Improve help desk efficiency by implementing an effective event management process
The objective of Event Management is to automate the detection of events and alerts that would potentially impact the operation of IT services as outlined in the ITIL® best practice framework. Implementing an effective event management process can drastically improve help desk efficiency by automating responses to events before they become problems and reducing the detection time when a problem does occur. Help Desk Authority Enterprise Edition offers a number of features to help you effectively manage events on your network to improve help desk efficiency.
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Proactive Event Management
Configure automated responses to network, server, or application events to help prevent incidents before they occur. Restart services, kill processes, reboot servers, or run custom scripts as defined thresholds approach on critical network devices. These preventative measures help to reduce the number of incidents that occur and maximize service availability.
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Reduce Incident Detection Time
When proactive auto-remediation steps do not resolve a problem, an alert can be triggered to automatically create a help desk ticket. The ticket will automatically be given the proper priority as defined by the alert and will be routed to the appropriate technician or group based on the type of device or application that triggered the alert. Once the incident has been resolved and the ticket closed from the help desk, the alert is automatically reset and the device begins monitoring performance once again. Automating ticket creation in this way greatly reduces the amount of time needed to detect and resolve an incident.
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Improved Diagnosis and Repair Capabilities
Help Desk Authority Enterprise Edition provides the technicians with invaluable information and tools to assist in diagnosis and repair of incidents. Help desk technicians have visibility into detailed device information including current and historical alert details, auto-remediation steps already taken prior to the alert, device availability information, network and application performance details, and much more. Technicians also have access to a fully interactive network map that provides a visual overview of network health with the ability to easily view devices and network segments that are having problems.
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Baseline Network Performance
Baseline network, server, and application activity to better determine abnormal behavior. Baselining allows thresholds to be defined based on normal performance for a given time of day or day of the week. Policies can be created to define different remediation actions to be taken for the same event at different times during the day or week. These features help to prevent false alerts and allow for defining automated actions based on your business cycle.
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Powerful Scripting Capabilities
Dozens of pre-defined scripts can be used to perform periodic maintenance tasks or in response to certain events. Scripts can be combined using IF-THEN-ELSE logic to create more advanced maintenance and remediation tasks. Custom scripts can easily be created using any generic scripting language. These powerful scripting features allow for virtually limit-less combinations of maintenance and remediation tasks to be run on any Windows, Linux, or Mac device.
Screen Shots
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PacketTrap IT can be configured to create a ticket within Help Desk Authority once certain conditions are met.
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Detailed device information, provided by PacketTrap IT, can be viewed from within the Help Desk Authority console.
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Detailed network map information with device details, provided by PacketTrap IT, can be viewed from within the Help Desk Authority console.
Features and Benefits
