Solution
Know which devices need attention before employees ask
A slow device can interrupt work long before anyone raises a ticket. Devicie helps your team find Windows performance outliers and review device details, giving support staff a starting point for investigating problems and contacting affected employees.
Before the ticket
A quiet service desk doesn't mean every device is healthy
Employees work around slow logons, postpone restarts and tolerate problems until they become difficult to ignore.
When a ticket eventually arrives, support staff first need context: which device, what software is installed, when it last communicated and how its performance compares with other devices.
Giving the team that information earlier creates an opportunity to act before the next complaint.
Performance outliers
Find the devices that stand out
Modern Work Vitals provides Windows device health and performance information. Your team can compare logon times with the average across its devices and identify outliers for investigation.
As an illustrative example, a five-minute logon against a thirty-second device average identifies an experience worth investigating. Those figures illustrate the workflow; they are not a measured customer result or a diagnosis.
Your team can review those devices and contact employees who may not have reported the problem.
- Device
- WKS-0148
- Operating system
- Windows 11 24H2
- Last check-in
- Today, 08:42
- Policies applied
- 14 succeeded, 1 failed
- Defender
- Enabled
- BitLocker
- Enabled, key escrowed
- Logon time
- Elevated
Device detail
See the device details behind the issue
Devicie brings reported application and policy details into the device view, with support for Windows and macOS.
For Windows devices, performance information, last reboot and last sync add context. Support staff can review these details without first logging into the employee's machine.
An unexpected application, an unusually long interval since restart or an old sync date can guide the next question. The team still investigates what caused the problem and chooses the appropriate action.
A support routine
Make proactive support repeatable
Use the available information in a regular support routine. Devicie supplies the information for this workflow. Your team decides which devices need attention and carries out the support action. Reporting refreshes daily, so check data freshness when interpreting a device's condition.
Review performance outliers
Identify Windows devices that differ materially from the wider group.
Check the device context
Review applications, policy details, last reboot and last sync.
Contact the employee
Establish whether the reported performance reflects a problem in their work.
Investigate and follow up
Resolve the issue through your support process and review subsequent information alongside the employee's experience.
Reactive support
Use the same context when support calls come in
Proactive reviews and reactive support can use the same device details.
While an employee is on the phone, the service desk can look up the device and begin with the information already reported. That can reduce the initial information gathering and help staff decide what to investigate next.
Warranty reporting for supported devices can also inform the conversation when repair or replacement becomes relevant.
Measuring the work
Measure the difference for employees
Measure the workflow through the support action it enables. Which device prompted an investigation? What did the team find? What changed for the employee afterward?
Devicie supplies reported device information, with API access for available data your team wants to use in its own reports. Your team owns investigation and resolution.
When comparing tools or an internal dashboard, inspect the required fields, daily freshness and platform scope. Then compare the effort needed to maintain the data and carry out the same support task.
Questions we get asked
Is the reporting live?
Reporting refreshes daily. It should be interpreted alongside last-sync information and the support team's investigation.
Does Modern Work Vitals cover macOS?
Modern Work Vitals is for Windows devices. Application inventory and policy details are also available for macOS.
Does this automatically contact employees or fix performance problems?
The workflow described here is carried out by your support team using Devicie's data. It does not depend on automatic outreach or performance remediation.
Can we build our own support reports?
Devicie provides API access to available data so your team can build reports around its needs.
See the investigation from the service desk's side
Explore a Windows performance outlier, open its device details and discuss how your team would use the information to investigate and follow up.