Case Study
Federal agency IT teams achieve success in “shifting left” by reducing problem resolution times and improving employee productivity
Federal Agency Reduces MTTR, Increases Citizen Satisfaction, and Reduces Service Desk Volume While Meeting its National and Economic Security Mission
This agency’s mission is anti-terrorism, legitimate trade and secure travel for US citizens. Then the performance of a key application began impeding workflow and agents’ ability to do their job, Swish and Riverbed introduced a digital experience management tool that resulted in approximately 24% improvement in MTTR and 15% drop in service desk volume.
