Federal Webinar: Using Integrated Tools to Improve IT Service Management
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The document provides an overview of SolarWinds IT service management tools. It discusses the IT service management lifecycle and provides descriptions of Web Help Desk and Dameware Remote Support. The agenda includes a SolarWinds overview, demonstrations of the tools, and case studies from the US Army and Department of Commerce who use the tools. It concludes with contact information for the SolarWinds federal sales team.
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Federal Webinar: Using Integrated Tools to Improve IT Service Management
- 1. @solarwinds Using Integrated Tools To Improve IT Service Management Federal and Government Webinar March 28, 2019
- 2. @solarwinds 2 • SolarWinds Overview • IT Service Management Lifecycle • Web Help Desk® Overview • Dameware® Remote Support Overview • Demonstration • Case Studies • Q&A Agenda Presented by: Onur Terkes Federal Tools Sales Arthur Bradway Senior Sales Engineer © 2018 SolarWinds Worldwide, LLC. All rights reserved.
- 3. @solarwinds 3 SolarWinds at a Glance 1. Customers are defined as individuals or entities that have an active subscription for our subscription products or that have purchased one or more of our perpetual license products since our inception under a unique customer identification number. We may have multiple purchasers of our products within a single organization, each of which may be assigned a unique customer identification number and deemed a separate customer. 2. IDC defined Network Management Software functional market, IDC’s Worldwide Semiannual Software Tracker, October 2018. 3. Source: Gartner, Market Share Analysis: ITOM: Performance Analysis Software, Worldwide, 2017. July 9, 2018. (AIOps/ITIM/Other Monitoring Tools Software Market ). SolarWinds term, Systems Management, refers to the AIOps/ITIM/Other Monitoring Tools Software Market Taxonomy referenced in the Gartner report. All statements in this report attributable to Gartner represent SolarWinds interpretation of data, research opinion or viewpoints published as part of a syndicated subscription service by Gartner, Inc., and have not been reviewed by Gartner. Each Gartner publication speaks as of its original publication date (and not as of the date of this [presentation]). The opinions expressed in Gartner publications are not representations of fact and are subject to change without notice. #1 in Network Management2 300,000+ customers in 190 countries 1 50+ IT management products 22,000+ MSPs serving 450,000+ organizations Every branch of the DoD, and nearly every civilian and intelligence agency 150,000+ registered members of THWACK®, our global IT community Founded in 1999 More than 2,500 employees globally Austin, TX headquarters Herndon, VA government office 30+ offices globally Leader in Remote Monitoring and Management #4 in Systems Management3 Growing Security Portfolio 499 of Fortune 500® © 2019 SolarWinds Worldwide, LLC. All rights reserved.
- 4. @solarwinds 4 Delivering Full-Spectrum Hybrid IT Management © 2018 SolarWinds Worldwide, LLC. All rights reserved. We Manage All Things IT Wherever IT Is Located And From Wherever IT Needs to Be Managed On-Prem Public Cloud Private Cloud On-Prem Cloud-based Products MSPs ApplicationsNetworks VirtualizationDatabases ContainersServers Storage Systems Users and Devices Backup and RecoverySecurity
- 5. @solarwinds Security Management Logs and Events Patch Building toward our future What We Offer Today Network Management Performance Configuration IP Address VoIP Applications and Management Servers and Apps Virtualization Storage Database Management Database Performance Tools Remote Troubleshooting Web Help Desk® Topology Mapping Configuration MySQL® Oracle® SQL Server® DB2® SAP® ASE Device Tracking Managed File Transfer Web Performance Cloud Logs 5 Configuration Monitoring Access Rights Management Threats © 2018 SolarWinds Worldwide, LLC. All rights reserved.
- 6. @solarwinds Security Management Logs and Events Patch Building toward our future What We Offer Today Network Management Performance Configuration IP Address VoIP Applications and Management Servers and Apps Virtualization Storage Database Management Database Performance Tools Configuration MySQL® Oracle® SQL Server® DB2® SAP® ASE Device Tracking Web Performance Cloud Logs 6 Configuration Monitoring Access Rights Management Threats © 2018 SolarWinds Worldwide, LLC. All rights reserved. Remote Troubleshooting Web Help Desk® Topology Mapping Managed File Transfer
- 7. @solarwinds 7 IT Service Management Lifecycle © 2018 SolarWinds Worldwide, LLC. All rights reserved. Receive and Log Service Request Create Ticket Assign Technician Resolve Ticket Communicate to End User Close Ticket Obtain Customer Feedback
- 8. @solarwinds 8 SolarWinds Remote Control and Help Desk Tools © 2018 SolarWinds Worldwide, LLC. All rights reserved. Comprehensive remote support software for end-user support and system troubleshooting Dameware Remote Support Affordable remote control software for all your customer support and help desk needs Dameware Mini Remote Control Affordable and easy-to-use IT service desk for help desk ticketing and IT asset management Web Help Desk
- 9. @solarwinds 9 Affordable help desk software and asset management Web Help Desk • Simplifies and streamlines IT service management from request to resolution • Automates ticketing with rule-based routing and escalation, checklists, tracking, and SLA alerts • Fully customizable forms that are easy to change to match your IT support or other workflows • Link tickets into parent/child relationships • Dashboard and technician interfaces • Performance and ticket allocation reports • Customizable IT change management and approval workflows, including panel voting • Custom knowledge base promotes self-service • Simplifies IT asset management with built-in asset discovery, or from import wizard • Robust asset tracking and reporting, including purchase, warranty, inventory, and more • Correlate tickets and assets to spot problem systems • Uses FIPS cryptography • Utilize existing Active Directory® and LDAP infrastructure • Integration with the Orion® Platform, including automated ticket creation • Integration with Dameware to launch remote desktop sessions from tickets or inventory • Affordable pricing for IT technician logins—no additional cost for client logins or managed assets • Links: Data - Demo - Resource © 2018 SolarWinds Worldwide, LLC. All rights reserved.
- 10. @solarwinds 10 Remote support and IT administration tools Dameware Remote Support and Administration Dameware Mini-Remote Control • Multi-platform desktop sharing and remote control • Remote access to sleeping and powered-off computers • Multi-factor authentication • Flexible user access control • Customize and automatically deploy remote control agents • Remote session tools and utilities • Low cost single installation license with optional server-based licensing • Data - Resources Dameware Remote Support • Includes Dameware Mini-Remote Control • Remote systems management tools • Anywhere, anytime remote support • Simplify Windows® administration • Built-in remote admin tools • Support from iOS® and Android® devices • Remotely manage AD environments • Low cost single installation license with optional server-based licensing • Data - Resources © 2018 SolarWinds Worldwide, LLC. All rights reserved.
- 11. @solarwinds 11 Simplify and streamline your help desk ticketing process Effectively Manage IT Service Requests • Help eliminate complexity of help desk management • Lower time-to-resolution of IT tickets • Cut down operational costs • Improve customer service and satisfaction © 2018 SolarWinds Worldwide, LLC. All rights reserved.
- 12. @solarwinds DEMO 12© 2018 SolarWinds Worldwide, LLC. All rights reserved.
- 13. @solarwinds 13 SolarWinds US Army Case Study and Testimonials • Challenge • Had difficulty providing end user and systems support from a central location • Solution • The Army uses SolarWinds remote support and IT troubleshooting tools to support end users and systems from a central location • Results • Provided better service levels to the agency • Increased productivity of IT staff • Rated their satisfaction with SolarWinds products as 10 (most satisfied) out of 10 • They purchased SolarWinds products because of • Scalability / ability to support growth Source: TechValidate Federal survey October 2015 http://www.techvalidate.com/tvid/C44-0B1-CB4 © 2018 SolarWinds Worldwide, LLC. All rights reserved.
- 14. @solarwinds 14 SolarWinds Dept. of Commerce Case Study • Challenges • They often had to go to the end user’s physical location to provide support • Solution • Commerce uses SolarWinds remote support and IT troubleshooting tools to support end users and systems from a central location • Results • Increased productivity of IT staff • They rated their satisfaction with SolarWinds products as 8 out of 10 • Their favorite SolarWinds product is Dameware Remote Support Source: TechValidate Federal survey October 2015 http://www.techvalidate.com/tvid/898-F50-1B7 © 2018 SolarWinds Worldwide, LLC. All rights reserved. Testimonial: “This is the only product I use.”
- 15. @solarwinds Q&A 15© 2018 SolarWinds Worldwide, LLC. All rights reserved. Onur Terkes Federal Tools Sales 703.386.2658 877.946.3751 onur.terkes@solarwinds.com Hunter Boyd State, Local, and Education Tools Sales 512.498.6097 877.946.3751 hunter.boyd@solarwinds.com
- 16. @solarwinds 16 Let us know how we can help you Additional Resources • Visit our managing IT service requests website: http://www.webhelpdesk.com/manage-it-service-requests • Watch a video on Dameware smart card integration: https://www.dameware.com/resources/video/dameware-smart-card-logon-authentication • Watch a video on launching a remote session from Web Help Desk: https://www.youtube.com/watch?v=tiYAtWEwe2o • Download an IT support white paper: http://cdn.swcdn.net/creative/pdf/Whitepapers/The-Art-of- Organizing-and-Simplifying-IT-Support.pdf © 2018 SolarWinds Worldwide, LLC. All rights reserved.
- 17. @solarwinds 17 Let us know how we can help you Contact Us • Watch a short demo video: http://demo.solarwinds.com/sedemo/ • Download a free trial: http://www.solarwinds.com/downloads/ • Visit our Federal website: http://www.solarwinds.com/federal • Call the SolarWinds Federal sales team: 877.946.3751 • Email federal sales: federalsales@solarwinds.com • Email our federal distributor DLT®: solarwinds@dlt.com • Follow us on LinkedIn®: https://www.linkedin.com/company/solarwinds-government © 2018 SolarWinds Worldwide, LLC. All rights reserved.
- 18. @solarwinds The SolarWinds, SolarWinds & Design, Orion, and THWACK trademarks are the exclusive property of SolarWinds Worldwide, LLC or its affiliates, are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other SolarWinds trademarks, service marks, and logos may be common law marks or are registered or pending registration. All other trademarks mentioned herein are used for identification purposes only and are trademarks of (and may be registered trademarks) of their respective companies. 18
Notes de l'éditeur
- [Please kick off webinar and thank the audience for joining us for the event.] [Discuss housekeeping issues] phones are muted; questions can be typed into the Q&A tab and we will respond as time permits (probably at end); session is being recorded and will be emailed along with slides in a day or so.
- [Introduce yourself as Tools rep and Arthur as the technical presenter.] [Briefly review agenda.]
- Our vision is to manage all things in a hybrid world, regardless of where the applications, infrastructure, and monitoring tools are deployed. And we have a user-centric approach.
- Here is an overview of our product offering.
- Today we’ll be focusing on the tools products, but you can see that we have a wide range of infrastructure monitoring and security products.
- Log Service Request Challenges Disparate Channels for logging service request such as email, phone, chat, social media, walk-up, in-person No centralization Solutions Centralize service request logging with web-based service request portal Dynamic input fields for logging service request Automatically convert inbound email service requests into help desk tickets Ticket Creation Challenges Manual ticket creation by each technician for every help desk task No consistency and standardization of inputs received from end-users in the ticket fields Solutions Automate ticket creation for repetitive tasks Consistency across input for ticket fields Customization to design ticket creation forms per requirement Associate asset details with incident tickets during ticket creation Technician Assignment Challenges Manual ticket assignment to technicians Maintaining ticket assignment status in spreadsheet Solutions Automate ticket-to-technician assignment Dynamically assign tickets based on predefined business logic: ticket status, location, technician availability, etc. Track ticket status & fulfilment progress on Web interface Ticket Resolution Challenges Difficulty in physically visiting & supporting remote computers Incident management & incident resolution are disjoint processes Solutions Leverage remote support integration & initiate remote session from help desk Integrate incident management and incident resolution Integrate service requests & IT asset inventory with remote access Save time & effort by resolving tickets remotely Communication To End-User Challenges Disconnected communication with end-users on ticket status Time wasted in disparate communication channels, such as phone call, email, chat, etc. Solutions Streamlined communication with end-users via help desk Automatic ticket acknowledgement & email notifications Two-way communication via singular channel-ticket notes in help desk Ticket Closure Challenges Time spent on manually updating troubleshooting details to tickets and closing them Close incident and problem tickets one-by-one Solutions Update & close ticket from remote session-incident management & desktop support are integrated saving time & effort Associate multiple incidents tickets with problem ticket and close them all at once Customer Feedback Challenges No visibility into technician performance and ticket fulfilment status Solutions Dashboards provide metrics on technician performance & service delivery status Analyze historical help desk performance data and improve quality of support
- Overview pulled from corporate series- SolarWinds Web Help Desk is a web-based ticketing and IT asset management software Designed to allow organizations to be more efficient and streamline processes Can simplify service requests from creation to resolution Offers built-in knowledge for self-resolution of issues and automation change management
- How do remote support tools save money? Can reduce time to resolution Helps to provide support to remote users and machines Designed to be easy to customize and administer Helps provide safe connections Dameware overview from corporate series- Designed to provide direct, peer-to-peer connections between technician and end-users Can offer safe access to computers outside the firewall Helps to centrally manage users, licenses, and host lists
- Mark pulled this graphic from a SolarWinds web property- http://www.webhelpdesk.com/manage-it-service-requests