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  • Service Desk

    GAVel’s Service Desk component enables enterprises to view day-to-day functioning of IT operations, leading to improved transparency and user experience. Predictive algorithms enable technicians to pre-empt and resolve incidents. It provides the status of tickets through dynamic visualization and uses statistical models on past incidents to help assign accurate estimated time to resolve issues thereby improving customer satisfaction.

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    The underlying big data platform along with algorithms enables correlation of tickets with common root cause, future spike in ticket volume and removal of false positives resulting in reduced inflow of tickets and hence, efforts. GAVel offers a customized self-help engine that is an intelligent end user assistant. This self-learning ability of the platform helps provide self-help to the users for them to resolve the issues themselves before raising a ticket to the service. The virtual assistant also identifies the right agent to fix the incident. Through the web-based personalized dashboard, the end user is updated on selected and completed tickets as well as the likely time to resolve the issues. The feature identifies and notifies end users of system wide incidents and open tickets for the issue, leading to quicker resolution of tickets and reduced number of overall tickets.

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    Plugged into any ticketing tool

    GAVel offers extensive flexibility as it can be plugged into any ticketing tool such as OTRS, SysAid, Remedy, Service Now, Cherwell, and Altris and helps bridge the gap between these tools

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    Provides unique Mobility user experience

    GAVel’s superior blend of next-generation technologies provide a unique user experience in terms of mobility

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    Easy to use Application

    GAVel can be accessed anytime and anywhere – from a variety of devices. Choice is with you

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    Accessed via Hyperlink

    GAVel does not require the installation of a native application on any of these devices and is available via a common hyperlink

    What does GAVel provide?

    360° View

    Integrates multiple streams of information to provide 360° view of the enterprise. Correlates multiple streams to provide better root cause analysis

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    Faster & Streamlined Operations

    GAVel provides quicker information to the user, thereby reduces the MTTR. Virtual supervisor identifies the best technician to work on a given incident

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    User Satisfaction

    GAVel Social Analytics accurately measure user satisfaction. GAVel’s lucid UI interface helps in setting expectations with users, to reduce negative CST

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    Reduce System unplanned Outages

    GAVel predicts future performance issues/outages based on current events. It reduces the unplanned downtime of the infrastructure

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    Removes false Positives

    With GAVel’s event identification algorithm, the system has the capability to see which events are potential issues and which are not. Reduces the manual effort that are required to check these alerts and improves efficiency