Use data for continuous improvement

Use data for continuous improvement

Overview

Continuous improvement is vital for enhancing the digital workplace experience. By utilizing telemetry data from user devices, self-help solutions, and self-heal mechanisms, actionable insights can be derived to optimize services and ensure relevance. This document outlines how data is leveraged to create and refine solutions for improving user experience.

Solution Analytics:

· Run and Failure Metrics:

o Analytics track total runs and total failures of self-help solutions to identify areas for improvement.

Additional Actions:

· Top Search Keywords:

o Summary data in analytics reveals the most searched terms by users, enabling the creation of new solutions where gaps are identified.

· User Feedback:

o Feedback from end-users about the helpfulness of solutions is collected, providing actionable data to refine existing solutions.

· Step Tracking:

o The number of steps taken by users in a self-help solution is monitored to ensure usability and effectiveness.

Examples:

1. PST Cleanup for Outlook:

o Created a solution to assist users in cleaning up PST files, improving mailbox performance.

2. Hard Disk Cleanup Campaign:

o Automatically triggered campaigns with attached disk cleanup solutions for devices exceeding 80% disk utilization.

Solution Framework:

· Threshold-Based Solutions:

o A list of self-heal solutions is available, each set with specific threshold values to trigger automated actions.

Additional Actions:

· Campaigns and Triggers:

o Users logging tickets for specific issues, such as printer-related problems, trigger automated resolutions to reduce ticket volumes and enhance user satisfaction.

Examples:

1. Print Spooler Service:

o Automated self-heal solution deployed to resolve printer-related issues by checking and updating the print spooler service.

Data Collection Areas:

· Continuous Monitoring:

o Device analytics track various metrics such as hard disk usage, patch compliance, battery health, antivirus status, and overall performance.

Additional Actions:

· Solution Usage Analytics:

o Usage runtime statistics for self-help solutions identify the most and least used solutions to retain only relevant content for the environment.

Examples:

· Disk Utilization:

o Monitored analytics to proactively address overutilization issues with targeted campaigns.

Summary

By harnessing telemetry data, solution analytics, and user feedback, organizations can:

· Proactively address device and application issues.

· Continuously refine self-help and self-heal solutions based on user behavior and system thresholds.

· Optimize the digital workplace experience by focusing on relevant and impactful solutions.

These data-driven strategies ensure a seamless and efficient working environment, promoting user satisfaction and productivity.