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A Hearty Helpdesk Means a Healthy IT Infrastructure

Another password reset – call the medic, no, call the helpdesk! Just like every community needs a hospital, every organization needs its helpdesk. In fact, helpdesks go beyond helping end users or providing basic IT support tasks. As Aroop Menon writes for ITSM Review, helpdesks do nothing less than ensure the health of all IT resources for the entire organization.

A Common Cold of Business IT

When a team at Forrester research looked at how IT professionals manage business-critical IT applications, they found that over half surveyed cannot resolve a quarter of their critical performance issues in less than 24 hours. Most IT pros spend the lion’s share of their time troubleshooting network and security issues. And network visibility is the culprit when it comes to resolving those issues in a timely fashion.

6 Helpdesk Tips for Fixing Network Issues

Menon offers six tips as an antidote to help relieve network issues using the helpdesk solution:

  • Use helpdesk solution that integrates well with a network monitoring solution and lets you configure helpdesk alert filtering rules.
  • Configure your network monitoring tool to share its alerts with your helpdesk software.
  • Incorporate a standby server to back up your data. A failover server is helpful for switching over the data.
  • Set up your helpdesk solution to receive and assimilate alert data and automatically assign tickets to specific technicians.
  • Use a helpdesk solution that automatically triggers new alerts and notes updates on existing tickets according to changes within the network parameters.
  • Configure alert variables to filter alerts based on severity and location. (This can provide information about your operating system, machine type, IP address, DNS, total memory, system name, location, alert type, etc.)

There may not be a cure for the common cold of business IT, but a helpdesk solution aligned with an effective network monitoring tool can certainly offer a dose of good medicine.

Read more at: http://www.theitsmreview.com/2014/07/helpdesk-software-contributes-health-infrastructure/

About Eric Anderson

Eric Anderson is a staff writer for CAI's Accelerating IT Success. He is an intern at Computer Aid Inc., pursuing his master's degree in communications at Penn State University.

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