Help Desk Integration with IT Operations Management (ITOM)
Integrating ITOM tools into your help desk system helps unify IT management and support
IT operations management is critical to your IT infrastructure
Help desk integration with network and systems management software
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.
Web Help Desk integration with SolarWinds IT operations management tools
The integration of Web Help Desk with SolarWinds Network Performance Monitor (NPM), Network Configuration Manager (NCM), and Server & Application Monitor (SAM) allows you to:
- View and use Web Help Desk from NPM, NCM, and SAM web consoles
- Create a link to Web Help Desk from network, server, or application node details view
- Create Web Help Desk tickets automatically for alerts and node issues detected in SolarWinds NPM, NCM, and SAM
- Configure Web Help Desk ticket assignment and routing, based on SolarWinds custom node properties
Help desk integration with remote support software
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.
Web Help Desk integration with Dameware Remote Support
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.
Get More on Integrated Help Desks
Do you find yourself asking…
An integrated help desk expands the help desk process by connecting it to network and systems information for enhanced context and capabilities, ultimately allowing for faster troubleshooting.
A traditional help desk serves as a valuable customer service tool that enables IT departments to work with users, organize their requests, and redirect their questions when necessary.
Integrated support systems go further. They connect help desks with operations management capabilities, making it easier to bring relevant network and systems information right into the help desk process. This kind of integration means, for instance, network or server alerts related to performance issues can be converted directly into help desk tickets. If there are node issues, the problem can be easily sent as tickets for technicians to handle.
Benefits of an integrated help desk include:
- Become more efficient: With the help of network help desk software, IT professionals can save valuable time when resolving issues across the network. Improve efficiency with more control over how you prioritize issues and which members of your team receive which incident tickets. Some software will let you automatically assign, route, and prioritize tickets to provide a more efficient experience. You’ll no longer have to manually assign tickets as they come in to ensure they reach the right technician, so your help desk's productivity will improve.
- Manage your organization’s IT assets: Your organization has countless hardware and software IT assets, but keeping track of them can be a time-consuming and frustrating experience. With an integrated help desk tool, you’ll be able to seamlessly track and manage the lifecycle of any hardware or software IT assets in your company, from initial request through retirement. Integrated support systems can also help you track service parts or service details. Some can automatically discover hardware and software assets and report information like a computer’s model, serial number, and installed software.
- Understand your data: An integrated help desk can also give you a better understanding of your data. Many offer easy-to-comprehend reports or dashboards that enable you to make informed decisions to improve your organization. You may be able to link directly to the help desk from other monitoring and management interfaces.
- Manage Service-Level Agreements (SLAs): Network help desk software can also streamline SLA management and help ensure you meet customers’ expectations. For example, if your solution offers SLA reports, you’ll be able to see the lifespan of your service tickets. You may also be able to automatically escalate tickets to ensure you don't exceed SLA breach dates and pinpoint any bottlenecks.
Using an integrated help desk can help simplify IT help desk processes like ticketing, IT asset management, and end-user support. You can more efficiently reallocate IT assets and personnel to become more productive and deliver better service across your organization.
An integrated help desk expands the help desk process by connecting it to network and systems information for enhanced context and capabilities, ultimately allowing for faster troubleshooting.
A traditional help desk serves as a valuable customer service tool that enables IT departments to work with users, organize their requests, and redirect their questions when necessary.
Integrated support systems go further. They connect help desks with operations management capabilities, making it easier to bring relevant network and systems information right into the help desk process. This kind of integration means, for instance, network or server alerts related to performance issues can be converted directly into help desk tickets. If there are node issues, the problem can be easily sent as tickets for technicians to handle.
Benefits of an integrated help desk include:
- Become more efficient: With the help of network help desk software, IT professionals can save valuable time when resolving issues across the network. Improve efficiency with more control over how you prioritize issues and which members of your team receive which incident tickets. Some software will let you automatically assign, route, and prioritize tickets to provide a more efficient experience. You’ll no longer have to manually assign tickets as they come in to ensure they reach the right technician, so your help desk's productivity will improve.
- Manage your organization’s IT assets: Your organization has countless hardware and software IT assets, but keeping track of them can be a time-consuming and frustrating experience. With an integrated help desk tool, you’ll be able to seamlessly track and manage the lifecycle of any hardware or software IT assets in your company, from initial request through retirement. Integrated support systems can also help you track service parts or service details. Some can automatically discover hardware and software assets and report information like a computer’s model, serial number, and installed software.
- Understand your data: An integrated help desk can also give you a better understanding of your data. Many offer easy-to-comprehend reports or dashboards that enable you to make informed decisions to improve your organization. You may be able to link directly to the help desk from other monitoring and management interfaces.
- Manage Service-Level Agreements (SLAs): Network help desk software can also streamline SLA management and help ensure you meet customers’ expectations. For example, if your solution offers SLA reports, you’ll be able to see the lifespan of your service tickets. You may also be able to automatically escalate tickets to ensure you don't exceed SLA breach dates and pinpoint any bottlenecks.
Using an integrated help desk can help simplify IT help desk processes like ticketing, IT asset management, and end-user support. You can more efficiently reallocate IT assets and personnel to become more productive and deliver better service across your organization.
Looking for more? Upgrade to an ITIL-ready, service experience.
Try SolarWinds Service Desk for more functionality in asset and service management.
- Full ITIL suite (incident, problem, change, release) paired with customizable automation
- Automated asset discovery with integrated CMDB for real-time impact on technology and services
- Powerful service catalog workflow engine and a user-friendly service portal