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Group link 1stsession-gwava_con2012

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GroupLink Presentation GWAVACon 2012

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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 dominic.mohr@inetra.de
  2. 2. GroupLink @ GWAVACon 2012Kathryn Thomas+1 801.335.0743kthomas@grouplink.netAimee Kocinski+1 801.335.0713akocinski@grouplink.net © 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 http://www.facebook.com/grouplink.dach (German) http://www.facebook.com/everythingHelpDesk Visit Partner Homepage http://www.inetra.de/helpdesk.htm (German) http://www.grouplink.com Follow us on Linked In http://www.linkedin.com/company/grouplink© GroupLink Corporation 2012
  19. 19. Thank you! Try it yourself: http://demo.grouplink.net/ehd10demo Credetials: user/user, tech/tech, admin/admin© GroupLink Corporation 2012

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