How does your service desk stack up?
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Implementing an ITIL-ready, automated and fully integrated service management solution A successful Service Desk should be aligned with business processes, improve user satisfaction and productivity, optimize the organization from the inside out, and serve as a single point of contact between a company’s customers, employees and business partners. More importantly, the Service Desk should be a key part of a completely integrated IT systems management strategy. Attend this informative webinar as Chris Brand (IT Director, Fairfield School District, CT) demonstrates how he has transformed his reduced staff into a process driven IT department through an integrated service management solution. . The main benefits of implementing an effective Service Desk include: · Reducing costs by ensuring efficient allocation of resources · Better user care, leading to greater satisfaction and productivity · Alignment of IT and business goals and increased return on investment (ROI) · Centralizing of processes improving communication and information management · Proactive service support and fast incident resolution
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How does your service desk stack up?
- 1. Implementing an ITIL- ready, automated and fully integrated service management solution
- 2. Our Expert Panel Chris Brand Application Integration Specialist and Helpdesk Supervisor Fairfield Public Schools Alex Brandt Vice President, Americas Kaseya
- 3. About Fairfield Schools 5,106 endpoints under management (includes 52 servers) 17 distributed locations 15 person IT team
- 4. The IT Challenge at Fairfield Schools 6 IT positions eliminated Tech vs. User generated tickets Complete automated & integrated service desk • Providing the same level of service with less staff • Reducing downtime and user interruption • How to avoid allowing the IT team to become slow and inefficient • Eliminating “firefighting” and countless hours spent on trivial tasks • Integrating 3rd party vendors into ticketing system
- 5. Industry Challenges • Teachers need to enter report card information remotely after-hours • IT staff needs an easy way to deploy software to administrative staff laptops – Security camera applications – What machines can support it • Technical staff stretched to the max running from campus to campus • Funding for IT projects continue to be reduced
- 6. What would the #1 benefit be in implementing an automated, efficient and robust service desk at your organization? Polling Question Please select your answer using the WebEx polling tool. NR
- 7. So… why is having a fully automated, ITIL- ready, integrated service desk important?
- 8. Now let’s join Chris as he shows us how his small team processed more than 38,000 tickets in less than two years without a glitch!
- 12. www.kaseya.com Good Practice 100’s of Pre-Defined Views, Maintenance Routines and Policies • Device Views by Type – By OS Type/Ver – Exchange, SQL, IIS, etc • Maintenance Routines – PC and Server Maintenance • Monitor Sets – Application Events/Logs – Hardware Thresholds – Up/Down Faults – Servers, Database, Exchange and Domains – 3rd Party Backup, Security and Network Infrastructure
- 13. www.kaseya.com Discover the State of IT • Systems • Assets • Mobile Devices • Network Devices Manage the State of IT • Scheduling • Procedures • API/Messaging Automate the State of IT • Reporting • Dashboards • Interactive Data Views IT Configuration Management Asset Management Security Business Continuity Service Delivery Systems Monitoring • Remote Management • Software Deployment • Power Management • Image Deployment • Desktop Migration • Mobile Device Management • Network Discover & AD • Hardware/Software • Asset Management • Virtual Machine Management • AntiVirus • AntiMalware • Patch Management • Software Updates • Image Backup • Image Virtualization • File & Folder Backup • Service Desk/Ticketing • Policy Management • Service Billing • Policy Compliance • Time Tracking • Systems Checks & Alerts • Agent Monitoring • Enterprise Monitoring • Agent-less Monitoring • Log Monitoring Unified Management
- 14. www.kaseya.com
- 15. www.kaseya.com Our Vision “Providing Enterprise-Class IT Systems Management for Everybody”
- 16. Q&A & Final Thoughts Discover: Attend a solution Overview: kaseya.com/ITdemo Contact us: 1 (877) 926-0001 sales@kaseya.com Learn more: www.kaseya.com
Editor's Notes
- Answer options: Being able to track and manage all incidents, issues & requests through a single console Having the ability to automate remidiation & escalation procedures Being able to gather key metrics for IT department’s management reviews Consolidating & categorizing information in order to make better business decisions All of the above!
- Automating recurring IT tasksPatch UpdatesStandardization of ProcessesEveryone is always being tasked to do more with less. As complexity increases with systems, rules and regulations it becomes difficult to automate much of the daily tasks to ensure the overall health, wellness and security. Kaseya is all about automation, which can mean many things… one of which is applying one thing to many machines, Like Patch. Patch management example of automating deployment based on policy across all machines, handling file downloads centrally and dealing with reboots in a way that doesn’t impact users.By using a policy based approach to important tasks such as deployment and security we can ensure consistency of approach to minimize network and user impact. Auomated systems run the process directly on the machines so they can be done out of hours or even while users are working without disturbing them.Jonathan:How has a systems management solution like Kaseya allowed you to automate the management of deployment such as patches and everything that comes along with that like rebooting machines, or making sure the right machines get the right patches?
- Automating recurring IT tasksPatch UpdatesStandardization of ProcessesEveryone is always being tasked to do more with less. As complexity increases with systems, rules and regulations it becomes difficult to automate much of the daily tasks to ensure the overall health, wellness and security. Kaseya is all about automation, which can mean many things… one of which is applying one thing to many machines, Like Patch. Patch management example of automating deployment based on policy across all machines, handling file downloads centrally and dealing with reboots in a way that doesn’t impact users.By using a policy based approach to important tasks such as deployment and security we can ensure consistency of approach to minimize network and user impact. Auomated systems run the process directly on the machines so they can be done out of hours or even while users are working without disturbing them.Jonathan:How has a systems management solution like Kaseya allowed you to automate the management of deployment such as patches and everything that comes along with that like rebooting machines, or making sure the right machines get the right patches?
- Automating recurring IT tasksPatch UpdatesStandardization of ProcessesEveryone is always being tasked to do more with less. As complexity increases with systems, rules and regulations it becomes difficult to automate much of the daily tasks to ensure the overall health, wellness and security. Kaseya is all about automation, which can mean many things… one of which is applying one thing to many machines, Like Patch. Patch management example of automating deployment based on policy across all machines, handling file downloads centrally and dealing with reboots in a way that doesn’t impact users.By using a policy based approach to important tasks such as deployment and security we can ensure consistency of approach to minimize network and user impact. Auomated systems run the process directly on the machines so they can be done out of hours or even while users are working without disturbing them.Jonathan:How has a systems management solution like Kaseya allowed you to automate the management of deployment such as patches and everything that comes along with that like rebooting machines, or making sure the right machines get the right patches?
- Needs to be cleaned up.