HP Altris eXpress Helpdesk Solution 5.6 SP1 manual Features and Benefits, Customize with Ease

Chapter 1: Introducing Helpdesk Solution

satellites every 4 minutes. Windows accounts (trusted connections) can be used if the Helpdesk identity, VPN, and domains are correctly configured.

•Attachments are stored on the satellites where they were uploaded.

Customize with Ease

Helpdesk Solution is 100% web-based to meet the needs of any organization. Helpdesk Solution provides the ability to extend the database or simply change the look and feel of the interface with the use of any text editor. Helpdesk Solution also comes with a selection of sample consoles that allow users to create their own work items. By allowing end-users to create their own work items, administrators can reduce the amount of time their workers spend on the phone and increase their time solving issues.

Helpdesk Solution improves service levels and reduces IT costs across your organization, allowing you to:

•Notify your IT department of business-critical events

•Allow workers to remotely manage their own Helpdesk tickets from any browser or CE device

•Use a self-help console to reduce the number of incoming calls to the help desk

•Report business critical information via the web

•Quickly install and configure Helpdesk Solution into any business environment.

•Customize the user interface for take advantage of different features and provide a custom look and feel.

Features and Benefits

eXpress provides many features and benefits. The following lists describes some of these features:

Features

1Web-based.

• Allows organizations to easily share and access data

2Resource explorer drill-down.

•Link from Helpdesk allows workers to access summary and detailed hardware and software inventory configuration

3Helpdesk’s self-help center (My Helpdesk).

4Web reports.

Benefits

1Allows each IS and IT organization to effectively communicate by managing all tasks in single web console.

2View complete hardware and software inventory of the problem asset directly from the Helpdesk console.

3Increase service levels by being proactive, notifying users of work item status and allowing them to submit work items and track status 24 x 7.

4Maximize critical data by understanding work item trends and which assets and users require the most Helpdesk resource.

Altiris Helpdesk Solution User Guide 11