Anatomy of Support Desk 2.0


Published on

This brief covers three essential cloud tools of an integrated service desk. When used together, these solutions ease the complexities that IT departments endure
each and every day. By providing technical remote support, network monitoring, alerting, ticketing and inventory management in one unified cloud-based solution rather than separate products, Citrix GoToAssist empowers IT to better support people and technology.

1 Like
  • Be the first to comment

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Anatomy of Support Desk 2.0

  1. 1. Anatomy of Support Desk 2.0 Solutions BriefAnatomyof SupportDesk 2.0Learn how GoToAssist isthe all-in-one cloud-basedtool purpose-built for
  2. 2. Anatomy of Support Desk 2.0 Solutions Brief 2Today, there are more apps, more devices and more distributed workers than everbefore, but IT departments have ever less resources to support end users acrossthe globe. The role of IT is expanding, and IT departments must look to newtechnology tools if they are to survive and thrive.Emerging trends show that leading IT support desks increasingly rely uponintegrated cloud-based tools that are easy to use and deliver several key ITfunctions from one unified platform. In fact, Gartner suggests that, by 2015, 50percent of all tool purchases by IT service desks will utilize the SaaS model, furthertestament to the need for solutions that are easy to access, deploy and scaleacross distributed organizations and a range of needs.This brief covers three essential cloud tools of an integrated service desk. Whenused together, these solutions ease the complexities that IT departments endureeach and every day. By providing technical remote support, network monitoring,alerting, ticketing and inventory management in one unified cloud-based solutionrather than separate products, Citrix GoToAssist empowers IT to better supportpeople and technology.Tool one: Service DeskGoToAssist Service Desk is an easy-to-use cloud-based application that enhancesmanagement of all IT workflow. It lets IT professionals easily log and trackincidents, manage configuration changes and releases, deliver end-user self-service and so much more.GoToAssist Service Desk incorporates the industry best practices of ITSM andITIL* right into its design, so your team can easily and intuitively achieve serviceexcellence. Add clarity and structure to your service desk procedures without Citrix is truly trying to make productsadding complexity. that can be easily used and provide a one-stop shop for IT support needs. With the future addition of help desk functionality, technicians will be able to receive work orders and troubleshoot those issues through one portal, which in turn should reduce the time to close and resolve incidents. Rob Brothers Program Director IDCWith GoToAssist Service Desk, support professionals can:• Easily log, track and resolve incidents.• Manage configuration changes, releases and workflow.• Deliver end-user
  3. 3. Anatomy of Support Desk 2.0 Solutions Brief 3Service Desk also seamlessly integrates with GoToAssist’s two other IT tools:Remote Support and Monitoring. No longer must IT pros waste time and effort injuggling tools and duplicating data entry.• Easily initiate incident tickets from GoToAssist Remote Support.• Quickly launch a remote support session from a Service Desk ticket.• Tie GoToAssist Monitoring’s system health alerts to an incident ticket and assign it to a support professional for immediate attention. (Available in Q1 2013.)Tool two: Remote SupportWith GoToAssist Remote Support, IT professionals can resolve technical issuesby instantly delivering web-based support to customers, end users, unattendedcomputers and servers. This cloud-based tool enables support technicians toimmediately view and control customer computers, servers and mobile devices,transfer files between computers, reboot/reconnect, run diagnostics and muchmore. GoToAssist’s team-based functionality also lets multiple support techniciansshare access to unattended machines and group machines by company, locationand customized categories. One of the best features of GoToAssist is that it gives us the ability to offer secure, remote and unattended support of our customers’ computers. This isTool three: Monitoring vital because it allowsUse GoToAssist Monitoring to monitor your entire IT infrastructure, including critical us to connect and fixservers and services. Simple to deploy, Monitoring discovers and inventories every problems in a timely manner, even if the enddevice; delivers proactive alerts for servers and applications in real time; monitors user is not availableperformance, network usage and bandwidth consumption; tracks configuration to work with us.changes and much more. Christopher Dottavio Director of CustomerServer health monitoring: Gain real-time visibility into the availability, performance Servicesand configuration of your Windows and Linux servers. Track and trend key metrics ID Networks, CPU, load averages, memory and disk utilization.Proactively identify issues with GoToAssist Monitoring, log an incident ticket withService Desk and immediately launch Remote Support to resolve those issues fastbefore there is any service
  4. 4. Anatomy of Support Desk 2.0 Solutions Brief 4 Previously, our system was essentially unmanaged. GoToAssist has given us the ability to manage it, while saving time, staff resources and money. It’s made a big difference. James Branch Chief Technology Officer Advanced DiscoveryAll 3 GoToAssist modules are cloud-based and can be accessed from anywhere,giving IT professionals the ability to work on the go and on the device of theirchoosing. In addition, GoToAssist Remote Support offers free mobile apps. ITtechnicians can now support staff and customers from their iPad or Android device.The complete Support Desk 2.0GoToAssist continues to simplify IT support by providing easy, affordable access toan essential toolset – service desk management, remote support and IT monitoring– all from one user interface. Combining critical tools enables IT departments tobe more efficient and effective and save costs. Customize GoToAssist to fit yourunique business needs — choose one module, two or all three.• Use GoToAssist Service Desk to log and track incidents, deliver end-user self- service and manage configuration, changes and releases.• With GoToAssist Remote Support, you can deliver on-demand support and Citrix remains the market share leader . . . access unattended servers and workstations. by focusing on simple- to-use solutions and• Use GoToAssist Monitoring to proactively monitor your entire IT infrastructure, introducing innovative including critical servers and services. services that deliver on customer needs.Key Benefits of Integrated IT Tools: IDC• Reduce IT firefighting, free up time and lower IT support costs.• Gain total visibility into the entire IT support services to accelerate issue resolution.• No more juggling multiple tools and duplicating data entries.• Deliver multiple critical IT support services from one user-interface.• Streamline support workload among team members• Remove the complexity and time in implementing ITIL and ITSM best practices.Learn more about delivering multiple IT services from one integrated cloud-basedtoolset — visit
  5. 5. Anatomy of Support Desk 2.0 Solutions Brief 5 Resources for achieving business agility For more white papers, case studies and on-demand webinars, visit For best practices, company announcements and research about modern work styles, please visit the GoTo Blog at North America Europe, Middle East & Africa Asia Pacific Citrix Online, LLC Citrix Online, UK Ltd Citrix Online, AUS Pty Ltd 7414 Hollister Avenue Chalfont Park House Level 3, 1 Julius Avenue Goleta, CA 93117 Chalfont Park, Gerrards Cross Riverside Corporate Park U.S.A. Bucks SL9 0DZ North Ryde NSW 2113 T +1 805 690 6400 United Kingdom Australia T +44 (0) 800 011 2120 T +61 2 8870 0870 About Citrix Citrix is transforming how people, businesses and IT work and collaborate in the cloud era. Its portfolio of GoTo cloud services enable people to work from anywhere with anyone by providing simple-to-use cloud-based collaboration, remote access and IT support solutions for every type of business. Learn more at and © 2012 Citrix Online, LLC. All rights reserved. Citrix, GoToAssist, GoToMeeting, GoToMyPC, GoToTraining, GoToWebinar, Podio and ShareFile are trademarks of Citrix Systems, Inc., or a subsidiary thereof, and are or may be registered in the U.S. Patent and Trademark Office and other countries. All other trademarks are the property of their respective owners.10.3012/B-86819/PDF