Real-time Remediation & ServiceNow Endpoint Automation

A hybrid workforce places new and unprecedented demand on service desks and legacy solutions are no longer sufficient for this new world of work. To increase service desk efficiency, reduce tasks and deliver the digital experience employees want, it’s time for service desks to embrace real-time automation.

How we help you

How we help you

Fix issues with automation, not legacy screen share tech

70% of IT departments today routinely use screen share technology to remediate issues. However, this is invasive, irritating to schedule, and disruptive for your employees. Critically, it’s also a completely manual approach and leads to three-quarters of employees experiencing repeat issues. Tachyon’s unique automation technologies ensure that IT issues are fixed once on one device and fixed forever across all devices. Consolidate your approach to incident management, deliver a better digital employee experience, and reduce Mean Time to Remediation.

Delight your users with a modern service desk experience

For every ticket raised, three quarters of employees wait hours, days or weeks for a resolution. In the hybrid working world, your users need their IT issues fixed in real-time. Tachyon provides fully automated resolutions that are immediately available to you via the ServiceNow Virtual Agent, Microsoft Teams or your L1 service desk team, allowing you to surpass users’ expectations and drastically reduce incident costs and Mean Time to Remediation.

Achieve substantial reductions in operational costs

Without real-time troubleshooting and automated remediation, it takes service desks several hours or days to close incident tickets. With Tachyon’s root-cause analysis capability and automation library, 1E customers have reduced incident volume by 28% and the average talk time per incident by 53%. Save your employees and service desk agents valuable time, reduce the cost per ticket, and achieve a higher ticket deflection rate with Tachyon.

Extend the power of your ServiceNow workflows

With access to Tachyon’s real-time experience analytics and automation library directly in the ServiceNow ITSM portal, your service desk can now resolve issues faster than ever and with minimum disruption to employees. You can also augment ServiceNow’s Virtual Agent with incident automation so employees can self-serve IT issues from anywhere without the need to contact the service desk, leading to a better digital experience, faster incident resolution and a higher ticket defection rate.

How we help you

How we help you

Fix issues with automation, not legacy screen share tech

70% of IT departments today routinely use screen share technology to remediate issues. However, this is invasive, irritating to schedule, and disruptive for your employees. Critically, it’s also a completely manual approach and leads to three-quarters of employees experiencing repeat issues. Tachyon’s unique automation technologies ensure that IT issues are fixed once on one device and fixed forever across all devices. Consolidate your approach to incident management, deliver a better digital employee experience, and reduce Mean Time to Remediation.

Delight your users with a modern service desk experience

For every ticket raised, three quarters of employees wait hours, days or weeks for a resolution. In the hybrid working world, your users need their IT issues fixed in real-time. Tachyon provides fully automated resolutions that are immediately available to you via the ServiceNow Virtual Agent, Microsoft Teams or your L1 service desk team, allowing you to surpass users’ expectations and drastically reduce incident costs and Mean Time to Remediation.

Achieve substantial reductions in operational costs

Without real-time troubleshooting and automated remediation, it takes service desks several hours or days to close incident tickets. With Tachyon’s root-cause analysis capability and automation library, 1E customers have reduced incident volume by 28% and the average talk time per incident by 53%. Save your employees and service desk agents valuable time, reduce the cost per ticket, and achieve a higher ticket deflection rate with Tachyon.

Extend the power of your ServiceNow workflows

With access to Tachyon’s real-time experience analytics and automation library directly in the ServiceNow ITSM portal, your service desk can now resolve issues faster than ever and with minimum disruption to employees. You can also augment ServiceNow’s Virtual Agent with incident automation so employees can self-serve IT issues from anywhere without the need to contact the service desk, leading to a better digital experience, faster incident resolution and a higher ticket defection rate.

The 1E Solution

Real-time Troubleshooting and Remediation

  • Remotely query and remediate IT issues across all endpoints, without the need for disruptive screen share sessions, using Tachyon Explorer.
  • Ensure that fixes are applied for all endpoints as soon as configuration drift occurs via Tachyon’s policy engine, Guaranteed State.

Real-time Troubleshooting and Remediation
ServiceNow Endpoint Automation

  • Get access to real-time digital experience analytics directly in the ServiceNow ITSM portal to quickly detect and fix experience issues.
  • Leverage Tachyon’s 900+ prebuilt instructions to immediately enable L1 service desk agents to resolve more incidents on their first call.
  • Empower third-line support to automate further fixes and make them safely available to L1 service desk agents for faster time to remediation and fewer escalations.

ServiceNow Endpoint Automation
Self-Service Incident Management

  • Deflect tickets and empower users to resolve IT issues in real-time by extending the ServiceNow Virtual Agent with real-time automation.
  • Enable your employees to use the collaboration tools they know best to get IT issues resolved through real-time incident resolution within Microsoft Teams.

Self-Service Incident Management

Highlights from 1E's

Work From Anywhere Enterprise Conferences

The ServiceNow and 1E partnership ensures IT are able to provide the best possible experience to employees. Hear Chris Pope, VP Innovation, share how service desks can become proactive and predictive in delivering IT support. Or watch Jamie Mackenzie, Director of End-User Computing at WBM, share real results from a large service desk that implemented 1E's solutions.

Jamie MacKenzie
The evolution of service experience management
How to implement an automation-first ITSM strategy with Chris Pope – VP, Innovation – ServiceNow
How to implement an automation-first ITSM strategy with Chris Pope – VP, Innovation – ServiceNow

An award-winning ServiceNow partner

Servicenow Elite Partner

1E is a ServiceNow Elite Partner

Reflecting our joint aim to ensure service desks deliver the best possible digital experience to employees, we’re pleased to have transitioned to Elite Partner Status with ServiceNow. This elite status recognizes our commitment to accelerate organizations’ digital transformation initiatives.

1E awarded ServiceNow’s 2020 EMEA App Development Partner Platform of the Year Award

We’re delighted to have been awarded the 2020 EMEA App Development Platform Partner of the Year Award from ServiceNow for achieving the top Annual Contract Value in 2019 among ServiceNow EMEA partners.

ServiceNow

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