The document summarizes the key features and capabilities of the Soffront Employee Helpdesk system. It allows organizations to [1] define helpdesk processes to resolve incidents efficiently, [2] automatically assign and escalate incidents, and [3] notify relevant parties about status changes. The system also enables [3] self-service access for employees, [4] management of assets, and [5] monitoring of helpdesk performance for continuous improvement. The Soffront Employee Helpdesk is part of their comprehensive CRM suite.
What does performance mean in the cloudMichael Kopp
Performance problems are one of the most cited concerns about to the cloud. But is it really the cloud or the application? What does performance mean anyway when you can scale to thousands of servers? This session will discuss why traditional means of performance management and troubleshooting no longer work and how this affects everything. Most importantly we will look at how to identify the root cause of performance problems in such dynamic environments. Finally we will explain how to assess and manage performance when capacity is no longer the issue.
RetroFit provides an array of essential desktop management services on a flat rate subscription basis to small and medium sized businesses. We help you minimize the hidden costs of desktop ownership which can be considerable.
What does performance mean in the cloudMichael Kopp
Performance problems are one of the most cited concerns about to the cloud. But is it really the cloud or the application? What does performance mean anyway when you can scale to thousands of servers? This session will discuss why traditional means of performance management and troubleshooting no longer work and how this affects everything. Most importantly we will look at how to identify the root cause of performance problems in such dynamic environments. Finally we will explain how to assess and manage performance when capacity is no longer the issue.
RetroFit provides an array of essential desktop management services on a flat rate subscription basis to small and medium sized businesses. We help you minimize the hidden costs of desktop ownership which can be considerable.
Gjennomgang System Center og Forefront produkter, nyheter.
Operation Manager, Virtual Machine Manager, Service Manager, Essentials,
Forefront Endpoint Protection, Management i Cloud med Windows Intune. Suite Lisensiering
CA Infrastructure Management 2.0 vs. Solarwinds Orion: Speed and ease of mana...Principled Technologies
Infrastructure and operations support time is valuable, and every second is critical when a performance, capacity or application response issue begins to manifest. A management, alerting, and root cause analysis system that allows staff to quickly locate and troubleshoot a problem is key to providing five-nines uptime SLAs, as well as keeping a business’s own staff working at peak efficiency.
In our tests, we found that CA Infrastructure Management 2.0 outperformed the SolarWinds Orion tools in tests of ease of use and required-time-to-complete. The testing demonstrated timing wins for CA Technologies in our four simulated scenarios, by factors of 2.3 to 11.4 times over SolarWinds Orion.
When managing large-scale infrastructures, the ability to efficiently triage a large number of devices and network links is essential for maintaining high availability, consistent performance and routine business operations. This is particularly evident when calculating the aggregate time saved when performing the same operations multiple times in a given day. Over time, these aggregate figures can lead to significant savings of time and money for your organization.
Norman Patch and
Remediation Advanced
provides:
• Rapid, accurate and secure
patch management
• Automated collection, analysis
and delivery of patches
• Security for your organization
from worms, trojans, viruses and other malicious threats
• Single consolidated solution
for heterogeneous environments
provides effective management
at a significantly reduced TCO
In this session we heard customer experiences facing some of the biggest DR challenges ever. We heard how Site Recovery Manager was used in Japan after the great earthquake disaster and in New Zealand after the earthquake at Christchurch. We also learned about a case in which Site Recovery Manager was used for site migration.
ApplicationPro blocks unwanted applications and prevents the use of unlicensed software.
Further details: http://cynapspro.com/US/products/applicationpro
Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (http://www.itsmf.org.rs/drupal/content/itsmf-see-2011-programme)
Online version of the presentation - http://prezi.com/lstdrvohprmp/belgrad-prezentacija/
Gjennomgang System Center og Forefront produkter, nyheter.
Operation Manager, Virtual Machine Manager, Service Manager, Essentials,
Forefront Endpoint Protection, Management i Cloud med Windows Intune. Suite Lisensiering
CA Infrastructure Management 2.0 vs. Solarwinds Orion: Speed and ease of mana...Principled Technologies
Infrastructure and operations support time is valuable, and every second is critical when a performance, capacity or application response issue begins to manifest. A management, alerting, and root cause analysis system that allows staff to quickly locate and troubleshoot a problem is key to providing five-nines uptime SLAs, as well as keeping a business’s own staff working at peak efficiency.
In our tests, we found that CA Infrastructure Management 2.0 outperformed the SolarWinds Orion tools in tests of ease of use and required-time-to-complete. The testing demonstrated timing wins for CA Technologies in our four simulated scenarios, by factors of 2.3 to 11.4 times over SolarWinds Orion.
When managing large-scale infrastructures, the ability to efficiently triage a large number of devices and network links is essential for maintaining high availability, consistent performance and routine business operations. This is particularly evident when calculating the aggregate time saved when performing the same operations multiple times in a given day. Over time, these aggregate figures can lead to significant savings of time and money for your organization.
Norman Patch and
Remediation Advanced
provides:
• Rapid, accurate and secure
patch management
• Automated collection, analysis
and delivery of patches
• Security for your organization
from worms, trojans, viruses and other malicious threats
• Single consolidated solution
for heterogeneous environments
provides effective management
at a significantly reduced TCO
In this session we heard customer experiences facing some of the biggest DR challenges ever. We heard how Site Recovery Manager was used in Japan after the great earthquake disaster and in New Zealand after the earthquake at Christchurch. We also learned about a case in which Site Recovery Manager was used for site migration.
ApplicationPro blocks unwanted applications and prevents the use of unlicensed software.
Further details: http://cynapspro.com/US/products/applicationpro
Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (http://www.itsmf.org.rs/drupal/content/itsmf-see-2011-programme)
Online version of the presentation - http://prezi.com/lstdrvohprmp/belgrad-prezentacija/
Webinar: Gaining Control and Visibility of Your Virtualized InfrastructurePepperweed Consulting
With additional point tools for managing virtual components and new groups responsible for managing virtualized deployments, virtualization raises the complexity of data centers as well as can cause splintered visibility and control. These have in cases increased IT operating costs and have stalled virtualization deployment to around 30% of the available infrstructure. In Part III of its five-part webinar series Managing IT Operations in a Virtualized World, Pepperweed Consulting will discuss HP Software Operations Center tools that will give you a single view for controlling, maintaining, and operating your physical and virtual infrastructure.
NEMEA Compliance Center - the most powerful survey creation, management, and reporting solution available. It intuitively collects responses, writes, and produces standardized regulatory compliance reports. In fact, it even supports the use of many different standards at once. Our compliance software has a fully featured user-interface that lets you rapidly compare the laws and regulations that govern your industry and business.
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2. Improve Employee Productivity and
Company-wide Collaboration
Define your Helpdesk Process Assign Incidents
“ Setup a helpdesk process that keeps incidents on track
to resolution and keeps employees focused. Use your
Automatically assign incidents to support queues and
agents based on configurable parameters. Assign
The Soffront system own process or follow best practices. Dynamically
generate action buttons that guide agents through the
incidents based on availability, workload, products or
services, or round robin.
is outstanding. Their defined process.
newest version is Helpdesk agents can view complete incident details
along with employee and system information. Helpdesk Escalate Incidents
possibly the best managers can easily reassign incidents to other team
members or groups to balance the workload and You can configure rules to escalate incidents that
CRM that I have maximize overall team effectiveness. remain in the same stage of the resolution process. For
example, define a rule to send e-mail to the helpdesk
used. manager or re-assign the ticket, if it is a critical issue
and has not been resolved in 4 hours.
Offer Self Service
“
- Evan Rosenfield, Provide a easy to use search interface to your
employees where they type in questions or use Notify Everyone
American Securities keyword/phrases with logical operators. Let your
employee submit incidents online and check the status Setup email notifications to trigger on status changes,
of pending incidents from your website, twenty-four field updates, or based upon the movement of incidents
hours a day, seven days a week. through.
When your agent is assigned a new incident, s/he
Manage Assets receives an automatic e-mail with a link pointing to that
particular record. When an incident is closed, the
submitter receives an automatic e-mail with the solution
Manage your entire portfolio of assets including IT and and a survey.
fixed assets. Tag the asset; know where it is located
and who is using it. Keep track of key information like
life expectancy, current value, maintenance dates and
warranty/contracts. Monitor for Continuous Improvement
Get timely, fact-based insight into the entire helpdesk
Process Inbound Emails process for continuous improvement.
Helpdesk dashboards offer instant snapshots of support
Respond faster to email inquiries by automatically key performance indicators (KPIs) including Agent
analyzing the incoming email and routing it to the right Productivity, Support Response Time, Ticket Ageing,
agents. Employee Survey Results, etc.
2
3. Use Mobile Devices Part of a Comprehensive CRM Suite
Provide mobile access to real-time information to your field support Soffront Employee Helpdesk is a part of Soffront’s comprehensive
agents for iPhone, Android, Blackberry, PDAs, and offline laptops. CRM Suite.
Prepare agents fully before visiting a customer and deliver quick The Soffront CRM Suite is comprised of Marketing Automation, Sales
access to critical information like contracts during onsite Automation, Customer Support, Employee Support, Defect Tracking,
troubleshooting meetings. Knowledge Management, Order Processing, Asset Management,
CRM Portal, Mobile CRM and more.
Your field support agents can create work orders on the fly to acquire
parts and tools and submit call records with time and parts The Soffront CRM Suite is completely web-based and can be
information. deployed in days.
Employee Helpdesk Features
Employee/IT Helpdesk
Queue Management
Asset Management
Automatic Surveys
Support Dashboards
Standard Features
Calendar / Activities Management
Email Integration
Word and Excel Integration
Google Maps Integration Soffront Software, Inc.
Queries, Reports, and Analytics 45437 Warm Springs Blvd, Fremont, CA 94539
Form Designer
www.soffront.com sales@soffront.com (510) 413-9000
Workflow / Process Management
Import and Export Capabilities
Automation Rules
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Escalations and Notifications