If your business has computers, then you probably also have a help desk. But not every help desk is made equal. Some are impressively efficient, able to resolve most incoming calls with a minimum of effort. Others, not so much. The difference is automation, and here’s the secret: Getting there isn’t hard. By integrating event management, ridiculously remote tools, and automated actions directly into your help desk application, you can automatically empower help desk administrators with solutions for a wide array of common problems – without exposing dangerous complexities or excessive permissions that might get misused. Join Greg Shields of Concentrated Technology and Jayson Gehri of ScriptLogic in this expert conversation. You’ll leave with some useful tips, tricks, and tools that will bring ridiculous efficiency to your help desk activities.

1. Building a Better Help Desk:
An Expert Discussion on Ridiculously Efficient
Help Desk Tips, Tricks, & Tools
Dial In: +1 (646) 307-1721
Access Code: 557-247-391
Or use your computer speakers
Greg Shields Jayson Gehri
Partner and Principal Technologist Director, Product Marketing
www.ConcentratedTech.com ScriptLogic

2. About the Speakers
Greg Shields
Greg is a Senior Partner and Principal Technologist with Concentrated
Technology. He is a Contributing Editor for TechNet Magazine and Redmond
Magazine, and a Series Editor for Realtime Publishers. Greg is a sought-after and top-
ranked speaker, seen regularly at conferences like TechMentor, Tech Ed, VMworld,
and more. He is a multiple recipient of Microsoft "Most Valuable Professional" award
with has received VMware's vExpert award.
Jayson Gehri
Jayson joined ScriptLogic in 2009 as Product Marketing Manager, bringing 10 years of
marketing and technical experience. Jayson is currently the Director of Product
Marketing at ScriptLogic. He is responsible for the promotion and evangelism of
ScriptLogic solutions to the IT community.

3. About ScriptLogic
• Founded in 2000
• Focus on 4 key areas:
• Desktop Management
• Help Desk Management
• Server Management
• Active Directory Management
• Customer Base
• 30,800+ customers worldwide
• From SMB to Fortune 100
• Headquartered in Boca Raton, Florida
• Subsidiary of Quest Software since 2007

4. The
Incident Lifecycle

5. The
Incident Lifecycle
 Classic Responses of the
Reactive Help Desk

6. The Ridiculously Efficient
Incident Lifecycle
 Classic Responses of the
Reactive Help Desk
 Ridiculously Efficient Workflow
of the Proactive Help Desk
 Incident Occurrence
 Detection
 Diagnosis
 Repair

7. Getting Ridiculously Efficient
with Help Desk Incidents

8. Getting Ridiculously Efficient
with Help Desk Incidents

9. Prevention
that is Seriously Ridiculously Efficient

10. Prevention
that is Seriously Ridiculously Efficient
 Jeff Hicks Video: Using PowerShell to Create a VHD and Backup
User Data
 http://bit.ly/wBbnn9

11. Prevention
that is Seriously Ridiculously Efficient
 Jeff Hicks Video: Using PowerShell to Create a VHD and Backup
User Data
 http://bit.ly/wBbnn9
 Jeff Hicks Article: Five Steps for Gathering a
Network Health Report
 http://bit.ly/qfff2v

12. Prevention
that is Seriously Ridiculously Efficient
 Jeff Hicks Video: Using PowerShell to Create a VHD and Backup
User Data
 http://bit.ly/wBbnn9
 Jeff Hicks Article: Five Steps for Gathering a
Network Health Report
 http://bit.ly/qfff2v
 Jeff Hicks Video: How to Get a Handle on User Passwords
Remotely
 http://bit.ly/nGC12C

13. What Does ScriptLogic Offer?
Demo!

14. Computer Management
that is Seriously Ridiculously Efficient

15. Computer Management
that is Seriously Ridiculously Efficient
 Jeremy Moskowitz Article: Troubleshooting W7 Group Policy
 http://bit.ly/rI5HJl

16. Computer Management
that is Seriously Ridiculously Efficient
 Jeremy Moskowitz Article: Troubleshooting W7 Group Policy
 http://bit.ly/rI5HJl
 Jeff Hicks Article: Troubleshooting Devices in W7 & WS2008R2
 http://bit.ly/wY7PKr

17. Computer Management
that is Seriously Ridiculously Efficient
 Jeremy Moskowitz Article: Troubleshooting W7 Group Policy
 http://bit.ly/rI5HJl
 Jeff Hicks Article: Troubleshooting Devices in W7 & WS2008R2
 http://bit.ly/wY7PKr
 Avril Salter Article: Can’t Connect to Wireless? Try These Steps
 http://bit.ly/q2Jh28

18. Computer Management
that is Seriously Ridiculously Efficient
 Jeremy Moskowitz Article: Troubleshooting W7 Group Policy
 http://bit.ly/rI5HJl
 Jeff Hicks Article: Troubleshooting Devices in W7 & WS2008R2
 http://bit.ly/wY7PKr
 Avril Salter Article: Can’t Connect to Wireless? Try These Steps
 http://bit.ly/q2Jh28
 Jeff Hicks Article: Don’t Delay! You can Watch for Critical Events
and Take Action Immediately
 http://bit.ly/pfclSv

19. What Does ScriptLogic Offer?
Demo!

20. Incident Response
that is Seriously Ridiculously Efficient

21. Incident Response
that is Seriously Ridiculously Efficient
 Jeff Hicks Article: Not Getting the Whole Story? Show Users how
to Recreate Problems
 http://bit.ly/nIL2yC

22. Incident Response
that is Seriously Ridiculously Efficient
 Jeff Hicks Article: Not Getting the Whole Story? Show Users how
to Recreate Problems
 http://bit.ly/nIL2yC
 Jeff Hicks Article: 10 Tips for Cleaning Up a Hard Drive
 http://bit.ly/vULJ7a

23. Incident Response
that is Seriously Ridiculously Efficient
 Jeff Hicks Article: Not Getting the Whole Story? Show Users how
to Recreate Problems
 http://bit.ly/nIL2yC
 Jeff Hicks Article: 10 Tips for Cleaning Up a Hard Drive
 http://bit.ly/vULJ7a
 Greg Shields Video: Controlling App Behavior with Reg Settings
 http://bit.ly/sIKMAn

24. Incident Response
that is Seriously Ridiculously Efficient
 Jeff Hicks Article: Not Getting the Whole Story? Show Users how
to Recreate Problems
 http://bit.ly/nIL2yC
 Jeff Hicks Article: 10 Tips for Cleaning Up a Hard Drive
 http://bit.ly/vULJ7a
 Greg Shields Video: Controlling App Behavior with Reg Settings
 http://bit.ly/sIKMAn
 Jeff Hicks Guide: Migrating Windows User Files & Settings
 http://bit.ly/pdvDY3

25. Incident Response
that is Seriously Ridiculously Efficient
 Jeff Hicks Article: Not Getting the Whole Story? Show Users how
to Recreate Problems
 http://bit.ly/nIL2yC
 Jeff Hicks Article: 10 Tips for Cleaning Up a Hard Drive
 http://bit.ly/vULJ7a
 Greg Shields Video: Controlling App Behavior with Reg Settings
 http://bit.ly/sIKMAn
 Jeff Hicks Guide: Migrating Windows User Files & Settings
 http://bit.ly/pdvDY3
 Jeff Hicks Video: Tools and Techniques for Remote
Help Desk Support
 http://bit.ly/qt6h2d

26. What Does ScriptLogic Offer?
Demo!

27. Getting Your Own RE Help Desk
 Step 1: Implementing a
Ridiculously Efficient Workflow
 Incident Occurrence
 Detection
 Diagnosis
 Repair

28. Getting Your Own RE Help Desk
 Step 1: Implementing a
Ridiculously Efficient Workflow
 Incident Occurrence
 Detection
 Diagnosis
 Repair
 Step 2: Getting Yourself Some
Ridiculously Efficient Solutions
 Prevention
 Computer Management
 Incident Response

29. Resources
• Help Desk Authority Enterprise
• 30 Day Evaluation
www.scriptlogic.com/HDA
• Greg Shields
www.ConcentratedTech.com

30. “SMB IT Simplified”
www.scriptlogic.com/smbit
• Real-world articles
• Industry experts
• Vendor-agnostic
Connect with us and Win!

31. iPad Winner!

32. Questions?