IT Service Management (ITSM)
and Service Desk Solutions

Reduce Resolution Times and Improve Service Quality

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BDNA helps IT organizations improve service quality and reduce costs by providing accurate and reliable data that improves incident rates, reduces resolution times and increases first call resolution rates.

Challenge

Improve Service Quality and Decrease Service Costs

  • Low Mean Time to Resolution (MTTR)
  • Low First Call Resolution (FCR)
  • High Incident Rates
  • High Cost Per Ticket/Incident

The BDNA Solution for Service Desk
and IT Service Management

Technopedia

Technopedia provides a common language
for IT, enabling data from multiple sources to be
mapped to a single identity.

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Technopedia Content Packs

BDNA also provides content packs containing
additional market intelligence tailored to specific
IT initiatives.

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Normalize

BDNA Normalize provides organizations with
clean, curated and complete data to create an
accurate picture of their environment.

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Key Benefits

  • Improve resolution times (MTTR)
  • Reduce incident rates by accurately mapping products to knowledge base articles
  • Detect problems from incidents faster by accurately grouping and aggregating incidents
  • Avoid outages and unnecessary escalations with intelligent routing and service-based ticket prioritization

  • Improve FCR rates by providing Level 1 technicians ready access to data needed to triage and
    resolve tickets

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