalation. Because you are unable to see these problems coming in advance, you are, therefore, constantly at risk of costly escalation.

Solution

Install a set of pre-built monitors that will keep you proactively alerted of any increase in common L1 issues, enabling you to quickly fix and prevent potential escalations.You will be alerted if a certain number of devices cross the monitor's 'poor' threshold, as defined in its dependent rating. The ratings in this pack are the same as those found in the L1 checklist library pack, allowing you to stay aligned across your platform as to what you personally consider good, average, and poor.

Expected value

• Reduction in tickets related to common L1 issues.
• Risk-reduction of undetected escalation.
• Time saved for your L1 service desk

Monitor detailsThis pack offers a set of monitors that are dependent on ratings and custom fields, allowing you to define your preferred thresholds of what you consider good, average, or poor. If the underlying custom field and/or rating is removed, the monitor will also stop working. Note that the custom fields and ratings in this pack are the same as the ones used for the L1 checklist.The following 9 monitors make use of dependent ratings and custom fields:

• Devices with poor boots
• Devices with poor CPU
• Devices with poor free disk space
• Devices with poor free memory
• Devices with poor hard resets
• Devices with poor login - Long time until desktop ready
• Devices with poor login - Long time until desktop visible
• Devices with poor system crashes
• Devices with poor WiFi

The following 2 monitors do not have any dependencies:

• Devices without antivirus
• Devices without firewall