Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Group link 1stsession-gwava_con2012


Published on

GroupLink Presentation GWAVACon 2012

Published in: Technology
  • Be the first to comment

  • Be the first to like this

Group link 1stsession-gwava_con2012

  1. 1. 15th-17th October 2012GroupLink’s everything HelpDesk Delivering excellent service to your whole organization Dominic Mohr inetra de GmbH Value Added Distribution
  2. 2. GroupLink @ GWAVACon 2012Kathryn Thomas+1 801.335.0743kthomas@grouplink.netAimee Kocinski+1 © GroupLink Corporation 2012
  3. 3. Agenda Welcome and Introduction everything HelpDesk Differentiators everything HelpDesk Benefits everything HelpDesk ZENworks Integration everything HelpDesk Demonstration Q&A Prize Drawing© GroupLink Corporation 2012
  4. 4. everything HelpDesk Differentiators • World Class Customer Service - With everything HelpDesk, you receive personalized customer service and support - Certified partners ensure local services - More than 3.200 worldwide implementations in over 30 countries - Free monthly Customer Webinars featuring latest release features, best practices and other help desk training - 90% Customer retention rate! - Work with a smaller, well known company that is an expert in service desk solutions - We have been in the Novell market for over 12 years and we have the knowledge and expertise to ensure you are getting the best solution for your organization© GroupLink Corporation 2012
  5. 5. everything HelpDesk Differentiators • Ease of use - Intuitive, easy to use end-user submission form - Higher adoption rate means more satisfied customers • Quick and easy configuration - With just a few clicks of your mouse you can create groups and categories - Make multiple technician assignments at once - Administrate drop downs and additional fields according to your specific needs • Easy Installer - Easy to use wizard installer comes pre-packaged with all of the software components needed to run everything HelpDesk: MySQL, Java, Tomcat, and everything HelpDesk software - Upgrades are simple - just a click of the button and the Installer does the rest!© GroupLink Corporation 2012
  6. 6. everything HelpDesk Differentiators • Internal Asset Tracker - If you don’t have ZENworks or don’t plan to purchase ZEN you can use everything HelpDesk’s internal asset tracker - Import assets - Tie assets to help desk tickets - Run reports on troubled assets - Remote control an asset from a help desk ticket - No additional costs to purchase an asset tracker (i.e. ZENworks) • Scheduled Automatic Reports - Create custom reports to be set on an automatic recurrence pattern - Reports are automatically generated on a daily, weekly, monthly or yearly basis - Email the custom reports to the contacts you choose (i.e. management, technicians, etc.)© GroupLink Corporation 2012
  7. 7. everything HelpDesk Benefits • Cross Platform Support - Runs smoothly on Windows, Linux, Novell OES and MAC OS - Also Virtual environments are supported - Use the Database you prefer: MySQL, MS SQL, Oracle, Sybase or PostgreSQL • ServiceDesk for any kind of organization - Tailor made Service Desk structure for nearly any type of organization - Handle more than just IT-Service requests - Fits for all industries and organization sizes -© GroupLink Corporation 2012
  8. 8. everything HelpDesk Benefits • 100% Web Help Desk – Access the help desk anytime, anywhere, from any web device including the iPhone, Android, and other smartphones – IE, Firefox, Safari, Chrome and other browsers • GroupWise, Outlook and SMTP integration – Status updates and ticket submission are communicated through email integration – Schedule tasks and appointments with Calendar Integration • eDirectory/Active Directory integration – Seamless integration of LDAP for your central repository of your supported client and customer account information© GroupLink Corporation 2012
  9. 9. everything HelpDesk Benefits • Ticket Templates – Three types of ticket templates used for: > Routine requests > Scheduled business tasks > Work flow for business processes – Simplify technician work load by automating routine tasks of updating, tracking and closing help desk tickets • Access Control List (ACL) – Give different access to different levels of users, technicians, etc.© GroupLink Corporation 2012
  10. 10. everything HelpDesk Benefits • Searchable knowledgebase – Private and public knowledgebase articles – Google-like search of articles • Powerful reporting – Key performance indicators (KPIs) identify problems or opportunities – Create customizable and saved reports • Multi-departmental – Solution is not just for IT - it can be used for many departments within an organization (HR, facilities, maintenance, etc.) • Dashboards – Gauge real time performance – Identify trends and quickly respond to critical issues© GroupLink Corporation 2012
  11. 11. ZENworks Integration • Integrated with ZENworks 7, 10 and now 11! • Tie assets directly to help desk tickets – The auto-suggest function suggests the users primary assets or workstation, plus any other workstations the user has accessed – These assets can be tied to the help desk ticket • View all past tickets associated with a ZEN asset – Simple click of a button shows you all tickets associated with a specific asset – Track historical hardware changes© GroupLink Corporation 2012
  12. 12. ZENworks Integration • Search ZENworks database straight from the ticket • Integration with current ZENworks database – Sybase, Oracle or MS SQL – No need to import or export assets with this integration • Stay informed with accurate information – Access trouble asset reports grouped by ZEN managed devices© GroupLink Corporation 2012
  13. 13. ZENworks Integration • Exclusive to everything HelpDesk! - Launch remote control sessions for ZENworks assets directly from a ticket – Use ZENworks remote control – everything HelpDesk contains its own VNC for remote control directly from the ticket – Each time a remote session is started, a history note is placed on the ticket (includes technician name and time stamp)© GroupLink Corporation 2012
  14. 14. everything HelpDesk Latest Release • User Interface revamp – Simplified, more uniform look and feel • Decoupled Location – Decoupled Location from Ticket hierarchal flow, making it part of the User Account • ZENworks 11 integration – In addition to ZENworks 10 and 7 • Access Control List (ACL) – Allows for different roles (with their accompanying rights and privileges) to be given to different users • Userfield handling - Manage userfields easier and more efficient© GroupLink Corporation 2012
  15. 15. Demonstration© GroupLink Corporation 2012
  16. 16. Q&A© GroupLink Corporation 2012
  17. 17. Giveaway New iPod Shuffle© GroupLink Corporation 2012
  18. 18. Connect with us! Like us on Facebook (German) Visit Partner Homepage (German) Follow us on Linked In© GroupLink Corporation 2012
  19. 19. Thank you! Try it yourself: Credetials: user/user, tech/tech, admin/admin© GroupLink Corporation 2012