Case Study: PIMCO prevents IT problems with Lakeside SysTrack

PIMCO cuts root-cause analysis from hours to minutes with Lakeside Software

PIMCO, a global investment management firm, faced a significant challenge in its IT support operations. Their team relied on third-party tools and tribal knowledge to diagnose problems, which often led to guesswork and unresolved tickets that created misinformation. To overcome this, PIMCO partnered with Lakeside Software to implement its SysTrack solution, seeking a way to quickly find the root cause of IT issues.

Lakeside Software's SysTrack, specifically its Black Box and Resolve features, provided PIMCO with the data needed to go from a user complaint to a definitive root cause in minutes. The solution visually surfaces correlations, like software updates, and automatically creates ServiceNow tickets with full context. This eliminated guesswork for PIMCO's engineers, providing them with data-backed answers and preventing IT problems from escalating.

PIMCO