SysTrack Assist for ITSM
Visibility into endpoint performance and diagnostics
Install Trend
View Install Data
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| 2026-09-09 | 0 | - |
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| 2024-10-30 | 174 | +4 |
About
Integrate SysTrack with your ServiceNow environment!
With Lakeside Assist for ITSM, IT service management users can:
· View useful real-time endpoint diagnostics
· Apply automated fixes to reduce troubleshooting time
· Process incidents quickly, reliably, and consistently
· Improve customers’ digital experience
The common approach to support ticket handling is disruptive, since it involves Level 1 helpdesk technicians calling the customer and often remotely connecting to their system. With Lakeside Assist for ITSM, ticket handlers can easily access the full diagnostic information needed to identify the root cause of an issue, and resolve it quickly and efficiently without involving the customer.
Lakeside Assist for ITSM combines the rich analytics of SysTrack, Lakeside’s digital experience management platform, including real-time issue detection and automated resolution, with the familiar ServiceNow ticketing interface. The product enables users to tackle large ticket volumes, improve customer experience, and avoid inefficient back-and-forth interactions.
Assist for ITSM does not support the ServiceNow Next Experience UI, and upgrading to it results in lost functionality with no possible rollback. We recommend remaining on the classic UI to continue using Assist for ITSM without interruptions.
Key Features
Lakeside Assist for ITSM connects your ServiceNow instance with Lakeside’s Digital Experience Cloud platform to provide the following data:
- **Real-time issue detection:** See top problems currently impacting the customer with descriptive resolution steps.
- **One-click automations:** You have preset scripts for resolving the detected issues quickly.
- **Key endpoint diagnostics:** Data on trending digital experience scores and recent software changes provide visibility into system health.
- **Full historical analysis:** A snapshot of system performance at the time of the incident supports deeper investigations for resolving more complex issues.