The CoreView Zone

Picture of an IT team, a frantic and overworked squadron of firefighters at the centre of the one of the largest and, consequently, one of the most incendiary Microsoft tenants in the world. A network seemingly built of dry twigs at the height of a lightning storm. Even with seven layers of admin rights given in an attempt to delegate, putting out one fire before the next one begins seems like an insurmountable task.

A question, if you care to ponder it: how exactly does one put out 72 fires every hour?

A further question: at what point do 72 tiny fires per hour become indistinguishable from an uncontrollable, all-consuming inferno?

It’s a conundrum that’s been the bane of IT teams for as long as support tickets have been in existence. The tenant in question, belonging to a UK healthcare provider, was completely bottlenecked by escalations to their central IT team. Even trying to dilute the problem by delegating tickets to different staff, using seven layers of admin rights, left the team with a staggering 72 tickets per hour to address.

At this point in our trip into the CoreView Zone, we’re hopefully well-acquainted with what happens when a team is overwhelmed: fatigue inevitably kicks in and builds to a critical mass, the probability of human error approaches one, and eventually, even the most skilled team is going to make a mistake.

The worst part of this is that a vast majority of these tickets will be raised for routine requests that realistically do not need to be escalated, meaning that organisations are taking on increased risk for the sake of tasks that could be handled automatically.

Which brings us very neatly back to that magic word: automation. The theme of teams getting bogged down by routine tasks leading to overwhelm and – almost unavoidably – errors, has gotten to be an unsettlingly familiar one on our journey, but once again, automation is the simplest solution.

In this instance, by using CoreView to strip down access and create automated workflows for common requests, the team was able to bring the number of tickets down to less than a tenth of that initial figure – from 72 to just seven per hour. In a very short space of time, we’ve gone from an out-of-control forest fire to just a few manageable escalations – and more importantly, we’ve successfully freed up the time of a team which now has enough resources to prioritise and combat those requests.

If you or your team are currently feeling the pain of ticket overwhelm, or if you’re just curious to see how else you could benefit from partnering with CoreView, please feel free to check out the link below, where you can learn more and book a demo to see the platform in action:

CoreView – Kite Distribution

With that, our chilling voyage through the CoreView Zone draws to a close. We hope you’ve enjoyed this guided tour through some key CoreView use cases. If you’d like to know more, please don’t hesitate to book a demo above, or contact us at sales@kitedistribution.co.uk or on 01162165600.