Simplify IT Service Managementwith SolarWinds® Help Desk Essentials

IT SUPPORT AND TROUBLESHOOTING HAS NEVER BEEN FASTER!

© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

IT Service Support Challenges

» IT admins, help desk, and support teams in all organizations face the following challenges everyday: How to improve the efficiency of IT support?

How to troubleshoot issues faster?

How to get rid of the complexity of manual service management?

How to streamline help desk tasks and automate them?

» Growing volume of service tickets

» Resource-constrained support teams

» IT budget limitations

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Difficult for IT departments to find an affordable and optimal solution to overcome these ITSM challenges

Challenges..!!

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SolarWinds Help Desk Essentials – The Perfect Solution

» SolarWinds Help Desk Essentials is a 2-in-1 combo of help desk and remote support software that enables you to both manage and resolve IT tickets faster.

» Web Help Desk® + DameWare® Remote Support Help Desk Essentials Pack Web Help Desk allows you to simplify and streamline ticketing management

DameWare allows your to accelerate IT troubleshooting and provide remote support

© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

Web Help Desk

DameWareHelp Desk Essentials

Pack

Manage Tickets Resolve Tickets Simplify ITSM

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© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

Centralize IT Service Request Fulfilment Process

• WHD simplifies and centralizes ticket creation

Ticket Creation

• WHD automates and streamlines ticket assignment and prioritization

Ticket Assignment, Routing, Escalation

• Discover assets with WHD and associate help desk tickets to assets

IT Asset Discovery & Management

• Launch DameWare remote session from WHD to connect to computer asset

Remote Desktop Access from Help

Desk • Investigate and troubleshoot IT issues remotely using DameWare

Remote Troubleshooting & Ticket Resolution

• Save remote session details back to WHD and close ticket

Ticket Closure

SolarWinds Help Desk Essentials

Simplify IT Service Management

Accelerate Support Delivery

Improve Customer Satisfaction

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© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

Benefits to IT & Customer Support Teams

Increased operational efficiency of IT support

Cut down costs of having more resources and expensive solutions

Time and manual efforts saved with the help of automation

Lowered time-to-resolution of service requests

Centralized and easier IT service management

Improved quality of service and customer satisfaction

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© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

Web Help Desk – Feature Highlights

» Easy-to-use IT help desk software to simplify, centralize, and automate help desk management tasks

» Provides flexibility to automate ticket assignment, routing, escalation, and SLA alerting

» Includes built-in automated asset discovery & asset management capabilities

» Simplifies IT change management with automated change control and approval process

» Offers customizable dashboards for help desk performance monitoring & reporting

» Built-in knowledge base helps with technician knowledge management, and provides self-service guidance for end-users on the service request portal

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© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

DameWare Remote Support – Feature Highlights

» Powerful systems administration tool for remote troubleshooting and IT support

» Remote control Windows®, Linux®, and Mac OS X® systems

» Manage and troubleshoot Windows servers and workstations without having to initiate a full remote session Monitor system performance, services, and processes

Perform network diagnostics

View/clear event logs

Wake-up sleeping and powered-off systems, and more

» Manage multiple AD domains & users, and remotely reset passwords

» Supports remote connection to computers both inside & outside the firewall

» Deliver on-the-go and after-hours support by remotely accessing computers from iOS® & Android™ devices

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© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

WHD and DameWare Integration Highlights

» In just one click, launch DameWare remote session from Web Help Desk IT tickets or the IT asset inventory

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© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

WHD and DameWare Integration Highlights (contd.)

» Save DameWare remote session details back to Web Help Desk tickets Metadata

Chat History

Screenshots

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© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

Helpful Resources

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» Product Page: SolarWinds Help Desk Essentials »

» Video: Help Desk Essentials Overview »

» Video: Launch DameWare Remote Session from Web Help Desk »

» Blog: Web Help Desk Integration with DameWare »

» White Paper: The Art of Organizing & Simplifying IT Support »

© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

Visitwww.DameWare.com

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