hdi capital area september 2014 meeting slides

9/23/14'

©2013'HDI.'All'rights'reserved.'

Welcome!(Updates(from(HDI(Capital(Area(

and(HDI(Corporate((September'17,'2014'

'

9/23/14'

©2013'HDI.'All'rights'reserved.'©2014'HDI.'All'rights'reserved.'

What’s(Hot(at(HDI(•  FUSION(14(–(October(19C22,(2014(

Happening'this'year'at'the'Gaylord'NaEonal'Resort'&'ConvenEon'Center'in'Washington,'D.C.,'FUSION'14'is'

your'firstOclass'pass'to'service'management!'

–  PreOconference'workshops'

–  Nine'tailored'learning'tracks'

–  More'than'eighty'sessions'

–  Five'extraordinary'keynotes'

–  Nonstop'networking'opportuniEes'

Learn'More:'www.ServiceManagementFUSION.com'

'

•  New(ITIL(InteracJve(Resources(FREE(for(Members(ITIL'v3®'and'ITIL'FoundaEon®(are'new'interacEve'resources'for'HDI'members'to'reference'and'learn'about'the'

framework'that'aligns'IT'services'to'business'needs.'These'resources'are'free'for'HDI'ResourceOlevel'members'

and'above.'Learn'More:'www.ThinkHDI.com/levels''

'

•  HDI(Virtual(Classroom(Course(Offerings(Expand(HDI'Desktop'Support'Manager'and'Structured'Problem'Solving'for'Support'Professionals'courses'now'

available'via'the'Virtual'Classroom'–'a'training'environment'that'seamlessly'combines'the'accessibility'of'

online'learning'with'the'structure'of'scheduled,'instructorOled'courses.'Learn'more:'

www.ThinkHDI.com/Virtual''

'

•  Submit(Yourself(or(a(Colleague(for(an(HDI(Award!(Each'year,'HDI'awards'the'highest'honors'in'the'technical'service'and'support'profession.'HDI'awards'program'

rewards'individuals,'teams'and'organizaEons'that'have'gone'above'and'beyond'in'the'last'year.'Deadline'is'

October'31,'so'don’t'miss'your'chance!'Learn'more:'www.ThinkHDI.com/Awards''

9/23/14'


September'Webcast:'“HDI'Buyer's'Guide'Live:'Expanding'the'Influence'of''

Service'and'Support'Management”'

New(Content(to(SHARE!((

New'Blog:''"Misunderstood'Metrics,“'by'Roy'Atkinson'

The'September/October'issue'of'SupportWorld'will'be'available'soon'in'the'HDI'Reading'Room'app'and'online!'Theme:/Customer/Experience/

#HDISTAT'Today:'#ServiceManagement'soluEons'are'used'by'68%'of'#techsupport'

#ITSM'(full'report'coming'soon!)'

New'HDI'Research'Brief:'

Improving'Efficiency'and'Customer'Service'in'Higher'EducaEon'

#HDISTAT'Today:'30%'of'support'centers'are'resolving'Eckets'previously'handled'

by'escalated'levels.'#shinlen'#techsupport'

9/23/14'


Not(a(Member?(Join(Today!(

Become(a(Professional(member(for(just($495!''

Get'more'benefits'to'ensure'your'professional'growth'today.''

Enjoy(benefits(like:(•  Aoend'local'chapter'and'vChapter'meeEngs'

•  Access'to'HDI'PracEces'and'Salary'Reports'

•  Discounts'on'HDI'Conferences,'Events'and'Training'

•  Apply'for'HDI'awards'

•  And'much'more!'

'

Learn'more'at'www.ThinkHDI.com/Join'or'by'calling'800.248.5667(

'

9/23/14'


Call(for(Help(Desk(Analyst(&(Desktop(Support(Technician(of(

the(Year(Nominees((DON’T(MISS(THIS(OPPORTUNITY(to(recognize(your(key(analysts(and(technicians.'The'only'investment'

you'make'is'Eme'to'send'the'informaEon'below'and'complete'the'applicaEon.'Your'return'is'truly'a'

heartwarming'event'that'has'become'a'yearend'celebraEon'for'our'teams.'I'encourage'members'to'

nominate'your'outstanding'Analysts'and'Technicians'by'emailing'the'following'informaEon'to'Sandy'

Seroskie,'by'Friday,(October(31,(2014'at'[email protected]:'

'

•  Help'Desk'Analyst'or'Desktop'Support'Technician's'Name'

•  Company'

•  A'paragraph'describing'the'individuals'achievements'(why'you'are'nominaEng'them)'

•  Manager's'name'and'contact'informaEon'

'

**The'criteria'and'nominaEon'form'is'sent'to'the'Manager'to'complete.'We(encourage(you(to(send(the(informaJon(above(early,(so(you(have(more(Jme(to(complete(the(applicaJon.**(

All(nominees(and(managers(as(our(honored(guests,(at(our(Annual(Awards(Luncheon,(on(Friday,(December(5th,'at'Maggiano’s'Liole'Italy.'Thanks'to'the'success'of'this'event,'we'have'reserved'large'

room.'We'will'recognize'each'nominee'and'their'manager.'Every'nominee'will'receive'a'plaque'and'the'

winners'will'receive'the'Analyst'of'the'Year'or'Desktop'Support'Technician'award.'We'will'have'an'

amazing'keynote'speaker'and'a'three'course'lunch.'

Thank(You(2014(Sponsors!!((

HDI(Capital(Area(Sponsors(

•  Diamond'–'The'MIL'

CorporaEon'

•  PlaEnum'Plus'O'

LanDesk'

•  PlaEnum'

– Beyond20'– EasyVista'

•  Gold'

–  Robert'Half'Technology'(Global'Sponsor)'

–  Bomgar'

–  IssueTrak'–  Cherwell'

•  Silver'

–  Service'Now'–  Time'Warner'Cable'

•  Web/Event'

–  IEnvolve'–  RemedyForce''

–  ReACT'–  StrataCom'

–  TechnoLava'–  ArEsys'

Next(MeeJng(

October(Vendor(Fair((Don’t(miss(it!((•  We'typically'meet'the'3rd'Wednesday'of'the'

month'and'most'meeEngs'are'free'

•  Visit'www.hdicapitalarea.com'to'register'

'

Today’s(Speaker(

(Jeff(Hance((LANDESK((

('

The(SoluJon:(Automated(Onboarding(and(TerminaJon!(

((((

'Jeff'Hance'

'LANDESK'Sonware'

Employee'Onboarding/

Ovoarding'

LANDESK'SOFTWARE'CONFIDENTIAL'LANDESK'SOFTWARE'CONFIDENTIAL'

Who(we(are(

HQ'–'Salt'Lake'City,'Utah''

!  Our'History''''•  1985'Founded'(LAN'Systems)'

•  1991'Pioneered'Systems'Management'with'Intel'

•  2002'Spun'out'''

!  Business'Product'Lines''•  LANDesk'O'Wavelink'O'Shavlik'

!  Industry'Leader,'Award'Winning'SoluEons'•  UserOOriented'IT'Service'Management'

•  Systems'Lifecycle'Management'

•  Endpoint'Security'Management'

•  Premise'&/or'CloudOSaaS'Deployment'Models'

•  IT'Asset'Management'

!  Key'Facts'•  19,000'customers'worldOwide'

•  Alliances'•  400+'SI/VARs'–'CerEfied'Expert'SoluEon'Providers'

•  Who'has'shown'up'for'their'first'day'of'work'

to'find'out'they'weren’t'ready'for'you?'

'Where'do'I'sit?'I'don’t'have'a'computer?'

How'do'I'log'into'email?'I'can’t'get'into'the'HR'

system'to'file'my'paperwork?'

•  Who'has'terminated'an'employee'and'has'

no'idea'what'access'needs'to'be'removed'or'

what'company'assets'were'assigned'to'them'

'Did'they'have'a'laptop?'What'about'a'phone?'How'do'

I'disable'their'email'but'make'sure'it'is'backed'up?''

“IT'Lets'set'the'stage”'

•  Safe'to'say'everyone'is'trying'to'increase'efficiency'and'reduce'costs'

•  Retaining'quality'employees'is'a'

huge'issue'in'todays'market.'First'

impression'is'huge.'

•  MeeEng'security'compliance(HIPAA,'

SOX,'PCI)'just'to'name'a'few'

•  Remove'human'error'when'possible.'

•  Free'up'resources'

'

'

Why'do'it?'

•  ProcessO'I'am'sure'we'have'all'heard'

80%'process'20%'tools'

•  ITSM'Tools'–'AutomaEon'and'

IntegraEon'

•  Phased'Approach'–'Start'with'the'basics'

'

What’s'the'recipe'for'success?”'

Demo'Time'

Lets'see'what'we'can'do?'

' ' ' ''

'

'

'

'

'Jeff'Hance'

[email protected]'

'407'712'0065'

16'

LANDesk'Service'Desk:''hop://www.youtube.com/watch?v=fV31vx9Rtg0'

'

''

LANDesk'Blog:''hop://www.landesk.com/blog/'

'

'

''

17'

Thank You!'

The'informaEon'herein'is'the'confidenEal'informaEon'and/or'proprietary'property'of'LANDesk'Sonware,'Inc.'and'its'affiliates'(referred'to'collecEvely'as'

“LANDesk”),'and'may'not'be'disclosed'or'copied'without'prior'wrioen'consent'of'LANDesk.'

'

To'the'maximum'extent'permioed'under'applicable'law,'LANDesk'assumes'no'liability'whatsoever,'and'disclaims'any'express'or'implied'warranty,'relaEng'to'the'

sale'and/or'use'of'LANDesk'products'including'liability'or'warranEes'relaEng'to'fitness'for'a'parEcular'purpose,'merchantability,'or'infringement'of'any'patent,'

copyright'or'other'intellectual'property'right,'without'limiEng'the'rights'under'copyright.'''

LANDesk'retains'the'right'to'make'changes'to'the'informaEon'herein'or'related'product'specificaEons'and'descripEons,'at'any'Eme,'without'noEce.'LANDesk'

makes'no'warranty'for'the'use'of'the'informaEon'herein'and'assumes'no'responsibility'for'any'errors'that'can'appear'nor'does'it'make'a'commitment'to'update'

the'informaEon'contained'herein.'For'the'most'current'product'informaEon,'please'visit'www.landesk.com.''

Copyright'©'2010,'LANDesk'Sonware,'Inc.'and'its'affiliates.''All'rights'reserved.'LANDesk'and'its'logos'are'registered'trademarks'or'trademarks'of'LANDesk'

Sonware,'Inc.'and'its'affiliates'in'the'United'States'and/or'other'countries.'Other'brands'and'names'may'be'claimed'as'the'property'of'others.'

Problem #1New employees join organizations only to arrive with no workstation, user profile, or access to critical systems. Perhaps you have an onboarding process, but if not, automated steps may be occasionally missed. It may take weeks before new employees are fully able to do the job for which they were hired.

Problem #2You just had a key employee leave the company to work for a competitor. Are you certain that the individual’s access to business-critical systems has been deactivated?

Organizations face these problems daily when they manage the acquisition and termination of employees manually. In many cases, companies don’t even realize they have left access to business systems open to exiting employees, exposing both the organization and its customers to risk.

The Solution: Automated Onboarding and Termination What if you could ensure that workstations for new employees were set up correctly in advance of them joining the company? What if you could ensure and report on the termination of employees and their access to critical systems? The LANDESK automated onboarding and termination process allows you to:

�Q Initiate the onboarding process via HR when offers are made to new hires

�Q Request employee profile information from the hiring manager�Q Automate the creation of Active Directory and email accounts�Q Assign software bundles to new employees for automatic

distribution by department�Q Track assets and software titles deployed to new employees�Q Control access to business-critical systems by assigning users

to AD Security Groups�Q Schedule termination dates�Q Provide managers asset lists for exiting employees

�Q Back up email accounts to network storage for auditing�Q Halt access to critical systems immediately when employees

are terminated�Q Provide reports on terminated employees and successful

completion of termination tasks

With LANDESK® Automated Solutions you can improve user productivity while retaining IT control.

Contact LANDESKDon’t be left in the dark, or allow the security of your enterprise IT systems to be compromised due to manual error. Call your LANDESK account representative today and learn how User-Oriented IT solutions from LANDESK help you maximize employee productivity and simplify IT operations.

Employee Onboarding and TerminationDid you know that with LANDESK® Service Desk IT, can synchronize with HR’s hiring and termination process to automate device provisioning?

User-Oriented IT: LANDESK Automated Solutions

Visit WWW.LANDESK.COM for more information.Copyright © 2014, LANDESK Software, Inc. This document contains confidential information of LANDESK Software. LANDESK makes no warranty for the use of the information herein and assumes no responsibility for any errors that may appear, nor does it make a commitment to update the information contained herein. LSI-1245 04/02 BW/BB/MP

HR inputs NewHire request

Email todistribution

list New Hire,including NewHire manager

Managerreviews andadds details

Routed byCEO toAnalyst

AssignedAnalyst reviewsand submits for

accountcreation when

completed

Accounts taskscreated and

awaitingcompletion by

multipleassignees

Automation ofEmail

EnablementSecurity Group

additions basedon form choicesand addition todistribution lists

Analyst (s)completeremaining

tasks

HR and DL NewHire notified all

tasks arecomplete for

New Hire

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