everything HelpDesk The ZENworks 10 Integrated Help Desk Solution

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everything HelpDeskThe ZENworks 10 Integrated
Help Desk Solution

• GroupLink Corporation

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The Challenge

• Have you and your I.T. department heard questions
  like these before?
• Can we search for our ZENworks assets directly
  from our help
• desk tickets?
• Is there a report can we run to see all tickets
  tied to our
• ZENworks assets?
• Can you run a troubled asset report for our
  ZENworks
• managed devices?
• How can we remote control ZENworks assets from
  our help
• desk tickets?
• Is there a help desk that integrates with
  ZENworks 10?

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The Challenge

• Are you tired of hunting for a help desk solution
  that answers all of these questions with powerful
  ZENworks 10 integration?
• Then look no further. GroupLinks everything
  HelpDesk, the ZENworks integrated help desk
  solution, can resolve all these issues for you.

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The Solution
Key ZENworks 10 Integration Benefits

• Tie your ZENworks assets directly to eHD Tickets
  for true
• integration.
• No need to import or export assets eHD
  integrates with your
• current ZENworks database (Sybase, Oracle, or
  MS SQL)
• Search your ZENworks database straight from
  within eHD
• Tickets.
• Stay informed with accurate information from
  troubled asset
• reports grouped by ZENworks managed devices.
• excluding ZENworks embedded Sybase DB

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The Solution

• Launch remote control sessions for ZENworks
  assets from your
• eHD ticket.
• A history comment, stating that a remote control
  session was
• started, the technicians name, and a time
  stamp, is recorded in
• the History Comment Section of a ticket.
• With the click of the mouse you can see all past
  tickets
• associated with specific ZENworks assets.

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Avoid the costly expense and headaches from not
having a help desk that integrates with ZENworks
10.With GroupLinks everything HelpDesk
ZENworks 10 integration is possible at last.
everything HelpDesk
Heres How!
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Scenario
Vernon County School District purchased ZENworks
10 one year ago and has add great success with
its implementation. Right from the start it was
apparent to the District that having a help desk
that integrated with ZENworks would make their
processes more efficient and would help them make
better informed decisions when it came to their
assets. They reached high and low for a ZENworks
10 integrated help desk only to hear time and
again that there was no such help desk. Just when
they were about to give up hope they caught wind
of the ZENworks 10 Integrated Help Desk by
GroupLink. They purchased the software and
quickly the powerful integration took place. To
get started the I.T. supervisor logged into the
HelpDesk and initiated the eHD integration with
their current ZENworks database.
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Scenario
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Scenario
Next the supervisor and the technician staff used
the powerful integration to search for assets in
the ZENworks database and then tie them directly
to eHD Tickets. They quickly saw the true
integration points as the ZENworks database
search automatically populated with the Ticket
Contacts Primary ZENworks Assets and a list of
assets the Contact has logged into.
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Scenario
They continued to be amazed as they used the
ability to remote control the ticket Contacts
computer directly from the eHD Tickets, with the
simply click of the mouse on the remote control
icon on the ticket.
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Scenario

• They Stay informed with accurate information
  about their computers and other assest from
  troubled asset reports grouped by ZENworks
  managed devices. This enabled them to quickly
  replace certain types of mother boards and video
  cards that were faulty before their warranty
  expired.

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Scenario
The reporting capability was awesome for their
troubled asset reports as well as the ability to
view all tickets associated with an asset.
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Summary of Benefits

• Using GroupLinks everything HelpDesk, The
  ZENworks 10 Integrated Help Desk Solution, Vernon
  County School District was able to find the
  ZENworks 10 integrated help desk they were
  searching for. Not only did this solution help
  their processes become more efficient and enable
  them to make better informed decisions when it
  came to their assets, it also quickly paid for
  itself with huge returns on the initial
  investment by
• Lowering the Total Cost of Ownership for the help
  desk and ZENworks.
• Ridding the District of its inefficiencies poor
  decisions when it came to their assets.
• Allowing the I.T. department to spend its time
  resolving important issues with its assets
  instead of trying to manage them with
  insufficient data.
• Creating an audit trail for their assets that can
  be used for future analysis and reports that the
  I.T. department can use to make better decisions
  about asset purchases and the man hours needed to
  properly maintain them, saving thousands of
  dollars yearly.

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Summary of Benefits
Remember

• The application not only perfectly integrated
  with ZENworks 10 to give you more informative
  data for decisions about your assets, but is also
  provides a smooth solution for your IT help
  requests.
• End users can fill out a ticket to request IT
  support, as well as track their requests from the
  same place. This will help resolve questions such
  as
• - Why do our users never fill out the
  appropriate paper work to request help?
• - "Hey can you help me?" phone calls.
• - How can I possibly have enough time in the day
  to call back and update the user on their
  request?
• Manage your Business processes and routine
  requests and tasks with eHDs
• Ticket Templates and Workflow.

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Next Step
Thank you for viewing GroupLinks demonstration
of everything HelpDeskTM The ZENworks 10
Integrated help desk Solution. The product has
much more functionality than we were able to
show, so we hope youll join us for a free online
demonstration. We want to answer your questions
and get your input. To schedule a personalized
online demonstration, contact Casey Trujillo at
ctrujillo_at_grouplink.net or (801)
335-0708. Thanks!