Sharpen the Help Desk with Automation and Self-Service

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  Automate More Tasks

  Let the Help Desk focus on critical tasks by automating the routine ones. Use proactive event management to trigger Help Desk alerts at the exact moment a network problem occurs. Implement automatic assignment rules to eliminate the task of “assigning tasks.”

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  Empower End-Users

  Most users would rather get back to work than sit on the phone. Help them do so with an integrated knowledge base, message boards, and other tools that help users resolve common problems on their own. You’ll reduce help desk call volume and keep the help desk focused on issues that demand their direct attention.

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  More Self-Service

  Add Password Self-Service to help to eliminate one of the most common user issues. If passwords aren’t the problem, empower users with the self-service portal – the web based solution for creating tickets without calling or emailing the Help Desk.

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  ITIL®-Aligned

  Users can set ticket priorities automatically by selecting an “Impact” and “Urgency” level, as recommended by IT Information Library (ITIL) best practice guidelines. Priorities, in turn, help define due dates and service levels within the help desk workflow.

• Next: Extend your Help Desk capabilities