HP Altris eXpress Helpdesk Solution 5.6 SP1 manual Introducing Helpdesk Solution

Chapter 1:

Introducing Helpdesk Solution

Altiris eXpress™ Helpdesk Solution gives you a low-cost, highly-integrated help desk management system to automate the process of assigning, reporting, and resolving IT system management issues. Helpdesk Solution reduces system downtime across the organization, reduces incoming help calls and problem response time, and notifies administration personnel through desktop consoles or handheld devices. Incident tracking, reporting and integration make Helpdesk Solution a flexible tool to meet the ever-expanding, ever-changing demands placed on your IT department.

Helpdesk Solution is an easy-to-use, web-based solution designed to improve efficiency and reduce costs for your IT organization by reacting quickly to critical problems, allowing you to

•Manage assets and inventories, migrate computers, and deploy software

•Respond appropriately to service-level agreements (SLAs)

•Generate web-based reports to identify worker performance, schedules, histories, TCO and other business-critical information

•Access e-mail alerts or help desk issues remotely from desktops or handhelds

•Maximize worker efficiency by scheduling work items, allowing end-users to create their own work items, and linking similar or duplicate help desk issues.

In many cases, Helpdesk Solution eliminates the need to deploy IT personnel to each desktop, saving support costs and speeding problem resolution. And Helpdesk Solution allows you to easily design and install a system specific to your needs.

A Complete, Integrated System

Helpdesk Solution integrates natively with Microsoft SMS and other Altiris products using Notification Policies that link reports, the Helpdesk Console, and Alert Manager.

Integrate with Microsoft SMS

Helpdesk Solution integrates natively with Microsoft Systems Management Server (SMS). When combined with Altiris Web Admin for SMS, workers can access and extend native SMS features, using features to gather and report the inventory of hardware and software resources, install software packages, remotely control all types of computers, and integrate additional tools and Altiris eXpress Solutions.

Altiris Helpdesk Solution User Guide 9