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Top 3 Help Desk Challenges &
                                                 What You Can Do About Them

   Help Desk Ticketing Made Easy…!!

© 2013, SolarWinds Worldwide, LLC. All rights reserved.

                                                          1
Agenda

 » Why Does Help Desk Implementation Fail?

 » Top 3 Help Desk Challenges
        1. Difficulty of Handling Growing Ticket Volume

        2. Complexity of Managing the Ticketing Process

        3. Lack of Proper Reporting & Metrics

 » Help Desk Software Doesn’t Have to be Complicated

 » Learn How SolarWinds Web Help Desk Can Help!



TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
                                                          2
Why Does Help Desk Implementation Fail?

 » In today’s customer service-oriented world, smooth-running
   IT help desks are more a necessity than choice

 » Many organizations blindly adopt help desk technologies
   without
         Identifying their business requirements
         Determining whether the sought-after solution meets those
          requirements

 » The Consequence: Many help desk implementations fail to
   deliver the expected results—with management of the
   ticketing process emerging as the primary pitfall.

TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
                                                          3
Help Desk Challenge #1                                                               1

               Difficulty of Handling Growing Ticket Volume
»    Most help desk solutions tend to fail to scale with growing number of IT tickets
»    Coupled with challenges like end-to-end activity tracking and workflow
     management, help desk tickets become exponentially more cumbersome.
»    Without appropriate support from your help desk software, it becomes
     extremely difficult to manage customer requests, help desk actions, and ticket
     resolutions.
»    The growing volume of tickets you face can easily inhibit your ability to track:
      Dependencies between tickets
      Prioritization and assignment of tickets based on staff availability and ticket
       severity
      Service activity on a ticket from creation to closure
      Response time and effectiveness of ticket handling
      Communication between the end-user and the technician


TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
                                                          4
Help Desk Challenge #2                                                                       2

              Complexity of Managing the Ticketing Process
»    Many help desk solutions are NOT simple to work with because of which many
     users continue to email help desk staff directly

»    Ideally, help desk staff should spend less time managing the ticketing software
     and more time troubleshooting and resolving problems.

»    Customization and automation can offer:
            Flexible, dynamic business rules for automated routing and ticket updates
            Dynamic assignment of tickets to a specific tech or group of techs based on skill set,
             location, department, availability, work load, etc.
            Automatic conversion of service request emails into trouble tickets (including file
             attachments)
            Customizable ticket submission forms to make it easier for the end-user



TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
                                                          5
Help Desk Challenge #3                                                                   3

                Lack of Proper Reporting & Metrics
»    Many IT help desk solutions also lack the necessary reporting capabilities that
     provide key indicators and metrics for measuring help desk performance.

»    Proper reporting gives you visibility into:
            Fulfillment of help desk requests
            Timeliness of service resolution
            Performance of help desk technicians
            End-user feedback to analyze bottlenecks and reasons for customer dissatisfaction


»    Your management team needs built-in comprehensive reporting to be able to
            Quickly identify where end-users need additional assistance
            Easily determine the primary causes of recurring tickets
            Server as input for quick decision-making.



TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
                                                          6
Help Desk Software Doesn’t Have to be
Complicated
» Successful help desk implementation is about understanding
  how your end-users are using the IT help desk so you can
  simplify and expedite ticket resolution for them.

» Help desk implementation can be easy as long as
       You have done the research to choose the right solution for your
        organization
       You know how to customize it to meet your specific business
        requirements




TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
                                                          7
Learn How SolarWinds
                                                 Web Help Desk Can Help..!!


TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
                                                          8
Simple & Easy-to-use Help Desk Software

»     SolarWinds Web Help Desk offers affordable yet powerful IT help desk
      ticketing software with simplicity and automation to help you quickly
      resolve problems, escalate issues, and isolate root causes.

»     With built-in reporting tools to customize, schedule, export, and email
      reports, Web Help Desk gives you complete control of your ticketing
      process.




TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
                                                          9
How Web Help Desk Helps You…

»     Email-to-Ticket Automation – Emails and file attachments sent to your
      help desk email inbox will be automatically converted into a ticket.
»     Ticket Action Rules – Automatically assign a ticket at any stage in its life to
      the individual IT tech or group with easy-to-configure cascading rules using
      granular or general criteria as defined by your needs.
»     Asset Management – Manage client assignments, build parent/child
      relationships between assets, and integrate with your favorite asset
      discovery software for instant accessibility within your help desk
      application.
»     Built-in Knowledge Base – External knowledge bases empower your users
      to easily find important information for self-resolution, while internal
      knowledge bases conveniently centralize FAQs and tech tips.
»     Built-In Performance Reporting – Get direct insight into technician
      performance, areas for improvement in customer service, real-time billing
      data, and bottleneck problems.

TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
                                                          10
Web Help Desk Ticketing Dashboard




TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
                                                          11
Web Help Desk Ticket Details




TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
                                                          12
Web Help Desk Client Login




TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
                                                          13
Web Help Desk Change Management &
 Approval Workflow




TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
                                                          14
Web Help Desk Free 30-day FREE TRIAL




TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM
                                                          15
Thank You!



Easy Help Desk Software & Simplified Ticketing =
   Happy Help Desk Staff & Happy Customers
                                          16

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Top 3 Help Desk Challenges & What You Can Do About Them

  • 1. Top 3 Help Desk Challenges & What You Can Do About Them Help Desk Ticketing Made Easy…!! © 2013, SolarWinds Worldwide, LLC. All rights reserved. 1
  • 2. Agenda » Why Does Help Desk Implementation Fail? » Top 3 Help Desk Challenges 1. Difficulty of Handling Growing Ticket Volume 2. Complexity of Managing the Ticketing Process 3. Lack of Proper Reporting & Metrics » Help Desk Software Doesn’t Have to be Complicated » Learn How SolarWinds Web Help Desk Can Help! TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 2
  • 3. Why Does Help Desk Implementation Fail? » In today’s customer service-oriented world, smooth-running IT help desks are more a necessity than choice » Many organizations blindly adopt help desk technologies without  Identifying their business requirements  Determining whether the sought-after solution meets those requirements » The Consequence: Many help desk implementations fail to deliver the expected results—with management of the ticketing process emerging as the primary pitfall. TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 3
  • 4. Help Desk Challenge #1 1 Difficulty of Handling Growing Ticket Volume » Most help desk solutions tend to fail to scale with growing number of IT tickets » Coupled with challenges like end-to-end activity tracking and workflow management, help desk tickets become exponentially more cumbersome. » Without appropriate support from your help desk software, it becomes extremely difficult to manage customer requests, help desk actions, and ticket resolutions. » The growing volume of tickets you face can easily inhibit your ability to track:  Dependencies between tickets  Prioritization and assignment of tickets based on staff availability and ticket severity  Service activity on a ticket from creation to closure  Response time and effectiveness of ticket handling  Communication between the end-user and the technician TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 4
  • 5. Help Desk Challenge #2 2 Complexity of Managing the Ticketing Process » Many help desk solutions are NOT simple to work with because of which many users continue to email help desk staff directly » Ideally, help desk staff should spend less time managing the ticketing software and more time troubleshooting and resolving problems. » Customization and automation can offer:  Flexible, dynamic business rules for automated routing and ticket updates  Dynamic assignment of tickets to a specific tech or group of techs based on skill set, location, department, availability, work load, etc.  Automatic conversion of service request emails into trouble tickets (including file attachments)  Customizable ticket submission forms to make it easier for the end-user TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 5
  • 6. Help Desk Challenge #3 3 Lack of Proper Reporting & Metrics » Many IT help desk solutions also lack the necessary reporting capabilities that provide key indicators and metrics for measuring help desk performance. » Proper reporting gives you visibility into:  Fulfillment of help desk requests  Timeliness of service resolution  Performance of help desk technicians  End-user feedback to analyze bottlenecks and reasons for customer dissatisfaction » Your management team needs built-in comprehensive reporting to be able to  Quickly identify where end-users need additional assistance  Easily determine the primary causes of recurring tickets  Server as input for quick decision-making. TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 6
  • 7. Help Desk Software Doesn’t Have to be Complicated » Successful help desk implementation is about understanding how your end-users are using the IT help desk so you can simplify and expedite ticket resolution for them. » Help desk implementation can be easy as long as  You have done the research to choose the right solution for your organization  You know how to customize it to meet your specific business requirements TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 7
  • 8. Learn How SolarWinds Web Help Desk Can Help..!! TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 8
  • 9. Simple & Easy-to-use Help Desk Software » SolarWinds Web Help Desk offers affordable yet powerful IT help desk ticketing software with simplicity and automation to help you quickly resolve problems, escalate issues, and isolate root causes. » With built-in reporting tools to customize, schedule, export, and email reports, Web Help Desk gives you complete control of your ticketing process. TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 9
  • 10. How Web Help Desk Helps You… » Email-to-Ticket Automation – Emails and file attachments sent to your help desk email inbox will be automatically converted into a ticket. » Ticket Action Rules – Automatically assign a ticket at any stage in its life to the individual IT tech or group with easy-to-configure cascading rules using granular or general criteria as defined by your needs. » Asset Management – Manage client assignments, build parent/child relationships between assets, and integrate with your favorite asset discovery software for instant accessibility within your help desk application. » Built-in Knowledge Base – External knowledge bases empower your users to easily find important information for self-resolution, while internal knowledge bases conveniently centralize FAQs and tech tips. » Built-In Performance Reporting – Get direct insight into technician performance, areas for improvement in customer service, real-time billing data, and bottleneck problems. TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 10
  • 11. Web Help Desk Ticketing Dashboard TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 11
  • 12. Web Help Desk Ticket Details TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 12
  • 13. Web Help Desk Client Login TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 13
  • 14. Web Help Desk Change Management & Approval Workflow TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 14
  • 15. Web Help Desk Free 30-day FREE TRIAL TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 15
  • 16. Thank You! Easy Help Desk Software & Simplified Ticketing = Happy Help Desk Staff & Happy Customers 16