IT operations management (ITOM) is critical to your IT infrastructure. It includes tools to help manage provisioning, capacity, performance, and availability within the computing, networking, and application environment. Integrating ITOM tools into your help desk system helps unify IT management and support by allowing streamlined ticket creation and assignment. This helps expedite network, server, and application performance issue resolution and end-user support.
Help desk integration with network management software allows you to convert network alerts, such as performance issues, faults, failures, and configuration changes into help desk tickets. Integrating application performance management with server monitoring allows the same thing. ITOM tools notify network and systems admins of infrastructure issues and automate help desk ticket creation, which allows technicians to resolve issues faster.
The integration of Web Help Desk with SolarWinds Network Performance Monitor (NPM), Network Configuration Manager (NCM), and Server & Application Monitor (SAM) allows you to:
For IT pros involved in end-user support and systems administration, being able to remotely connect to and troubleshoot servers and workstations is a great time saver. Troubleshooting and resolving support tickets from one help desk console makes the whole process that much easier and faster.
Integrating Web Help Desk with DameWare Remote Support allows IT admins and help desk technicians to launch a remote session from the service request or the IT asset inventory in Web Help Desk. Initiate a remote connection in just one click, and use DameWare to perform remote troubleshooting and support.
Good end-user support means staying on top of customer satisfaction and how your team performs.
Managing the use, availability, and health of IT assets, and tracking this over time, is a major undertaking, especially as your business’ IT footprint grows.
Checks and balances makes service management feasible.