We have a magic button in servicenow that lets the L1 agent kick off a job that pulls telemetry from a user device and do an overall health check of the device. That input identifies the issue like 80% of the time if it’s a device issue.
It either gets resolved quicker by the L2 guy or dispatched to the third party hardware fix it guy or sent to some speciality L3 team. Resolution time is down like 60%.
My next goal is to assess disk and battery health in laptops and proactively replace if they hit whatever threshold we can push the vendors to accept. That could eliminate something like 30% of device related issues, which has a super high value.
It either gets resolved quicker by the L2 guy or dispatched to the third party hardware fix it guy or sent to some speciality L3 team. Resolution time is down like 60%.
My next goal is to assess disk and battery health in laptops and proactively replace if they hit whatever threshold we can push the vendors to accept. That could eliminate something like 30% of device related issues, which has a super high value.