WHAT DOES THIS LOOK LIKE? A global pharmaceutical company saw their employees were experiencing issues, but they could not resolve them quickly, resulting in a huge ticket backlog reaching critical mass. They needed more Service Desk resources but didn’t have the budget to hire more team members. As a result, the same issue kept recurring impacting thousands of employees and using hundreds of hours of L1 agents’ time. If this company had resources assigned to identify these high-impact issues, they would have seen that many of the employees’ devices were running with very low disk space, which impacted their PC performance and was one of the highest contributors of tickets. If they were able to identify and resolve the issue across all impacted employees, that would allow

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