Improving Help Desk Productivity

Great to speak with Raj Sabhlok, President of Zoho, the owner ManageEngine about how they are providing help desks with the tools they need to help users quickly and efficiently.

The company has received certification of its endpoint management application, Desktop Central, with ServiceNow^®. Certification by ServiceNow signifies that Desktop Central has successfully completed a set of defined tests focused on integration interoperability, security and performance. The certification also ensures that best practices are utilized in the design and implementation of Desktop Central with ServiceNow. 

The Desktop Central-ServiceNow integration helps reduce resolution times and increase help desk technicians’ productivity by enabling them to perform Desktop Central’s service operation tasks from the ServiceNow interface. ServiceNow users will be able to:

• Deploy enterprise business apps to users remotely.
• Troubleshoot using remote control.
• Perform remote operations like shutting down, restarting and locking computers.
• Audit the health status of patches, software and warranties, in addition to software compliance and usage in their network.

“The growing demand for integrated IT operations emphasizes the need for integrated endpoint management and help desk solutions,” said Mathivanan Venkatachalam, director of product management at ManageEngine. “Now that Desktop Central is integrated with ServiceNow, enterprises can improve their users’ experience, increase productivity, consolidate service operations, and reduce operational costs.”

In addition, the company just launched its integrated Active Directory self-service password management and single sign-on solution, ADServicePlus, to support Windows Server 2016. This will:

• Reduce password-related help desk calls in Windows Server 2016 environments by letting users reset their passwords and unlock their accounts without help desk intervention.

• Mobile apps can be completely customized to suit the requirements of Active Directory administrators.

This has the potential to save help desks thousands of manhours since more than 80% of the calls a help desk recevievs are related to password management.

"We always strive to provide our customers with support for the latest technologies," said Parthiban Paramasivam, Director of Product Management at ManageEngine. "By supporting Windows Server 2016, we're making sure the transition from old Windows Active Directory domains to the new one won't affect the self-service capabilities of end users."