To achieve even greater optimization, the developers at Consulting4IT have now focused on the time factor. This was prompted by the fact that, until now, F4SD had experienced a slight delay in displaying relevant client information such as patch status, hard drive space, or other parameters. Furthermore, the execution of so-called Quick Actions—solution scripts for resolving standard issues such as a full hard drive—had not yet been fully possible in real time. Even though this only amounted to a few seconds for support staff in their daily work with F4SD, it nevertheless led to what could sometimes be an unpleasant delay, particularly during calls to the service hotline.

Compared to other solutions, some of which rely on outdated or incomplete data, F4SD already represented an improvement thanks to its fast and comprehensive data consolidation. With this latest update, however, Consulting4IT has further expanded the tool’s lead in terms of speed, enabling first-level support to respond and act competently without delay.

Time is money – Further streamlining of first-level support

With the latest "Direct Connection" update, which establishes a direct connection between the F4SD Agent and the F4SD interface, it is now possible to display relevant data in the F4SD Cockpit without any delay. Quick Actions are now also executed immediately, rather than with a slight delay as before. This enables employees to retrieve all necessary information in a matter of seconds, initiate a solution right away, and provide the appropriate feedback immediately—live and, if necessary, directly over the phone.

No more waiting on hold – real-time data at the touch of a button

For example, if a user calls because their computer has been running much too slowly for days, the service desk agent can immediately see in the F4SD Cockpit what might be causing the problem. They don’t have to keep the caller waiting or put them on hold to wait for the F4SD Agent to send the information. Instead, the clearly laid-out Cockpit with its traffic-light-colored icons now allows the latest values from the client to be queried in real time at any moment, including hard drive space, update status, last reboot, and other relevant parameters. Within seconds, the agent can explain to the caller what the likely cause is: in this case, for example, full RAM and a hard drive operating at maximum capacity.

Quick Actions = Instant Actions

The “Direct Connection” also ensures that Quick Actions aren’t just fast in name only. Instead, they are now executed immediately when you click the corresponding icon—a blue lightning bolt next to the respective value. Strictly speaking, this actually turns them into “Instant Actions,” since the stored script is executed without any delay. To stick with the example: After completing their analysis over the phone, the first-level support agent clicks “Clean up hard drive,” which is then immediately cleared of junk files. The overdue reboot to clear the RAM can also be performed directly from the F4SD Cockpit immediately after the caller gives their approval. No time wasted, no unnecessary delays—and the issue is resolved while the call is still in progress.

Conclusion – Improving Overall F4SD Performance

Along with the integration of the Matrix42 ticketing system included in the last update, the “Direct Connection” update improves the speed, performance, and accuracy of the tool for first-level support. It thus paves the way toward the goal of “New Work” in IT support, which Consulting4IT is striving to achieve with F4SD. Further

Outlook:

Consulting4IT is already working on the next optimization, which involves a telephone connection via TAPI and is scheduled to be implemented in the coming months. This update will enable F4SD to identify the specific client directly based on the caller’s phone number and make all live data immediately available—another step toward even greater efficiency in first-level support.