GroupLink’s everything HelpDesk The Novell Integrated Service Desk Que Mangus Marketing Manager

About us GroupLink Corporation – Based in Bountiful, Utah – Worldwide customer base – Worldwide partners (Novell Channel Partners) – Novell Silver Technology partner for over 12 years – Provides trusted Service Desk expertise, the integrated Service Desk, the implementation know-how, and the training services to help you land the accounts you are currently missing out on. © GroupLink Corporation 2010

Service Desk Benefits A Service Desk helps streamline, organize, track, and report on the human side of IT services and requests. – Better-quality and quicker turnaround for customer requests. – Improves the usage of IT support resources and increased productivity of business personnel. – Increases accessibility through a single point of contact, communication, and information. – Improves Customer Service perception and satisfaction. Service Desks provision management with KPIs – Staff resource usage – Service deficiencies – Service performance and target achievement – Customer training needs – Associated costs of the IT department and its services © GroupLink Corporation 2010

everything HelpDesk Differentiators World Class Customer Service - With eHD you receive personalized, local customer service and support. - Free configuration and business process training is included with every purchase. - Free monthly Customer Webinars featuring latest release features, best practices and other help desk training. - 90% Customer retention rate! - Purchase much more than software, receive a total service solution. - Work with a smaller, well known company that is an expert in service desk solutions. - We have been in the Novell market for over 12 years and we have the knowledge and expertise to ensure you are getting the best solution for your organization. © GroupLink Corporation 2010

everything HelpDesk Differentiators Ease of Use - Intuitive, easy to use end-user submission form - Your end-user will use it! - Higher adoption rate means more satisfied customers. Quick and easy configuration - With just a few clicks of your mouse you can create groups and categories. - Make multiple technician assignments at once. - Only the Administrator can make configuration changes, thus preventing your service desk from an inconsistent setup. Easy Installer - Easy to use wizard installer comes pre-packaged with all of the software components needed to run eHD: MySQL, Java, Tomcat, and eHD software. - Upgrades are simple - just a click of the button and the Installer does the rest! © GroupLink Corporation 2010*Scheduled for 2011

everything HelpDesk Differentiators Internal Asset Tracker - If you don’t have ZENworks or don’t plan on purchasing ZEN you can use eHD’s internal asset tracker. - Import assets. - Tie assets to help desk tickets. - Run reports on troubled assets. - No additional costs to purchase an asset tracker (i.e. ZENworks). Scheduled Automatic Reports - Create custom reports to be set on an automatic recurrence pattern. - Reports are automatically generated on a daily, weekly, monthly or yearly basis. - the custom reports to the contacts you choose (i.e. management, technicians, etc). © GroupLink Corporation 2010

everything HelpDesk Benefits 100% Web Help Desk – Status updates and ticket submission are communicated through the integration. – Schedule tasks and appointments with calender. Integration GroupWise, Outlook and SMTP integration – Status updates and ticket submission are communicated through integration. – Schedule tasks and appointments with Calendar Integration. eDirectory/Active Directory integration – Seamless integration of LDAP for your central repository of your supported client and customer account information. © GroupLink Corporation 2010

everything HelpDesk Benefits Ticket Templates – Three types of ticket templates used for: > Routine requests > Scheduled business tasks > Work flow for business processes – Simplify technician work load by automating routine tasks of updating, tracking and closing help desk tickets. Powerful reporting – Key performance indicators (KPI's) identify problems or opportunities – Create customizable and saved reports © GroupLink Corporation 2010

everything HelpDesk Benefits Searchable knowledgebase – Private and public knowledgebase articles – Google-like search of articles Multi-departmental – Solution is not just for IT, but can be used for many departments within an organization (HR, facilities, maintenance, etc.). Dashboards – Gauge real time performance – Identify trends and quickly respond to critical process issues © GroupLink Corporation 2010

Customer Success Story Inform GMBH “With everything HelpDesk, communication has greatly improved between the technician and the end user. Everyone can see what is happening with their issue.” - Peter Wachs, IT Administrator © GroupLink Corporation 2010

ZENworks Integration Tie assets directly to help desk tickets – The auto-suggest function suggests the user's primary assets or workstation, plus any other workstations the user has accessed. – These assets can be tied to the help desk ticket View all past tickets associated with a ZEN asset – Simple click of a button shows you all tickets associated to a specific asset. © GroupLink Corporation 2010

ZENworks Integration Search ZENworks database straight from the ticket Integration with current ZENworks database – Sybase, Oracle or MS SQL. – No need to import or export assets with this integration. Stay informed with accurate information – Access trouble asset reports grouped by ZEN managed devices. © GroupLink Corporation 2010

ZENworks Integration Launch remote control sessions for ZENworks assets directly from a ticket – Use ZENworks remote control. – everything HelpDesk contains its own VNC for remote control directly from the ticket. – Each time a remote session is started, a history note is placed on the ticket (includes technician name and time stamp). © GroupLink Corporation 2010

Demonstration

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