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Altiris Helpdesk Solution User Guide 9
Chapter 1:
Introducing Helpdesk Solution
Altiris eXpress™ Helpdesk Solution gives you a low-cost, highly-integrated help desk management
system to automate the process of assigning, reporting, and resolving IT system management issues.
Helpdesk Solution reduces system downtime across the organization, reduces incoming help calls
and problem response time, and notifies administration personnel through desktop consoles or
handheld devices. Incident tracking, reporting and integration make Helpdesk Solution a flexible
tool to meet the ever-expanding, ever-changing demands placed on your IT department.
Helpdesk Solution is an easy-to-use, web-based solution designed to improve efficiency and reduce
costs for your IT organization by reacting quickly to critical problems, allowing you to
• Manage assets and inventories, migrate computers, and deploy software
• Respond appropriately to service-level agreements (SLAs)
• Generate web-based reports to identify worker performance, schedules, histories, TCO and other
business-critical information
• Access e-mail alerts or help desk issues remotely from desktops or handhelds
• Maximize worker efficiency by scheduling work items, allowing end-users to create their own
work items, and linking similar or duplicate help desk issues.
In many cases, Helpdesk Solution eliminates the need to deploy IT personnel to each desktop, saving
support costs and speeding problem resolution. And Helpdesk Solution allows you to easily design
and install a system specific to your needs.
A Complete, Integrated System
Helpdesk Solution integrates natively with Microsoft SMS and other Altiris products using
Notification Policies that link reports, the Helpdesk Console, and Alert Manager.
Integrate with Microsoft SMS
Helpdesk Solution integrates natively with Microsoft Systems Management Server (SMS). When
combined with Altiris Web Admin for SMS, workers can access and extend native SMS features,
using features to gather and report the inventory of hardware and software resources, install software
packages, remotely control all types of computers, and integrate additional tools and Altiris eXpress
Solutions.