This Federal webinar recording reviews how agencies can use our tightly integrated help desk and remote support software to help improve IT service management. These integrated tools are designed to provide productivity gains that allow agencies to improve customer satisfaction and accelerate service delivery by simplifying and automating their help desk ticketing and remote support processes. The webinar recording demonstrates the integration of the Web Help Desk® and Dameware® Remote Support solutions and discuss use cases and best practices to improve service management.
The webinar recording demonstrates how to:
Connect to remote computers directly from help desk trouble tickets while having access to integrated IT asset information and checklists for faster troubleshooting
Save remote session metadata including duration, chat history, and screenshots back to the IT tickets in the help desk software where the remote session was launched from
Save remote session details for sessions that were started outside of the ticketing system in either an existing ticket in the Web Help Desk solution, or by creating a new ticket from the Dameware remote session
Take advantage of smartcard support, archiving tickets by request type, reporting, and other features of importance to government customers
Developed by network and systems engineers who know what it takes to manage today's dynamic IT environments, SolarWinds has a deep connection to the IT community.
The result? IT management products that are effective, accessible, and easy to use.