![\"Self-help](\"https:\/\/anakage.com\/blog\/wp-content\/uploads\/2020\/06\/Inkedpasted-image-0-21_LI.jpg\")
<\/figure>\r\n<\/div>\r\n\r\n\r\n\r\nIn context of IT Help desk, let\u2019s look at an example where we can either implement a fully automated self-healing approach or give users the ability to self-resolve based on the probability of occurrence of the issue.<\/p>\r\n\r\n\r\n\r\n
An use case for IT Help Desk Automation- Unable to schedule Skype meeting from Outlook\u00a0\u00a0<\/h2>\r\n\r\n\r\n\r\n
Most of the people in IT work culture, would have faced this issue of unable to schedule Skype meeting from Outlook, there could be various reasons for this issue including below:<\/p>\r\n\r\n\r\n\r\n
\u00b7 Skype add-ins not enabled in Outlook<\/p>\r\n\r\n\r\n\r\n
\u00b7 Correct version of outlook not installed<\/p>\r\n\r\n\r\n\r\n
\u00b7 Corrupt registry items<\/p>\r\n\r\n\r\n\r\n
An experienced & skilled IT Help Desk engineer:<\/p>\r\n\r\n\r\n\r\n
\u00b7 Must first find the Skype version<\/p>\r\n\r\n\r\n\r\n
\u00b7 Must check if the right version of Outlook is installed<\/p>\r\n\r\n\r\n\r\n
\u00b7 Figure out which registry items are corrupt and how to fix it probably taking some expert help, read more\u00a0here.<\/a><\/p>\r\n\r\n\r\n\r\n The root cause here is known, ideally we would want to put this in a self-heal i.e detect and fix category of solution.<\/p>\r\n\r\n\r\n\r\n However, ticket analysis indicates that the occurrence of this is less than 0.5% per month.<\/p>\r\n\r\n\r\n\r\n In which case a feasible option will be to make such solutions available to users before they log an incident or even if they log an incident, enable engineer to remotely fire the solution on the impacted systems immediately. This will be much more efficient than the Self-heal agent constantly checking say the registry items or required Add ins.<\/p>\r\n\r\n\r\n\r\n If the call volumes are not huge, selecting a self-help solution, would give a better ROI and a positive business case, rather than spending a huge amount on automation, which seem to be relatively costlier.<\/p>\r\n\r\n\r\n\r\n You can decide based on the frequency and the impact on occurrence of the issues.<\/p>\r\n\r\n\r\n\r\n If the workflow of your solution, involves a user-centric resolution, it is better to go for self-help.<\/p>\r\n\r\n\r\n\r\n Some examples are-<\/em><\/strong><\/p>\r\n\r\n\r\n\r\n Mail archival<\/em><\/strong>\u2013 (Here users need to enter outlook profile credentials and manually select mails, select the folder, where the archival is required and name the outlook data file. So the solution cannot be fully automated)<\/em><\/p>\r\n\r\n\r\n\r\n Unable to read digitally signed emails<\/em><\/strong>\u2013 (As to read IRM (Information Rights Management) protected mails users need to install\u00a0<\/em>AD RMS<\/em><\/a> policy templates separately, so the solution cannot be automated)<\/em><\/p>\r\n\r\n\r\n\r\n Anakage self service<\/a> is made for Enterprise users to self-resolve issues reducing up to 40% of the tickets on the help desk support. It is an offline application, which can be installed in Mac and Windows machines. We call it offline, because it does not need the internet to run solutions.<\/p>\r\n\r\n\r\n\r\n For issues which are repetitive, like temp folder clean-up or compliance check, we have an automated platform, called\u00a0Proactive CoBot<\/a>, which can detect issues and fix it, by itself, before the user even knows about it.\u00a0<\/p>\r\n\r\n\r\n\r\nDeciding the type of solution for IT Help Desk Automation\u00a0\u00a0<\/h3>\r\n\r\n\r\n\r\n
Points to ponder while deciding Self-Help vs Self-Heal Solutions in IT Help Desk<\/h2>\r\n\r\n\r\n\r\n
1) The call volumes of the issues(incidents\/service requests)-<\/h3>\r\n\r\n\r\n\r\n
2) Workflows-<\/h3>\r\n\r\n\r\n\r\n