This video provides an overview of Assist, Resolve, and Prevent, explaining how they help IT teams reduce resolution times, investigate issues using historical device data, and proactively identify and remediate problems across the environment.
Video Transcript
Obviously, not everyone has ServiceNow, so we also have a standalone version of Assist that you see here. It's broadly the same. We see the detected issues, we see the tools, and we see the performance screens similar to the diagnostics screen and so on. This is aimed at anyone who needs to provide guidance to Level 1 support teams and doesn't use ServiceNow. The goal here is really about reducing mean time to resolution, improving first-time fix rates, and so on.
We also have Resolve. You can launch this from a ticket or incident in ServiceNow. Resolve is very powerful. This tool typically would be used by a Level 2 technician or above to connect directly to a device and get very detailed information about it. They can see tickets, run automations, and perform many of the same activities that we saw in Assist. They can also start drilling into historical data using what we call Black Box, which is more or less like a time machine that allows you to go back to the point in time when an issue occurred. Most people who experience a problem are not talking to support at the exact moment it happens. It may take some time to reach someone, or the issue may have happened half an hour ago or more. Traditionally, you have to ask users to reproduce the issue in real time so they can show you what happened. Resolve Black Box allows you to go back to that point in time, see exactly what was happening when the issue occurred, and get to the root cause of the problem.
Then we have Prevent, which is really aimed at the proactive side of IT operations. We'll look at all of these in the demo shortly, but Prevent allows you to get a broader picture of what's happening across all your devices and understand where you should focus your efforts first. When you come in for the day and want a quick look at what's happening, you would start on the Daily Issues screen. Much like a Gartner Magic Quadrant or a Forrester Wave, the upper-right area contains the items that matter most. The upper-left and lower-right areas are still important, but not quite as critical. The lower-left area contains issues that are occurring but may not require immediate attention. Prevent also allows us, from ServiceNow, to follow the breadcrumb trail from a device that has an issue and determine how many other devices are experiencing the same problem. This helps answer questions such as: How many devices are affected? Can I remediate those devices in bulk? Can I resolve issues across many systems at the same time?