The document discusses how organizations can improve their digital workspace experience. It outlines three main topics: 1) How to greatly improve the virtual workspace experience through fast logins, proactive problem identification and quick issue resolution. 2) How to reduce service desk tickets by up to 50% through visibility insights that identify the root causes of issues. 3) How to prevent ticket escalation delays ("hot potato") and reduce troubleshooting times through a holistic monitoring solution that provides expertise to optimize systems and processes. The presentation promotes the Deptive Visibility Insights product to help organizations achieve these goals.

1. How you can create a
great digital workspace
experience
Jason Poyner
Founder & CEO, Deptive
jason.poyner@deptive.co.nz | +64 21 931 334
Sean Martin
Senior Technical Consultant
sean@eginnovations.com | +64 21 052 0058

2. What you will learn today
#1 HOW TO GREATLY IMPROVE
YOUR VIRTUAL DIGITAL
WORKSPACE EXPERIENCE
#2 HOW TO REDUCE SERVICE
DESK TICKETS BY UP TO 50%
#3 HOW TO PREVENT TICKET
HOT-POTATO AND REDUCE
MTTR

3. #1 How to greatly improve your
virtual digital workspace
experience

4. First impressions
matter: Logon speed

5. Mind reader: Find
problems before
the user

6. Just fix it: Quickly
restore service and
find root cause

7. Make it
snappy: No lag,
no delays, no
waiting

8. Helpful help: The
service desk can
actually help

9. #1 How to
greatly
improve your
virtual digital
workspace
experience
• First impressions matter: Logon speed
• Mind reader: Find problems before the user
• Just fix it: Quickly restore service and find
root cause
• Make it snappy: No lag, no delays, no
waiting
• Helpful help: The service desk can actually
help

10. #2 How to reduce service
desk tickets by up to 50%

11. 0
200
400
600
800
1000
1200
1400
Pre Visibility Insights Post Visibility Insights
Monthly Citrix Incidents

12. People
Process
Technology

13. Technology

14. Technology

15. Technology

16. Technology

17. Technology

18. Technology

19. Technology

20. Technology

21. Technology

22. Technology

23. Technology

24. People
Capacity
Capability
Culture

25. Process

26. Key processes
Alert handling & escaltion
Alert analysis & trending
Capacity trending
Continuous improvement

27. #3 How to prevent ticket
hot-potato and reduce MTTR

29. Reduce the sprawl

30. Holistic view

32. Expertise

33. Deptive Visibility Insights

35. • Never fully implemented – long ROI
• Too many alerts
• No time/desire to become an expert

36. • We implement
• We tune
• We pinpoint
Deptive
Visibility Insights

37. What you learnt today
#1 HOW TO GREATLY IMPROVE
YOUR VIRTUAL DIGITAL
WORKSPACE EXPERIENCE
#2 HOW TO REDUCE SERVICE
DESK TICKETS BY UP TO 50%
#3 HOW TO PREVENT TICKET
HOT-POTATO AND REDUCE
MTTR

38. Jason Poyner
Founder & CEO, Deptive
jason.poyner@deptive.co.nz | +64 21 931 334
Sean Martin
Senior Technical Consultant
sean@eginnovations.com | +64 21 052 0058