1. Are you tired of being the unfriendly unhelpful IT support technician that everyone hates?

2. Everybody Hates You! 2

3. 3 Seen as The Preventer

4. Weirdest Help Desk Questions "How do I remove a sesame seed from the keyboard?" "I need help drilling holes in the wall." "I need you to install a video monitoring system." "Can I turn on the coffee pot with my computer?" "I dropped my phone in the toilet. What should I do?" "I want to download software to change an audio file to video." "How do I pirate software?" "We need you to fix the microwave in the lunchroom." "Can you recommend a good dry cleaner?" "Can you help us get money out of the vending machine?" "My car's cup holder is broken. Can you fix it?" "Can you help me repair a washing machine?" "Where can I find a video of Elvis Presley online?" "Can you help me fix my toilet? "How do I clean cat hair out of my computer fan?" 4 http://www.businessnewsdaily.com/2341-funniest-desk-questions.html

5. Key Message 1: It is All About the End-User The user is NEVER wrong! But she is not always right! 5

6. 6 Service Desk is the Face of IT In a recent survey of IT professionals conducted by Dimensional Research, 71% said that the reputation of corporate IT is significantly impacted by service desk interactions

7. End-User Support Organization Organizations with multiple non-integrated solutions suffer inefficiencies that drag out the resolution process Incident Resolution Process Frustrations Report issue Diagnosis via phone/chat Desk visit Ship system in OR Multiple iterations Re-assign to another support professional

8. Key Message 2: User Experience is King User Experience More Important than Resolution Rates! Solving Peoples Problems vs Fixing Machines 8

9. Initiate support session from ticket email confirmation All session transcripts saved within ticket End-User Support Organization Best Practices: Remote Collaboration Initiate support session from within ticket Survey to measure and track customer satisfaction Remediate with a few clicks from management console

10. End-User Support Organization Best Practices: vPro Support Support for vPro allows IT admins to take control of crashed systems by establishing a hardware channel of communication Hardware Management Channel Software Management Channel Agent OS Hardware

11. End-User Support Organization Best Practices: Proactive Monitoring Proactively monitoring IT assets and alerting users before critical events occur can help organizations save money by avoiding attacks and shutdowns Monitor IT Systems Alert before incident occurs

12. Resources Test-drive a KACE appliance by downloading a free trial http://www.kace.com/trial Download the Using Bomgar with the Dell KACE K1000 Management Appliance technical white paper at: https://www.kace.com/resources/Using-Bomgar-with-the-Dell-KACE-K1000-Management-Appliance Download the Dell KACE Remote Management with Intel vPro Technology technical white paper at: https://www.kace.com/resources/Dell-KACE-Remote-Management-with-Intel-vPro-Technology Download technical white paper on linking the Dell KACE K1000 Appliance with Dell OpenManage Essentials: – https://www.kace.com/resources/Managing-Servers-with-Dell-KACE-and-Dell- OpenManage-Essentials https://www.kace.com/resources/Managing-Servers-with-Dell-KACE-and-Dell- OpenManage-Essentials Attend a live demonstration of KACE Appliances http://www.kace.com/livedemo/ View a screenshot tour of KACE Systems Management and Systems Deployment Appliances http://www.kace.com/products/systems-management-appliance/screenshots/ 12

13. Thank You Contact KACE 1-877-MGMT-DONE www.kace.com sales@kace.com #DellKACE facebook.com/KBOXbyKACE.com/kboxbykace KACE Systems Management Kommunity