Service Desk

The Altiris Service Desk is a fresh approach to providing services and support to your business. It can transform the role of the service desk or IT service management in your organization by uniting disparate groups with common data and ITIL best practices. The Altiris Service Desk provides your service desk staff with the systems management tools they need to resolve virtually any issue, through the browser, without leaving their desks. Based on modern Web and database technologies, it's fast, flexible, easy to implement and manage, and enjoys complete commonality with other Altiris solutions, saving you money in training and ongoing administration costs. To view related white papers, click here.

CHALLENGES

IT departments are feeling pressure to trim costs and align their activities with the needs of the business, or risk being outsourced.

• Lack of defined processes for incident, problem and change management create inefficiencies in the service desk
• Poor integration between legacy service desk tools, the CMDB and systems management tools lead to wasted time
• Service desk technicians lack the tools they need to resolve issues on the first try
• The cost of maintaining legacy help desk software is very high
• Lack of automation leads to excessive manual effort needed, even for simple requests like new software

ALTIRIS SERVICE DESK TOOLS

A comprehensive service and asset management strategy starts with the systems management tools that make life easier for your staff. Such a strategy makes it much more likely that they will embrace new initiatives while generating the metrics needed to prove results. Quality of service can be significantly improved by providing technicians with direct access to configuration details on the devices they support. Systems management tools pre-integrated into the service desk provide a greater likelihood that issues will be resolved on the first try, with a more comprehensive ability to resolve the issues that previously would have required rebuilding the user’s computer or a deskside visit.

Leader in Service Desk Management

Click here to learn how Altiris is positioned as a leader in The Forrester Wave: Service Desk Management Tools, Q1 2006 report. Altiris Helpdesk Solution is ranked as a leader in the Wave for Small Enterprise Service Desk Management Tools and as a strong performer in the Wave for Large Enterprise Service Desk Management Tools.

Altiris Juice

For more information, articles, and links about Helpdesk Solution on the Altiris Juice, click here.