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iSolve by Softlib - Accelerate Solution Identification
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SoftLib’ iSolve assists IT, Development, Technical Support and Helpdesk experts resolve technical support problems faster. In addition, iSolve provides self-help for end users – reducing the amount of problems escalated and improving service. iSolve is complimentary to current tools and processes and integrates seamlessly with Service Desk systems, Technical Support software, Bug Tracking systems, CRM and Knowledge bases.
A typical Problem Resolution cycle is split into Problem Detection, Solution Identification and Solution Implementation phases. While in some cases there are automated technologies that help automate some of the Problem Resolution actions, the majority of the time spent on problems is spent on non-automated activities where the personnel is fire fighting the more complex issues.
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According to Forrester Research the Solution Identification phase takes as much as 50% of the overall Problem Resolution cycle. This is due in large part to the vast amount of information experts need to go through for each problem detected in order to determine a potential solution.
iSolve by Softlib helps technology experts identify technical solutions phase as much as 10x faster, thus minimizing down time, improving service levels and reducing costs.
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- iSolve is an innovative technology based on analytical algorithms that index and rate potential solutions to technical problems so the technical support staff can focus on the most likely solutions
- iSolve tailors its search capabilities to the end user, considering their search preferences, taking into account their favorite resources, etc
- iSolve integrates multiple sources of information to provide a holistic view to potential solutions. Information sources include public Web resources, vendor technical information and internal knowledge bases, file servers, emails, portals, service desk and technical support “tickets”, CRM systems etc.
- iSolve extends existing knowledge bases/repositories by linking into the information in them in its solution search – no data loading or duplication needed
- Vendor documentation is automatically updated to reflect the most current documentation
- iSolve enables both Web based browsing OR free format text search – simple and easy to use
- iSolve Self Help module allows technology end users to find solutions without the need to speak to a live expert
- Seamless integration into Service Desk and Business Service Management environment further streamlines operations – from Detection to Resolution
- An integral part of the ITIL Service Support and Service Assurance environments
iSolve is typically up and running in days. A typical process would be to map the information sources that are important to the organization. Install iSolve. Connect it to the information sources. Index them offline. Start finding information...
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Visit us at
Technology Services World 2010
The Mirage, Las Vegas, NV
October 18-20
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