Akima ACE is a proven process for implementing an automated tier 0 / tier 1 enterprise service desk. Through intelligent automation and an intuitive interface, an automated service desk built with Akima ACE can self-diagnose common computer and phone issues allowing IT staff to focus on higher priority issues. Automating the enterprise service desk reduces costs on IT support, improves customer experience and streamlines routine tasks.
Following the migration of all U.S. Air Force (USAF) users into a single active directory domain, the USAF enterprise service desk was quickly overwhelmed and unable to address 50% of the help tickets. A centralized enterprise service desk of this size, scope and criticality was no longer feasible without significant automated functionality.
Leveraging the Akima ACE process, TKC Global, an Akima company, developed the Virtual Enterprise Service Desk (vESD), a self-help application providing tier 0/tier 1 enterprise service desk support capabilities.
A client-based automated tool set, vESD was designed to resolve email, network, software, hardware and phone issues without ever engaging IT staff. Implementing this intelligent expert system has made substantial, measurable improvement for the USAF saving money, man hours and improving the overall level of service.
*Annual savings as reported by the U.S. Air Force