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© 2015 N-able Technologies, Inc. All rights reserved. 2
Agenda
Introducing N-central 10
Problem with IT Support today
State of the managed services industry
© 2015 N-able Technologies, Inc. All rights reserved. 3
State of the managed services industry
Frank CollettiVP Sales
© 2015 N-able Technologies, Inc. All rights reserved. 4
Technology Trends for 2015
Internet of things
Cloud(e.g. Office 365® & Azure)
Mobile Workers
© 2015 N-able Technologies, Inc. All rights reserved. 5
Differences in Global Markets
North America
Latin America
Europe/ME
Asia Pacific
Africa
© 2015 N-able Technologies, Inc. All rights reserved. 6
Evolution of N-central RMM
Ali MahmoudSr. Product Marketing Manager
© 2015 N-able Technologies, Inc. All rights reserved. 7
Evolution of N-central RMM
v10Help Desk Support
v9.4Help Desk Ticketing
v9.0Automation & Reporting
v7 & 8Antivirus & Backup
Monitoring
© 2015 N-able Technologies, Inc. All rights reserved. 9
Managing multiple tools to do one task
Password Manager
Remote Control
Remote Monitoring
Ticket Management
Four tools for 1 task
© 2015 N-able Technologies, Inc. All rights reserved. 11
Challenging to maintain profitability
Manual ticket management
Manual escalations
Depending on remote control for troubleshooting and remediation
Manual ticket updates
© 2015 N-able Technologies, Inc. All rights reserved. 12
A great IT support experience
8 MINUTES92% Of service tickets answered within
12
6
39
IT Easy – N-Able Customer
© 2015 N-able Technologies, Inc. All rights reserved. 13
Introducing N-central 10
Pat AlbertManager, Product Management
© 2015 N-able Technologies, Inc. All rights reserved. 14
Reimagined to help you deliver better service
© 2015 N-able Technologies, Inc. All rights reserved. 17
Device Dashboard
Single location for all device information.
© 2015 N-able Technologies, Inc. All rights reserved. 18
“It is much quicker and easier to get to the root of issues and resolve them. All without interrupting
the customers work!”N-able partner
© 2015 N-able Technologies, Inc. All rights reserved. 19
Direct Support
Support customers in real-time without interrupting them.
© 2015 N-able Technologies, Inc. All rights reserved. 21
“50% of the issues that we face today could be resolved within the Direct Support console and
would erase the need for a remote control session in these situations.”
N-able partner
N-central 10
© 2015 N-able Technologies, Inc. All rights reserved. 22
Audit Trail
Track support activity so you can update and close tickets faster.
AUDIT TRAIL
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Our deepest PSA & Ticketing integration yet
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Traditional Support N-central Support
A better way to support your customers
Open PSA
Open ticket
Open RMM
Find device
Launch remote session
Troubleshoot problem(multiple windows)
Fix problem(multiple windows)
Disconnect
Open PSA
Open ticket
Type in notes
Update ticket status
User disrupted for duration of support session
User continuesworking during
support session
Open RMM
Find device & associated ticket
Troubleshoot problemwith dashboard
Fix problem remotely without interruption
Push notes to ticket
Update ticket status
© 2015 N-able Technologies, Inc. All rights reserved. 25
“Often, we can solve a ticket in 15-20 seconds that used to take 3-5 minutes.”
N-able partner
© 2015 N-able Technologies, Inc. All rights reserved. 26
Over 100 new features
• Help Desk Support Tools:– Device overview– Direct support– Audit log– PSA integration– Domain user management
• User Interface/Experience
• A la carte Automation & Direct Support
• Granular control for notifications
• Notification workflow
• Support for custom event logs
• New monitoring services (over 500 total)
• Advanced reboot dialog
• New ways to filter and find information
• Customizable HTML notifications
© 2015 N-able Technologies, Inc. All rights reserved. 29
Learn more about N-central www.n-able.com
© 2015 N-able Technologies, Inc. All rights reserved. 30
Learn more about N-central www.n-able.com
N-central Overview How-To Series