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How does your service desk stack up?

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Implementing an ITIL-ready, automated and fully integrated service management solution …

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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  • 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?
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  • Transcript

    • 1. Implementing anITIL-ready, automatedand fully integratedservice managementsolution
    • 2. Our Expert PanelChris BrandApplication Integration Specialistand Helpdesk SupervisorFairfield Public SchoolsAlex BrandtVice President, AmericasKaseya
    • 3. About Fairfield Schools 5,106 endpoints undermanagement (includes 52 servers) 17 distributed locations 15 person IT team
    • 4. The IT Challenge atFairfield 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 remotelyafter-hours• IT staff needs an easy way to deploy software toadministrative staff laptops– Security camera applications– What machines can support it• Technical staff stretched to the max running from campusto campus• Funding for IT projects continue to be reduced
    • 6. What would the #1 benefit bein implementing anautomated, efficient androbust service desk at yourorganization?Polling QuestionPlease select your answer using the WebEx polling tool.NR
    • 7. So… why is having a fullyautomated, ITIL-ready, integrated service deskimportant?
    • 8. Now let’s join Chris as he showsus how his small team processedmore than 38,000 tickets inless than two yearswithouta glitch!
    • 9. www.kaseya.comCore PrinciplesDiscoverManageAutomateValidate
    • 10. www.kaseya.comConsolidated DiscoveryNMAPMultiple Scan Methods
    • 11. www.kaseya.comGood Practice100’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
    • 12. www.kaseya.comDiscover theState of IT• Systems• Assets• Mobile Devices• Network DevicesManage theState of IT• Scheduling• Procedures• API/MessagingAutomate theState of IT• Reporting• Dashboards• Interactive Data ViewsIT Configuration ManagementAsset ManagementSecurityBusiness ContinuityService DeliverySystems Monitoring• Remote Management• Software Deployment• Power Management• Image Deployment• Desktop Migration• Mobile DeviceManagement• Network Discover & AD• Hardware/Software• Asset Management• Virtual MachineManagement• 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 MonitoringUnified Management
    • 13. www.kaseya.com
    • 14. www.kaseya.comOur Vision“Providing Enterprise-Class IT SystemsManagement for Everybody”
    • 15. Q&A & Final ThoughtsDiscover:Attend a solutionOverview:kaseya.com/ITdemoContact us:1 (877) 926-0001sales@kaseya.comLearn more:www.kaseya.com

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