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Altiris Helpdesk Solution
Create and track IT incidents from any web browser |
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| Altiris® Helpdesk Solution™ is a powerful incident management tool that allows you to ensure infrastructure availability and raise service levels while reducing costs. Designed for quick implementation, it enables you to realize immediate benefits. Helpdesk Solution is built on the Altiris Notification Server™ architecture and is fully integrated with other Altiris components such as asset management, remote control, and Web-based administration tools. The Notification Server maintains the Altiris CMDB and ensures that the most current and accurate information about every Configuration Item is constantly available. Tight integration with other Altiris products allows for Helpdesk technicians to quickly trouble shoot, diagnosis and correct a wide range of complex situations that occur in today’s dynamic computing environments. The solution is now available with shrink-wrapped knowledge base content. |
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| Address Current Problems, Prevent Future Incidents |
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| You want to make first-contact resolution a reality. Helpdesk Solution can help you do that, and empower you to be more proactive, so you can more easily prevent future incidents. The solution is completely Web-based and is tightly integrated with the Altiris Infrastructure to maximize other Altiris solutions. |
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| Helpdesk Solution integrates easily with other data sources, including Microsoft Active Directory and Systems Management Server (SMS), so you can substantially reduce implementation costs and operational impact. And because it's built on .NET Framework, Helpdesk Solution conforms to common IT standards for security, manageability, scalability and usability. |
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| Now Available with Knowledge Base Content |
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| Helpdesk Solution is now available with two optional knowledge base content libraries powered by KnowledgeBroker: |
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| KBI TotalBase Solution supports new and older desktop and Internet applications, operating systems, hardware, and more. |
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| KBI MicrosoftBase Solution supports "everything Microsoft," including all versions of Microsoft desktop applications, a broad range of operating systems, and solutions for Internet problems. |
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| Key Features & Benefits |
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- Complete incident management and resolution capabilities right out of the box
- Role-based security offers fine-grained access control
- Altiris Web reports ensure quality of service and efficient IT operations
- Ensure service availability with integrated server and site monitoring
- Business rules allow for automated escalation, routing and notification of critical events
- Smart tasks are customizable processes that are used to solve common problems in a consistent and repeatable way
- Easy to install, implement, and maintain
- Asset management integration allows the cost of providing services to be accurately tracked and distributed
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The Altiris Helpdesk Worker Report provides a dashboard of information, including incidents currently assigned to or owned by the logged-on worker and one-click access to queues and other Helpdesk Solution functionality. |
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From the Helpdesk Solution console, auto-route work items to specific workers, view contact data, associate and view asset information, notify workers of new items and changes in work item status, and launch remote control sessions. |
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