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Priscilla Gallagher
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2 With the Henson Group s solution, companies can: Reduce IT help desk costs Improve employee productivity Better allocate IT resources and position IT as a strategic asset Easily manage and maintain a self-service IT help desk

allocate IT resources and position IT as a strategic

3 The Need for an IT Help Desk Knowledge Base Solution IT help desk background Solution Description Description of a solution example Business challenges and how to address those challenges Example of components Example of a solution architecture Technology considerations The Microsoft Office System Value proposition Capabilities Next Steps

to address those challenges Example of components Example of a solution architecture

Today, IT resources can be consumed with supporting end-user questions and issues at the expense of contributing to strategic company initiatives End

4 Today, IT resources can be consumed with supporting end-user questions and issues at the expense of contributing to strategic company initiatives End Users Senior Management Business Impact IT Resources High cost of IT operations Loss of employee productivity IT not focused on valuable, strategic projects

Users Senior Management Business Impact IT Resources High cost of IT

Companies will benefit from centralized, structured, and automated IT help desk solutions using the Microsoft Office System End Users IT Resources Senior Management Self-Service Help Desk

5 Companies will benefit from centralized, structured, and automated IT help desk solutions using the Microsoft Office System End Users IT Resources Senior Management Self-Service Help Desk Solution Business Benefits Improve employee productivity Reduce IT help desk costs Better allocate resources, with IT as a strategic asset Easily manage and maintain a self-service IT help desk

Solution Business Benefits Improve employee productivity Reduce IT help desk costs Better

Business Challenges Higher costs of IT help desk operations Solution Benefits Efficient self-service IT help desk portal Find information with searchable knowledge-base of content Create building

6 Business Challenges Higher costs of IT help desk operations Solution Benefits Efficient self-service IT help desk portal Find information with searchable knowledge-base of content Create building blocks of frequently used information that can be easily updated and shared. Loss of employee productivity Centralized IT knowledge base Easily discover and include sources of external data using centrally located libraries of available data IT not able to deliver true business value to companies Interactive diagnostic and solution tools Enforce labeling and required metadata to ensure consistent tagging and categorization of new content within libraries Ensure consistency in authoring documents with defined document types and templates, including pre defined document rules to ensure proper content is captured, and specify which parts of documents cannot be edited Self-service help desk solution too complex to manage and maintain Administrative console to update, maintain, and extend Define personalized reports and dashboards. Ensure consistent documentation processes by building workflows to automate the process of creating or updating of support documents using out-of-the-box or customized workflow processes. Go live with support content at relevant times through the implementation of publishing schedules associated with specific support documentation to align with new application releases within the organization

Loss of employee productivity Centralized IT knowledge base Easily discover and include sources of external data using centrally located libraries of available data IT not able to deliver true

7 Efficient Self-Service IT Help Desk Portal Easier access to the most popular solutions Better with the 2013 release Value to Businesses with the 2013 Release Save costs by streamlining the process for building sites using structured support repositories Provide better user experiences through structured repositories that align with specifications of the IT department Reduce IT help desk calls through easy-toaccess portal Provide access to all information in one single location Links to other key IT resources

Provide better user experiences through structured repositories that align with specifications of the IT department Reduce IT

8 Centralized IT Knowledge Base Integrated search across all documents Value to Businesses with the 2013 Release Sort by workgroup or solution type Share best practices across users Reduce time spent finding content with an enhanced search that provides more relevant results Find relevant experts in support topics using new search Provide quicker access to potential issue resolution through dynamic linking of the most popular content Better with the 2013 release

search that provides more relevant results Find relevant experts in support topics using new search Provide quicker

resolution report-back forms Extend resolution forms beyond the firewall and to users without InfoPath licenses,

9 Interactive Diagnostic and Solution Tools Easy-to-use wizard 1 2 Value to Businesses with the 2013 Release Reduce issue resolution time through guided, interactive self-service solutions Gain key system feedback through resolution report-back forms Extend resolution forms beyond the firewall and to users without InfoPath licenses, reducing licensing costs and costly client application roll outs 3 Direct link to problem resolution Better with the 2013 release

10 Administrative Console to Update, Maintain, and Extend Quickly add users and groups Better with the 2013 release Manage items, views, and other content Value to Businesses with the 2013 Release Reduce maintenance costs by using familiar technologies Extend solution to more users through quick access to memberships and groups Define personalized reports and dashboards Ensure consistent documentation processes by building workflows to automate the process of creating or updating of support documents using out-of-the-box or customized workflow processes. Go live with support content at relevant times through the implementation of publishing schedules

groups Define personalized reports and dashboards Ensure consistent documentation processes by building workflows to automate the process of creating or updating

Microsoft technology and Henson Group s solution templates can help businesses realize a more streamlined, efficient, and cost-effective IT help desk knowledge base process Transform Information into

11 Microsoft technology and Henson Group s solution templates can help businesses realize a more streamlined, efficient, and cost-effective IT help desk knowledge base process Transform Information into Impact Help all employees improve their ability to contribute to the IT organization s goals of improving efficiency and reducing costs Collaborate More Effectively Get IT teams, employees, and managers on the same page, enabling them to work together more effectively both within their own groups and across extended teams Use Information Integrate Processes Improve the IT organization s ability to anticipate changes to support requirements Provide senior management with better visibility into key IT issues requiring attention so they can gain deeper insights, make better decisions, and take quick, effective action to improve IT operations

managers on the same page, enabling them to work together more effectively both within their own groups and across extended teams Use Information Integrate Processes Improve the IT organization s

12 Contact Henson Group:

How To Create A Help Desk For A System Center System Manager

How To Create A Help Desk For A System Center System Manager System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and