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FEDERAL WEBINAR: USING INTEGRATED TOOLS TO IMPROVE IT SERVICE MANAGEMENTPRESENTED BY:
ANDY WONGFEDERAL SALES [email protected] (OFFICE)
REBECCA KNUTSENFEDERAL ACCOUNT [email protected] (OFFICE)
MARK SMITHFEDERAL MARKETING [email protected] (OFFICE)
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• SolarWinds® Introduction
• IT Service Management Lifecycle
• Web Help Desk® Overview
• DameWare® Remote Support Overview
• Demonstration
• Q & A
AGENDA
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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SOLARWINDS OVERVIEW
• Over 150,000 customers in 170 countries; SMB to Fortune 500®
• More than 425 of the Fortune 500 are customers
• Every branch of DOD and virtually every Civilian and Intelligence agency
• Forbes® named SolarWinds #11 on its list of America's Best Small Companies in 2014
• Headquarters in Austin, TX
• Federal Office in Herndon, VA
• 1800+ employees worldwide
THE POWER TO MANAGE IT
User Experience
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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OUR VISIONMANAGE ALL THINGS IT IN A HYBRID WORLD
• Regardless of where the applications and underlying infrastructure are deployed
• Regardless of where our management products need to be deployed
• While continuing to take a user-centric approach – only buy what you need, when you need it
Manage All Things IT
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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WHAT WE OFFER TODAYBUILDING TOWARD OUR VISION
Enable IT & DevOps pros to proactively and reactively monitor, alert, troubleshoot and resolve issues
Network Management
Systems & App Management
Database Management
Security Management Tools Pingdom®
Performance
Configuration
IP Address
VoIP
Servers & Apps
Virtualization
Storage
Web Performance Monitor
DatabasePerformance
Configuration
SIEM
Network
User Tracking
Remote Support
Help Desk
Network
Secure File Transfer
Website and Web App Performance
Management
Real User Monitoring
Transaction
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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WHAT WE OFFER TODAYBUILDING TOWARD OUR VISION
Enable IT & DevOps pros to proactively and reactively monitor, alert, troubleshoot and resolve issues
Network Management
Systems & App Management
Database Management
Security Management Tools Pingdom®
Performance
Configuration
IP Address
VoIP
DatabasePerformance
Configuration
SIEM
Network
User Tracking
Remote Support
Help Desk
Network
Secure File Transfer
Website and Web App Performance
Management
Real User Monitoring
Transaction
Servers & Apps
Virtualization
Storage
Web Performance Monitor
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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IT SERVICE MANAGEMENT LIFECYCLE
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
Receive and Log Service Request
Create Ticket
Assign Technician
Resolve TicketCommunicate to End-User
Close Ticket
Obtain Customer Feedback
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REMOTE CONTROL AND HELP DESK TOOLS
A Powerful collection of Windows System Administration tools including Mini Remote Control
DameWare Remote SupportCustomizable and affordable ticketing, request and asset management
Web Help Desk
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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• Simplifies and Streamlines IT Service Management from Request to Resolution
• Automates Ticketing with Rule-based Routing and Escalation,
Real-time Tracking, and SLA Alerts • Fully-customizable Forms that are Easy to Change to Match
your IT Support or Other Workflows
• Link Service Requests into Parent/child Relationships
• Automated Performance Report Generation and Delivery • Customizable IT Change Management and Approval
Workflows, Including Panel Voting
• Customizable Knowledge Base Offers Centralized Knowledge Management and Promotes End-user Self-service
• Simplifies IT Asset Management with Built-in Asset Discovery, or from Import Wizard
• Robust Asset Tracking and Reporting, Including Purchase, Warranty, Inventory and More
• Correlate Tickets and Assets to Spot Problem Systems
• Intuitive and Easy-to-use Web Interface • Utilize Existing Active Directory® and LDAP Infrastructure
• Integration with Orion® Core Products Including Automated Ticket Creation
• Integration with DameWare to Launch Remote Desktop
Sessions from Tickets or Inventory • Affordable Pricing for IT Technician Logins - No Additional Cost
for Client Logins or Managed Assets
•
WEB HELP DESKAFFORDABLE HELP DESK SOFTWARE AND ASSET MANAGEMENT
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© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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DameWare Mini-Remote Control• Easy-to-use remote control desktop sharing to solve remote
users’ issues quickly and easily – Windows®, Linux® and Mac® • Control the users’ computer with true desktop sharing without
locking out the end users to provide true one-on-one support• Central Server component provides a centralized location to
manage users, user licenses, and Global Host List • Built-in chat functionality to communicate with remote user
during troubleshooting or configuration• Click to capture screenshots from the shared desktop to
annotate help desk tickets or document configuration settings• Remote access privilege options via Group Policy; includes
Active Directory integration and single sign-on support• Automatically deploy remote control agents and easily manage
local or remote computers, whether attended or unattended• Support for smart card authentication (CAC) to support users
in highly secure environments• Low cost single installation license with optional server based
licensing for larger teams• Data - Resources
DameWare Remote Support• Includes DameWare Mini-Remote Control• Remote Windows administration without having to take remote
control of the computer• Integration with our Web Help Desk ticketing product• Reboot computers, view and clear event logs, start a remote
console, and start/stop Windows services• Over-the-internet remote access with the help of a secure
internet proxy to connect to agents outside of your local network, without public IPs, and behind firewalls; no VPN required
• Add, delete, and update Active Directory Objects including Organizational Units (OUs), Security Groups, and Users
• Manage multiple Active Directory domains from one console• Low cost single installation license with optional server based
licensing for larger teams• Data - Resources
DAMEWAREREMOTE SUPPORT AND IT ADMINISTRATION TOOLS
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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• Help eliminate complexity of help desk management
• Lower time-to-resolution of IT tickets
• Cut down operational costs
• Improve customer service and satisfaction
EFFECTIVELY MANAGE IT SERVICE REQUESTSSIMPLIFY & STREAMLINE YOUR HELP DESK TICKETING PROCESS
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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DEMONSTRATION
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
THANK YOUQUESTIONS?
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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• Download a free trial: http://www.solarwinds.com/downloads/
• Visit our managing IT service requests website:
http://www.webhelpdesk.com/manage-it-service-requests
• Watch a video on launching a remote session from Web Help Desk: https://
www.youtube.com/watch?v=tiYAtWEwe2o
• Download an IT support whitepaper: http
://cdn.swcdn.net/creative/pdf/Whitepapers/The-Art-of-Organizing-and-Simplifying-IT-Support.pdf
ADDITIONAL RESOURCESLET US KNOW HOW WE CAN HELP YOU
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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• Visit our Federal website: http://www.solarwinds.com/federal
• Call the SolarWinds Federal sales team: 877-946-3751
• Email federal sales: [email protected]
• Visit our thwack® government group: http://thwack.com/government
• Follow us on LinkedIn®: https://www.linkedin.com/company/solarwinds-government
CONTACT USLET US KNOW HOW WE CAN HELP YOU
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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• Challenge• Had difficulty providing end-user and systems support from a central location
• Solution• The Army uses SolarWinds remote support and IT troubleshooting tools to
support end-users and systems from a central location• Results
• Provided better service levels to the agency• Increased productivity of IT staff• Rated their satisfaction with SolarWinds’ products as 10
(most satisfied) out of 10• They purchased SolarWinds products because of
• Scalability / ability to support our growth
Source: TechValidate Federal survey October 2015 http://www.techvalidate.com/tvid/C44-0B1-CB4
SOLARWINDS US ARMY CASE STUDY
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
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• Challenges• They often had to go to the end-user’s physical location to provide support
• Solution• Commerce uses SolarWinds remote support and IT troubleshooting tools to
support end-users and systems from a central location• Results
• Increased productivity of IT staff• They rated their satisfaction with SolarWinds’ products as 8 out of 10
• Their favorite SolarWinds’ products is DameWare Remote Support
Source: TechValidate Federal survey October 2015 http://www.techvalidate.com/tvid/898-F50-1B7
SOLARWINDS DEPT. OF COMMERCE CASE STUDY
Testimonial:“This is the only product I use.”
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
The SOLARWINDS and SOLARWINDS & Design marks are the exclusive property of SolarWinds Worldwide, LLC, and its affiliates, are registered with the U.S. Patent and Trademark Office, and may be registered or
pending registration in other countries. All other SolarWinds trademarks, service marks, and logos may be common law marks, registered or pending registration in the United States or in other countries. All other trademarks mentioned herein are used for identification purposes only and may be or are trademarks or
registered trademarks of their respective companies.
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
