Proactive IT User Guide

Overview

A proactive IT support strategy can address many of the deficiencies of the reactive, break/fix model. Use this DEX Pack to gain greater visibility and insight into potential problems and act before problems cause significant downtime.

Value Proposition

This dashboard serves as the first step in exploring and understanding your system’s performance and compliance. It provides a quick, high-level overview of your hardware and software states, offering insights into their reliability and suitability for various tasks. With ProactiveIT, you can rapidly identify software faults, assess if your hardware meets requirements, and gain a snapshot of key performance metrics.

Additionally, the dashboard includes a compliance overview, helping you understand your adherence to organizational standards. For new SysTrack users, this tool is especially valuable, as it provides a starting point to explore the platform's capabilities and discover actionable insights, even if they aren’t entirely sure what outcomes they want to achieve. From here, users can drill down into specific channels and investigate deeper, gaining more detailed information as needed.

Use Case

One customer was using SysTrack on only half of their estate. By leveraging ProactiveIT, they uncovered a critical issue: a Dell update utility was repeatedly crashing when attempting NIC (Network Interface Controller) updates, causing the WiFi driver update to fail. The customer was previously unaware that these failures were happening as part of the update service.

With ProactiveIT, we identified these failures and observed the subsequent impact: CPU and memory overloads, as well as incomplete NIC updates. The outdated drivers were affecting overall system performance. After we informed Dell of the issue, they provided a new version of the update utility, which resolved the problems.

ProactiveIT allowed us to quickly spot these headline issues, enabling a rapid and targeted response to improve system stability and performance.

Endpoint Insight

Understand issues impacting users and ensure they have the correct hardware and software resources.

Application Insight

Gain insight into app resource consumption, stability, and software versioning.

Compliance Insight

Discover system compliance and identify devices with missing patches and outdated software.

Endpoint Insight

Summary

This dashboard presents the three main graphs of Endpoint Insight. Endpoint Insight provides both and overview and details of Digital Experience, hardware, and which systems are being affected. Learn how to rightsize physical and virtual systems, and how these factors impact the End User Experience.

Sensor Details

Discover the issues affecting users in real time.

Machine Rightsizing

Get a detailed view on resource consumption across systems with recommendations for sizing.

End User Experience

Assess user health by identifying factors that impact user health the most from a high-level summary down to a system level view.

Sensor Details

Digital Experience Impacts

This chart provides a visual representation of the types of issues that are most impacting the digital experience.

Select either active sensors, which will show the impacted issues in the moment, or historic sensors, which show an average over the last 30 days.

Selected Category – Sensors

This graph lists the Number of Systems Triggering Over the Last 30 Days and the Number of Systems Triggering Now.

Click on a Category from the chart in the Digital Experience Impact.

Double-Click a System from the grid to enter SysTrack Resolve.

Selected Sensor – Systems

This grid lists the affected systems by the sensor, the Latest Trigger Date, and if the Sensor (is) Currently Active.

Select a Sensor from the Selected Category - Sensors to fill the Selected Sensor – Systems grid.

Green	No, not Currently Active
Red	Yes, Currently Active

Double-Click a System from the grid to enter SysTrack Resolve.

Machine Rightsizing

Machine Rightsizing Summary

This chart shows the percentage of the systems that are rightsized, over-provisioned, or underprovisioned.

NOTE: The CPU recommendation accounts for the user’s observed CPU usage and then adds a portion of additional capacity to avoid maxing out the CPU.

Machine Rightsizing Summary Details

This graph displays the physical and virtual systems in an enterprise. Click the arrow next to Physical or Virtual for a full list of systems in the selected group.

Select the Sizing Type or use the Search for a System for details.

The sizing types are:

Green	Right Sized
Blue	Over-Provisioned
Purple	Under-Provisioned

Double-Click a System from the grid to enter SysTrack Resolve for an online system.

Factors that influence Sizing Type

When Graphics Index is over 75 %	Heavy
When graphics index is between 10 and 75%	Moderate
When graphics index is less than 10	Light

When Max Memory Capacity is between 80% and 100%	Right Sized
Less than 80%	Over Provisioned
Greater than 80%	Under Provisioned

When 125% of Max CPU is at 80% to 100%	Right Sized
Less than 80%	Over Provisioned
Greater than 100%	Under Provisioned

For Virtual Machines
When 125% of Max CPU is greater than 100% of capacity and system type	Remove Cores
When 125% of Max CPU is less than 80% of capacity and system type	Add Cores

For Physical Machines
When 125% of Max CPU utilization is less than 80% of CPU capacity and system type	Remove Cores
When Free C-Drive percentage is between 10 and 75% free	Right Sized
Less than 10%	Under Provisioned
Over 75%	Over Provisioned
Calculations for Memory Rightsizing

Calculations are based on maximum memory utilization and recommended memory size based on 125% of that value.
The sizing is split into buckets. Below are the possible values that will be recommended.

There is a different set of values for physical and virtual.

o if 125% of max memory utilization is between 0 and 4 GB, we recommend 4GB

Physical
4-8	8
8-12	12
12-16	16
16-20	20
20-24	24
24-28	28
28-32	32
32+	No change (Right Sized)

Virtual
0-2	2
2-4	4
4-6	6
6-8	8
8-10	10
10-12	12
12-14	14
14-16	16
16-18	18
18-20	20
20-22	22
22-24	24
24-26	26
26-28	28
28-30	30
30-32	32
32+	"no change" (Right Sized)

If the recommendation matches the existing memory capacity of the system, we say "no change" (Right Sized).

Overall Sizing Information

If all 3 metrics (CPU, Max Memory Utilization, C-Drive Diskspace) says "no change", we say the system is "right sized"
If any of the following is true, we say the system is "under-provisioned"
- CPU recommendation is "add cores" or "overutilized"
- memory recommendation is to increase memory size
- disk recommendation is "low space"
Any systems that do not meet the conditions listed above are "over provisioned"

End User Experience

Group Health Summary

This table shows a summary of health data by group. The higher the average health score, the better. An increasing trend indicates an improving health score.

Select a group to investigate. This selection will fill in other graphs.

Health Score:

90-100	Green
70-89	Yellow
69-Lower	Red

Health Trend:

When last week's score is better than previous week's score	Increasing. The greener, the better.
When last week's score is worse than previous week's score	Decreasing. The redder, the worse
Static	Black

Top Health Impacts (Past 30 Days)

This chart provides a simple breakdown of the top categories impacting the health score and end-user experience.

Hover over a “slice” of the pie chart to reveal the percentage of hours the top issues which affected the group over 30 days.

Health Trend

A health metric is a score expressed as a percentage (higher is better).

Other health metrics are expressed in average minutes of impact per day (lower is better).

Hover over a dot on the graph for the health score for a given day.

Currently Active Sensors

This table shows active sensors for the selected group. The End-User Experience sensors are directly related to SysTrack health metrics. Other sensors may indirectly impact the health score. Click once on the arrow for a full list of End User Experience Sensors and Other Sensors.

Double-click a sensor name to open SysTrack Prevent.

Daily Health Impact for Selected Group and Health Category

This daily chart displays the impacted users per metric for a selected day.

The Group is selected in the Group Health Summary grid and will fill in the data accordingly.

Select either to display by Impacted Minutes or % (Percent) of Total Impact.
Select a health metric from the bottom of the pane ranging from CPU to Hardware issues for more specifics.
Health impacts are expressed as average number of minutes for each day.

Health Experience Breakdown for Selected Day

This graph displays the health score per device for the selected day from the Daily Health Impact graph. See how the health score differs from the previous day and the averaged experience over 30 days.

Data is ordered by default from worst to best. The health score is on a gradient from Red to Green indicating the grade. This order from worst to best can be switched to best to worst by clicking on the top of the column.

75 and under	Red
76-80	Yellow
81-100	Green

User Experience Selected Day shows the score for each metric.

User Experience Daily Change:

A negative score indicates that the score is worse than the selected day.
A positive number means that the metric score improved.

Difference from Monthly Average:

A negative score indicates that the score is worse now than the 30-day average.
A positive number means the metric score improved.

If the Device is online, then you can:

Double-click a system to enter the Resolve Overview page for an online system.
Double-click on the Health Score for a System to enter the Health Resolve page.
Double-click on a health metric value to enter the relevant Resolve page.

Application Insight

Summary

Application Faults Identify the most unstable apps in your environment. Discover the versions that are faulting the most, and identify which users are experiencing the greatest impact.

File Sync Apps

Investigate which file sync apps are in use and how they consume resources.

Communication Tools Intelligence

Discover the communication apps in use in your environment. Determine their performance, stability, and which users are running out-of-date versions.

Application Faults

Faults per App

This chart shows the number of faults and displays the top faulting apps.

Display choices are Number of faulting systems, Number of faulting versions, or Number of faults.

Display the top faulting apps in increments of 10, 20, or 30.
You may also Search for an application in the search bar.
Hover over a “slice” of the pie chart for the name of the app and the value.
Data is averaged over the last 30 days.

Faults per App Version

This graph displays the number of faults in an application version.

Select a “slice” from Faults per App pie chart to populate this graph.
Display either Number of Faulting Systems or Number of Faults.
Hover over a bar for details.

Selected Version Faults Over Time

This chart shows the number of faults in a selected version over time.

For Version to Display, select either the Selected version or All.
For Display, select Num Faulting Systems or Num Faults.

Selected Version Systems

This grid lists the systems affected by the selected version of the faulting app.

File Sync Apps

System Count by Category

This chart identifies those users that are and those that are not using the recommended file sync apps.

The categories of the chart include Systems Only Using Corporate Apps, Systems Using No File Syncing Apps, and Systems Using Non-Corporate File Syncing Apps.

Hover over a “slice” for more details.

System Details

This grid displays the details of how file sync apps are utilized by systems.

Select Show all file sync apps, Show corporate file sync apps, or Show non-corporate file sync apps.

Average CPU, Memory, and other data reveal the volume of resources an application uses.
Use the search bar for System or User specific information.
Systems using non-corporate approved apps will be highlighted in red.

Advanced Options for this Dashboard

Select “Show” in Advanced Options for a more detailed search.

Select a time to exclude any non-corporate file sync apps used before that date. This option accounts for a known migration date.

Corporate Application Search

In the search bar, enter the approved apps for users. Enter a comma separated list of the corporate sync applications here.

To permanently save this list, enter the list in the page context block in the dashboard builder.

A file sync app that is not listed as approved Corporate Application will be highlighted in red in the System Details pane.

Communication Tools Intelligence

Communication App Summary

This grid lists the most communication applications. Information listed includes latest version, total users, other version, and resource utilization.

Selected Application System Details

This grid lists and gives details of the systems on the selected communication app.

Select an application from the Communication App Summary.

You can choose either “Yes” or “No” for the selection Only show systems with outdated versions in use. Selecting “yes” shows only systems using outdated versions. Selecting “no” will display all systems using that application.

The systems with the outdated versions will be highlighted in red. The updated versions will be in green.

Selected Application Version Breakdown

This grid informs what version of the selected application users utilize the most, consumes the most resources, and experiences the most faults.

Advanced Options

Selecting “Show” allows you to investigate a specific application.

Application Search: To use this feature, delete the existing text and enter the application you wish to search. Select the desired application from the drop-down list.

Latest Application Version Definition: By setting Latest Application Version to “Auto”, the dashboard will determine the latest version based on the versions found in the environment in conjunction with the Minimum System Utilization slider.

To define the latest version for your enterprise, select from the Latest Application Version drop-down list.

If the slider is set to 5, then the latest version must be utilized on at least 5% of devices that run any version of the application. This is to filter out beta versions that may only be on a few devices.

Note: This can only be done on a per application basis. You will need to select the desired application from the Application Search filter first.

Compliance Insight

Summary

This dashboard shows which systems have the latest version updates and software.

Windows Updates

View the patch status of your Windows estate and find missing patches either identified automatically by SysTrack, or manually based on a user input of KB numbers. Hover over a “slice” of the pie chart for system counts.

Outdated Software

Find systems running outdated software. Specify your preferred version or let SysTrack determine the latest version for each software package. Hover over a bar for more details.

Windows Updates

OS Patch Summary

This grid displays data by OS, OS Version, Build Number, and OS Locale.

Selected OS Patches

This grid reveals the patch and the latest release of the patch for the selected OS from OS Patch Summary grid.

Select an OS Patch from the Patch Summary grid to display information in this pane. This grid will reveal the Patch, the Latest Release, the number of Patched Systems and Unpatched Systems.

Selected OS and Patch Systems

This grid lists the system, whether it has a patch, and the patch install date.

Use the Search Bar to find a specific system.

Green	100 % Version Patched
Yellow	A percentage less than 100 and greater than 0.
Red	None of the patches for that version of software have been updated.

Search Patch History

Use the Search Bars to find a specific patch or system.

Outdated Software

Outdated Software Summary

This grid lists all the software packages across your enterprise. It lists the latest version of the software package, how many installations are using the latest version, and how many installations are using other versions.

Filters: Selecting Hide lists only the software packages that have not had the latest version and therefore may need intervention.
Choosing Show will list all the systems in your enterprise.
Only show software packages with at least this many installations allows you to choose to see how many users are using a Software Package: 1, 5, 10, 100, and 1000. Setting the option to (1) one will show all software in your enterprise.

Selected Software Version Summary

This chart displays the system count of users on each version. Hover over a “slice” for more details. Select a software package from the Outdated Software Summary grid.

Selected Software System Details

This grid shows all Systems using the selected software and which version is installed.

The default for Only show systems with outdated versions installed is “yes”. Selecting “no” will list all the systems for that software packages, both updated and not updated. Updated will appear in green, not updated will appear in red.

Advanced Options

Software Search: Selecting Show in Advanced Options allows you to investigate a specific software package using this filter. Delete the existing text in the filter and begin typing to search for a software package. Select the desired package from the drop-down menu.

Alternatively, leave the selection as All Software to display every software package in your enterprise.

Latest Software Version Definition: By setting Latest Software Package Version to “Auto”, the dashboard will determine the latest version based on the versions found in the environment, in conjunction with Minimum System Utilization slider.

If the slider is set to 5, then the latest version must be installed on at least 5% of devices that have the package installed. This filters out beta versions that may only be installed on a few devices.

If you want to define the latest version, select the version from the Latest Software Version drop down menu.

TIP: This can only be done on a per software package basis. You will need to select the desired packages from the Software Search filter first.