1. Simplify IT Service Management
with SolarWinds® Help Desk Essentials
IT SUPPORT AND TROUBLESHOOTING HAS NEVER BEEN FASTER!
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.

2. IT Service Support Challenges
» IT admins, help desk, and support teams in all organizations face the following
challenges everyday:
 How to improve the efficiency of IT support?
 How to troubleshoot issues faster?
 How to get rid of the complexity of manual service management?
 How to streamline help desk tasks and automate them?
» Growing volume of service tickets
» Resource-constrained support teams
» IT budget limitations
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Challenges..!!
Difficult for IT departments to find
an affordable and optimal solution
to overcome these ITSM challenges
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3. SolarWinds Help Desk Essentials – The Perfect Solution
» SolarWinds Help Desk Essentials is a 2-in-1 combo of help desk and remote support
software that enables you to both manage and resolve IT tickets faster.
» Web Help Desk® + DameWare® Remote Support  Help Desk Essentials Pack
 Web Help Desk allows you to simplify and streamline ticketing management
 DameWare allows your to accelerate IT troubleshooting and provide remote support
Web Help
Desk
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
DameWare
Help Desk
Essentials
Pack
Manage Tickets Resolve Tickets Simplify ITSM
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4. Centralize IT Service Request Fulfilment Process
• WHD simplifies
and centralizes
ticket creation
Ticket Creation
Ticket Assignment,
Routing, Escalation
• WHD automates
and streamlines
ticket assignment
and prioritization
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
• Discover assets
with WHD and
associate help
desk tickets to
assets
IT Asset Discovery
& Management
Remote Desktop
Access from Help
Desk • Investigate and
• Launch
DameWare remote
session from WHD
to connect to
computer asset
troubleshoot IT
issues remotely
using DameWare
Remote
Troubleshooting &
Ticket Resolution
Ticket Closure
• Save remote
session details
back to WHD
and close ticket
SolarWinds
Help Desk
Essentials
Simplify IT Service Management
Accelerate Support Delivery
Improve Customer Satisfaction
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5. Benefits to IT & Customer Support Teams
Increased operational efficiency of IT support
Cut down costs of having more resources and expensive solutions
Time and manual efforts saved with the help of automation
Lowered time-to-resolution of service requests
Centralized and easier IT service management
Improved quality of service and customer satisfaction
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
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6. Web Help Desk – Feature Highlights
» Easy-to-use IT help desk software to simplify,
centralize, and automate help desk management tasks
» Provides flexibility to automate ticket assignment,
routing, escalation, and SLA alerting
» Includes built-in automated asset discovery & asset
management capabilities
» Simplifies IT change management with automated
change control and approval process
» Offers customizable dashboards for help desk
performance monitoring & reporting
» Built-in knowledge base helps with technician
knowledge management, and provides self-service
guidance for end-users on the service request portal
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
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7. DameWare Remote Support – Feature Highlights
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
» Powerful systems administration tool for remote
troubleshooting and IT support
» Remote control Windows®, Linux®, and Mac OS X® systems
» Manage and troubleshoot Windows servers and workstations
without having to initiate a full remote session
 Monitor system performance, services, and processes
 Perform network diagnostics
 View/clear event logs
 Wake-up sleeping and powered-off systems, and more
» Manage multiple AD domains & users, and remotely reset
passwords
» Supports remote connection to computers both inside & outside
the firewall
» Deliver on-the-go and after-hours support by remotely accessing
computers from iOS® & Android™ devices
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8. WHD and DameWare Integration Highlights
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
» In just one click,
launch DameWare
remote session from
Web Help Desk IT
tickets or the IT asset
inventory
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9. WHD and DameWare Integration Highlights (contd.)
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
» Save DameWare
remote session details
back to Web Help Desk
tickets
 Metadata
 Chat History
 Screenshots
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10. Helpful Resources
» Product Page: SolarWinds Help Desk Essentials »
© 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
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» Video: Help Desk Essentials Overview »
» Video: Launch DameWare Remote Session from Web Help Desk »
» Blog: Web Help Desk Integration with DameWare »
» White Paper: The Art of Organizing & Simplifying IT Support »

11. © 2014 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Visit
www.DameWare.com
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