RB Automation™ integrates Enterprise Integration’s ITIL-based Service Desk with the powerful monitoring and discovery capabilities of the SDI toolset to create an actionable knowledgebase that automatically distributes best practice methodologies, standard operating procedures and other key forms of documentation into EI’s service delivery engine.
Empowered by RBA™, EI’s Service Desk automates problem solving and incident resolution by systematically enforcing best practice. Eliminating inconsistencies ensures EI provides a predictable and unparalleled customer experience that ultimately results in your users getting back to work faster.
- Reduce escalations to higher tier and third party resolver groups that drive up support costs
- Shorten time to resolution by optimizing troubleshooting procedures
- Deliver a consistent customer service experience
- Automate key aspects of incident resolution and provide efficient, consistent and auditable service delivery
- Maintain integrated task security at the tool level and not the technician level
- Improve data classification and Problem Management with auto-populated, consistent and reliable ticket data
- Protect against social hacking by streamlining password resets and account lockout remediation with client-specific audit and user verification templates