Skill Automation Software: Cognitive Troubleshooting Tool for IT Help Desk

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ITTM’s new Skill Automation Tool enables IT Help Desks to automate their Troubleshooting Tasks for Faster and more Reliable service

we believe troubleshooting is a mental task that can be developed and a scripted task that can be automated

Today, ITTM introduces their Service Automation Tool that vastly improved productivity for IT help desks. The software lets IT help desk personnel perform troubleshooting tasks faster, more reliably, and with less dependence on the real-time availability of the most highly skilled IT analysts.

“One of the biggest challenges faced by IT help desks is the scarcity of the most experienced and highly skilled IT analysts,” said Noel Temena, ITTM’s founder. “By using our Skill Automation Tool, they can capture the troubleshooting expertise of their most expert analysts, and provide that same expertise to the entire team through automated troubleshooting scripts. This drives increased problem resolution rates, more reliable and consistent service, and at the end of the day happier IT customers.”

The Skill-to-Script Automation software is founded on the fact that skilled IT troubleshooters use technical approaches based on logical patterns to identify faults before resolving problems. The tool organizes their approaches into short, repeatable tasks, so that these logical patterns can be easily programmed as an automated application. The resulting scripts can then be effortlessly and quickly used by any other analyst on the team, regardless of skill level or experience.

“At ITTM, we believe that troubleshooting is not an innate skill,” concluded Temena. “Instead, we believe troubleshooting is a mental task that can be developed and a scripted task that can be automated. That is the philosophy which drives us to improve productivity for IT help desks around the world.”

The service automation software brings many benefits to IT help desks, including:

Faster and more accurate assessment of their most common IT problems, regardless of the skillset of the individual IT analyst on hand,
Reduction of misdiagnosed issues,
Increased problem resolution rate per analyst,
More predictable timing of problem cause analysis, making it easier to plan troubleshooting support needs and give appropriate expectations to impacted users,
Reduced dependency on the availability of the most highly skilled IT analysts,
Improved productivity for all help desk analysts, from the most junior to the most experienced.
Development of a more proactive IT support culture, with reliability and consistency built into the IT troubleshooting approach, and reduced firefighting.
Decreased training costs and faster ramp-up time for new analysts

To experience the benefits of the ITTM Skill Automation software for your IT help desk, sign up for the 30-day trial at

About ITTM
ITTM was established in 2008 by Noel Temena, an Enterprise IT Analyst with over 20 years of experience. During his research in technical support operations, he discovered common troubleshooting patterns. Based on these patterns, he developed a methodology that can be applied to all types of technical components. This methodology was then converted into a skill and process model, which became the foundation of ITTM.

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Noel Temena

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Noel Temena
since: 11/2010
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