[VIDEO] Using Integrated Tools To Improve IT Service Management
SolarWinds will show how federal civilian agencies use our tightly integrated help desk and remote support software to improve IT service management. This integration provides productivity gains that allow agencies to improve customer satisfaction and accelerate service delivery by simplifying and automating their help desk ticketing and remote support processes. We will demonstrate the integration of Web Help Desk® and DameWare® Remote Support and discuss use cases and best practices to improve service management. The webinar will demonstrate how to: • Connect to remote computers directly from help desk trouble tickets while having easy access to integrated IT asset information for faster troubleshooting • Save remote session metadata including duration, chat history and screenshots back to the IT tickets in the help desk software where the remote session was launched from • Save remote session details for sessions that were started outside of the ticketing system to save the remote session details in either an existing ticket in Web Help Desk, or by creating a new ticket from the DameWare remote session
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