Cost effective solutions for end user management.Are you struggling to provide your customers a higher service level while being mandated to maintain or reduce your support costs? If so, end-user (job) end-user - The person who uses a computer application, as opposed to those who developed or support it. The end-user may or may not know anything about computers, how they work, or what to do if something goes wrong. systems management solutions are a new technology that can help, by enabling a more efficient and proactive help desk and increasing your value within the organization. One sure way to reduce the number of end-user incidents coming into the help desk is by addressing impending im·pend intr.v. im·pend·ed, im·pend·ing, im·pends 1. To be about to occur: Her retirement is impending. 2. availability and performance issues before they become critical to the user. For issues that do make it to the help desk it is important to resolve the incidents more efficiently through faster problem identification and resolution. End-user systems management tools do both-and complement help desk application and traditional system and network management tools by providing an end-user perspective. Reducing Support Cost and Time per Incident By eliminating the dependency dependency In international relations, a weak state dominated by or under the jurisdiction of a more powerful state but not formally annexed by it. Examples include American Samoa (U.S.) and Greenland (Denmark). on the end-user, and a trip to the desktop to gather critical incident-related information, you can reduce the time and associated cost to identify the cause of reported issues. Technology that operates 24X7 collecting desktop application, system and network data leading up to a fault, and without the need to recreate the crash, can provide level 2 and 3 support a complete picture for root cause determination. This can be done without a reliance on the end-user to answer "What just happened?" Enterprise Scalable Monitoring Improves Responsiveness A scalable, enterprise-wide monitoring solution for desktops, laptops and end-user applications, operating through a single real-time 1. real-time - Describes an application which requires a program to respond to stimuli within some small upper limit of response time (typically milli- or microseconds). Process control at a chemical plant is the classic example. alert console, and integrated e-mail functionality, enables support personnel to monitor and automatically forward critical end-user alerts, along with associated contextual information, to the help desk and appropriate development teams for fast resolution even before incidents are reported by the end-user. Using Existing Support Tools Enhances ROI (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). End-user systems management tools must integrate with help desk applications and system management consoles A terminal or workstation used to monitor and control a network. See Microsoft Management Console. through an easy-to-use configuration wizard Instructional help in an application or system development environment that guides the user through a series of multiple choice questions to accomplish a task. For the most part, wizards are more effective than the help menus found in most applications, which often border on the atrocious. . Users should be able to specify which alerts should be forwarded, and to where. Predictive Analysis and Reporting Reduces Incident Volume Trending data is much more important than static data because it heightens awareness of impending issues. Company or industry standard indices enable benchmark monitoring of application response time, availability and resource utilization trends across the enterprise. End-User Perspective Provides for Business Unit Alignment Business units depend on the help desk to know which applications are critical to their needs. If a critical business application is affected, they don't care
"Don't Care" is a 1994 (see 1994 in music) single by American death metal band Obituary. where the problem is--they want fast resolution. Having a system and network management solution that does not provide an end-user perspective is incomplete and often leads to finger-pointing when the specific root cause can not be identified. An end-user system management solution completes the view and provides analysis from the end-users perspective. Intelligent Solutions are exhibiting at the Helpdesk & IT Support Show 2004, Olympia, London Olympia is an exhibition centre in Hammersmith, London, England. It opened in the 19th century and was originally known as the National Agricultural Hall. Erected in 1886, by Andrew Handyside of Derby it covered an area of four acres. . April 27th-29th www.helpdeskshow.com |
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