How IT Service Management (ITSM) Can Benefit from Integrating Remote Control and Support Tools

How IT Service Management (ITSM) Can Benefit from Integrating Remote Control and Support Tools [51:08]

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Video Transcript

Hi everyone. Welcome to this webinar. It's titled, “Bridging the ITSM Divide: How to Integrate Help Desk and Remote Support Software for Faster Resolution.” My name's Josh Berman. I'm the product marketing manager for SolarWinds security and tools products. Thank you so much for joining us today.

So, I want to start things off by taking a look at our agenda, but before we do that, let me touch on some housekeeping items. If you have any questions throughout this session, I strongly urge you to submit them over chat to all panelists, so we can take a look at them as a team. We have some folks that are pounding away on their keyboard online here, and they're ready to answer any of the questions that you have. We also have a Q and A session at the end of this presentation where we can answer your questions live, especially if they're really good ones that we think the entire audience could benefit from understanding.

So, running down the list, we have some introductions. I'll introduce some of our guest speakers that are going to join me for today's session. I want to talk a little bit about the IT service management, or ITSM, challenges that so many support organizations face, and also relate them back to the different tools that they use to remedy some of those concerns. There's more to that than meets the eye, so we'll talk about that here in a second. We also want to touch a little bit on the resolution workflow that many businesses undergo to solve a variety of IT issues. Anything from the dreaded, "I have an issue with my computer" and it needs a simple reboot to something more severe. Then, we'll move along to talking about the ITSM tools divide, which we described in our brief synopsis of this event. We really feel like there are a bunch of different tools out there on the market that a lot of businesses will use to cover their different support needs, but the fact that many of them don't integrate with one another can actually be compromising to their end game. So, we'll dig into that a little bit more as well. Then, lastly, I want to introduce you to SolarWinds' Help Desk Essentials Pack. It's the two-in-one combination of Web Help Desk and Dameware Remote Support, two products offered by SolarWinds, and talk about the benefits of integrating those two solutions. You know, I see out there in the audience, we have a few customers, but a lot of folks that have not been introduced to these products at all, so this will give you a high-level overview of both of them. And then also talk a little bit about how they integrate with one another, and the other advantages of that integration.

So, moving on. I'd first like to introduce you to Milan Hulik. He's our Product Manager here at SolarWinds, for a number of our tools products and also our free tools, which many of you may be aware of. Milan, if you're out there on the line, give us a shout and tell us a little bit about your background.

Hey, Josh. Hello, guys. I'm happy to be here. So, Josh already mentioned most of the things. My name is Milan Hulik, and I've been with SolarWinds since 2012. Currently, I work as a product manager for systems management tools and free tools. So, that includes Web Help Desk, Dameware, and some of the other things, as well.

Awesome, awesome. And Milan, you're joining us from Brno, is that correct?

Exactly. I'm joining you from Brno, Czech Republic.

Awesome, well, thanks so much for meeting us here, which I think is a little bit late in your time zone. But I really appreciate you joining us on the call. So, I want to kick things over and introduce Aaron Richardson. He's an engineer here at SolarWinds. Aaron, tell us a little bit about your background, as well.

Sure, so I've been a number of years in the IT industry. I did a, did a stint in working help desk for a few years. Transitioned over into an engineering role, and then a sales engineering role with IBM. So, it's really helped me gain an understanding not just from the help desk user's perspective, the administration perspective, but also I gained a pretty good insight into large business, large enterprise, as well as small business.

That's fantastic, and that actually will be quite helpful when we're discussing these topics of the different tools that the support organization needs on their day-to-day to handle internal and external customers. Both of you guys bring a lot to the table in that discussion. So, let's jump right in and talk about the theme for today's event. And the way I want to introduce this is to really discuss some of the challenges. Help desk, service desk, tier one through three support professionals, there's so many different names. And I know that the way those parts of the business are truly defined will vary across an organization.

One thing that's really important to note is that they're serving end-users, and end-users can be internal to a company. Like we have at SolarWinds, we use one of our main help desk products called Web Help Desk, which we'll introduce later today - we use that on an internal basis to support folks like myself in solving different issues. So, if I have some sort of browser issue or something like that, I just send a note to our help desk team or submit a ticket, and they'll come and help me resolve that issue in a variety of means. They can also be supporting external players. So, in the event of a service organization of some sort, or any company that has customers that are external to their business, they can use these types of tools to help solve issues. But, along that process, they come across a number of different challenges. I have a bunch of them up here on the screen.

One point that I want to really hit home today, and I kind of talked about it in the agenda, is that these companies will rely on a multitude of different tools to help them combat these concerns to help drive efficiency, to help troubleshoot issues faster, and ultimately, lower mean time to resolution for IT issues, large or small. But, the fact that many of these solutions that they use, be it a ticketing solution, an asset management solution, remote support tools, customer service software, those types of things, they—if they're not integrated with one another, then they're doing nothing more than harming what is a meaningful attempt to try to combat these concerns that I have on the screen. And so, I want you guys to think about that and kind of internalize that as we move along with the conversation, because I think it's really important to note that the divide that you see between these ITSM tools can do nothing more than harm that outcome. When, truly, they're intended to help benefit a business.

So, another way that I want to talk about this is to revert back to the resolution workflow. If any of you have been—is familiar with SolarWinds and what we do as a company, we have an incredible resource at our hands called THWACK; it's our online community of over 130,000 IT professionals. And each year, we have, for the past five years, we host THWACKcamp - it's a two-day session where it's an online event where people can come in and attend. It's like attending a trade show from your desk, and you can participate in variety of different talks. And it's just really a fantastic educational session, all offered for free for any user of THWACK. So if you're not a member of THWACK, I encourage you to check it out.

So, just this past couple months ago, we hosted a session with THWACKcamp 2017. It's called: “If It's Not in the Ticket, It Didn't Happen.” …which I'm sure many of you are chuckling at your keyboard about, because you probably said it once or twice in your time in the trenches of support. But as part of that session, we talked about this resolution workflow. And some of the points that we wanted to make, and I wanted to reiterate from that session is that, you know, this is kind of like an ideal process for everything a support organization must go through. Each of these kind of pseudo stages in the lifecycle of handling a support issue. And to accomplish this task, there's a need for many different tools. I alluded to some of those before. But what's really interesting about this is a lot of businesses will rely on software that really only handles about three of these points. It'll handle the ticket creation aspect, the ticket assignment and routing, and then it'll handle the ticket resolution part of the process, but there is a definite need to handle this entire workflow. And with that, you need the ability to tap into assets and understand who is using what, or who owns what, and really get in and diagnose those issues. If it's like a process issue, you need to be able to—on the remote support side, having a tool there, you need to be able to remotely access somebody's workstation and immediately address those concerns, start or stop an application, or just generally try to figure out what's going on and document all of that, as well.

Lastly, there's also a need for handling that resolution, which is a really big part of the process, which can be covered by most ticketing solutions out there. But another component is also managing expectations and tracking performance of techs and teams. That comes through in the customer satisfaction component, and being able to survey people after response. So, before I go too far into things and jump into other points here, Milan, I know that you have some perspectives on this that you want to share. Tell me a little bit about what you're thinking.

Josh, you asked me the right thing here. So, we're looking at the resolution workflow, and I hope that in here, in the remote support tools, are natural complements, and part of every technician's workflow, basically. You have to track incidents and service requests and in many cases, you need to connect remotely to fix an issue or collect more information as part of the investigation. So, it's basically a no-brainer that these workflows should be smooth, without unnecessary steps and promptly moving around between systems. So, that's a lot of the reason why we put together this resolution workflow, which explains how this process looks like. And when I look at this workflow, I might see three to four different tools covering it. So if you could jump to the next slide, I'll talk about those tools a little bit.

Yeah, let's do that.

So, one of the things at the beginning was how the ticketing system that would take care of the ticket creation, assignment, and routing and escalation in here. The second tool could be an asset management system that would take care of asset tracking and mapping, often discovery as well. Third round is the remote access tool, to access the endpoint in order to fix the problem. And the one that's not mentioned in here could be a customer-satisfaction survey tool that would cover the last part of the workflow that we've seen on the previous slides. So, those are the things that I'm seeing here. Josh, are you seeing anything else in here?

Yeah, I mean, the fact that, you know, businesses could rely on three or four different solutions to try to help them meet all these business needs and try to effectively resolve issues as quickly as possible, that is of concern, especially if those tools are not talking with one another. I'm really glad that you reiterated the fact that the customer satisfaction thing is big. In my past experience at my last company that I worked for, we used that type of information to guide actual business decisions. We'd gather information on our ability to solve issues, and that would inform the performance of an individual tech. Be it, you know, level one, level two, level three, or tiers, if you use that terminology. And then also it could tell us, it could guide us on whether or not to, you know, make business changes. Like, do we need to bolster the amount of tier two techs that we have available? Or do we need to up the game of our tier one, or level one, technicians, so that they can handle a wider breadth of IT issues or service issues that they may be encountering, which is a big trend going on right now. So, I think the fact that you bring that back into the picture is a really important note. It's really something that's kind of trending in the industry right now.

And the only other point that I just want to hit on the head again is that there are a lot of different solutions that do this. And we actually have some here at SolarWinds. We have one solution, Web Help Desk, which I mentioned before, that combines both the ticketing and asset management functionality, in addition to a bunch of other things, including that customer satisfaction piece. Which we want to show, we want to demonstrate to you some of the benefits of as an example of why someone might be needing this type of a solution. While we kind of transition things over to Aaron to help us with that example and really demonstrating the benefit there, I really want to talk about another component of this, which is just documentation. That was something that we brought up on numerous occasions in the THWACKcamp session that we hosted just months ago. And documentation is so incredibly important throughout this process. So, integrating can mean connected and communicating, but if they're not passing that information between products and not sharing that information effectively, it can be a detriment to your efforts to solve issues. And one other point that I want to make is that the ability to use that documentation for self-service, which is a big component of just managing end-users and their expectations. Having the ability to document things, which I'm sure Aaron will touch on here in a bit, as he pulls up Web Help Desk. And using that information internally for your team to improve their ability to resolve common issues, or even present that information externally to someone submitting a ticket so that they can head off issues on their own and just solve problems on their own, means you cut down on the time it takes to resolve issues. It means you save money for your business, because you're not hunting down answers and you're not resolving things that had already been resolved before.

So, I digress. I think we should kick it over to Aaron. He can show you just a taste of some of this functionality. There's really so much to talk about here, but Aaron, let me pass it over to you.

Thanks, Josh. And you really kind of touched on the nitty-gritty of it, right? Those of us who've worked help desk, we know that it's all about communication. It's how we communicate with our end-users, how our end-users communicate with us, and when that communication is really flowing, when we're able to fully interact, that's when our end-users are happiest. And as technicians, that's when we're happiest because people aren't ambushing us in the hallways - they're not always mad at us. We see our CSAT scores go up quite a bit, because they understand that we're actually out there doing the work. What we do with help desk is we really enable that communication. And so what we're looking at here — I'm not going to go into how a ticket gets opened by the end-user. We can do that either in another webinar, or on a sales call. I'd be happy to walk anybody through that. I will just say that we've got a number of ways that we can do that. The two most common are either ingesting an email, and opening a ticket that way, or with a self-service portal, where an end-user can come in, fill in as much detail as we need from them in order to get their tickets, so that we can properly help them.

What I do want to touch on real quick is how we can communicate within our own community. So what I've got up is a quick dashboard view. I think of this sort of as a managerial-type, graphical interface. When I was working help desk this isn't necessarily where I as a technician would have gone, but it helps me to get a quick view, as a manager, of who's doing what, how we're performing relative to certain metrics. Not only that, but I can dig in. So, if I take a look at status, and I see that I've got a whole bunch of open, but not pending, I can click on that, and I can begin to dive through and see which one of my tickets and get some feedback - who's the latest tech, the latest note from a technician, and so forth.

As a technician, however, I would typically live in the My Tickets area. And that's because I was out walking around the campus. I would, you know, as I was walking around, I had a small sheaf of papers, telling me who had what problem, where they were, limited notes that I was able to gather on the phone before going out. When I came back in, all I really wanted to do was just document. Just close it out as quickly as I could, move on to the next ticket, grab as many tickets, because that's what we were all about. So, you know, coming in, filling in some tickets, giving it some notes, and then some of the interesting things here, and these are some of the things I love, Josh, you've touched on it, and that's the knowledge base and how we can create a knowledge base for our end-users for self-service. As I fill in these notes, we've got the "Create an FAQ," or "fack." And creating an FAQ directly from my notes, as I'm fully documenting this from out walking around or whatever, allows me to, it's what I call "creating a FAQ on the fly." So I can publish these things out to my end-users without taking any additional time to write these FAQs, saving myself, because I'm not a document-loving guy, I want to do it one time and be done with it. I can document my time, I can change the status to Closed or even Resolved. Resolved is one of my favorite statuses, or "stati." Because what it allows the system to do, is it allows the system to send out an email to my end-user saying, "Aaron reports that he has serviced your problem. If the problem is gone and you're happy with it, please take no action and this ticket will auto-close in (some defined amount of time)." And at that time, we'll also send them a customer sat survey. So, I love that. Really powerful. But also, when we get into the communication, I can send, directly from my notes, a note to the client letting them know every step along the process of what it is that I'm doing and then how I'm progressing. So, from within the ticketing area, I can spend just, only as much time as I need to in order to set that up.

We also get the team player view, which is the group tickets, which allows me to go into my group tickets, find out either where Josh has been working on something and maybe he's out of the office, maybe he's doing something else. I can take that ticket, I recognize the problem, I'm just going to knock it out for myself. So, those are some of the most powerful things. We could touch on approvals, but I really don't think we've got the time for that today. A very powerful aspect of Web Help Desk, when it comes to the communication aspects. And do I need approvals for, you know, to purchase something? I think we did, in our webinar the other day, where we incorporated other departments. That's another beauty of Web Help Desk, is that it's not just IT. We can span the entire corporate divide in order to enable that communication. We'll get in and we'll touch on Assets and Clients. We can read our clients in from AD and LDAP, for those that are wondering. And we can read our assets in from a number of different sources.

Yeah, so, that's great, Aaron. And I really appreciate you kind of just giving a higher-level touch on the product. I really—you know, something that we've always talked about between you and me, and some of the other folks on our team, is that this is a communication tool. And I really like that that's the way you've chosen to describe it, because it's so true. Like you mentioned, picking up where another tech left off - handling that transition, for a lot of companies, without the right tools at hand, is actually a very difficult task, and what that creates is extra cycles, or lag time, in your ability to resolve the issue. And on the other end of it, think of the end-user and what they're experiencing. If they have no access to the internet, or they have no access to their email or whatever it is, that causes a loss of productivity… that the end result is a loss to a business, financially. It can be that severe for a lot of companies, and so it's a great point.

Also, there's nothing more frustrating to an end-user than to submit a ticket or to tell somebody about a problem and then pass two or three days and not hear a single thing. And you know, they really start feeling ill toward the help desk department. Even though, on the help desk department side, there's probably quite a bit of work going into researching the problem, finding out on Microsoft KB, or somewhere, talking within themselves: how do we solve that problem? There's a lot of work going on, but without that communication back to that end-user, as far as he knows, the technicians are just sipping coffee.

Yeah, exactly. And that's why, in the THWACK session, THWACKcamp session that we hosted, we kept talking about the importance of documenting things. Especially throughout the process of resolving that issue and having the tool that can be that touchpoint and enable that communication back to the end-users is so critical. So it helps on your team and it helps with when you're facing your customer, your end-user, and trying to keep them apprised of the situation. I mean, they'll go off and try to solve the problem on their own. And who knows, they could be creating even more work for you in the long run.

Yeah, we've never seen an end-user create more work for me in the long run.

[Laughing] I sense a lot of sarcasm there. Well, is there anything else, Aaron? Or, Milan, did you want to touch on anything in the products, since you're so heavily involved in its development?

How about we show them the integration now?

Ah, okay, all right. Someone's itching to move further ahead. Well, hold on a quick second, Aaron, because I want to talk about some points before we jump into that. And as a quick reminder, for all the folks out there listening, we've seen a few questions come in, which we've been able to answer here. But I do want to remind you that if you have any questions, you can submit them over chat. And please do chat to All Panelists, so that we can, our team can collectively take a look. If you just send it to the SolarWinds webinar person, then it just goes to one individual. We'd all like a stab at helping you resolve any questions that you have.

So, moving on. Milan was, and rightfully so, itching to talk about, how do these two products, Web Help Desk and Dameware Remote Support, integrate. Well, let's just bring it back to that higher level.

The purpose of this webinar is to talk about why there's a divide, what tool is a business using, what issues does that divide cause? And we've touched on all of that. We also touched on the fact that SolarWinds has a solution that manages both the asset management and the ticketing functionality, which we showed you, briefly, with Web Help Desk. And then also, we do have a remote support tool, remote access and remote control solution, called Dameware Remote Support. And these two products integrate quite nicely together. So, we've listed out some of the fine points here of what they can do, but Milan, why don't you give us a quick, high-level overview of some of the points you'd like to address here?

So, from a business perspective, as far as the tools go, I mean, there is always a lot of tools that can do the job. But people tend to prefer to have something— one tool that can do everything for them. So, the idea on here is to have one integrative solution that can follow them through the workflow that we've seen before, and this really is the key, from an efficiency perspective. And the more tools you try to get the technicians to use, the harder it becomes. So making sure that everything is as integrated as possible is the key to success. What we have is an integration between Web Help Desk and Dameware, where by a single click within Web Help Desk you can connect to that asset directly, fix the issue there, and disconnect. You can save remote session metadata, which will be data including time of connection, username of technician who connected, time of disconnection, reason of disconnection. You can also use its embedded chat within Dameware and chat with the client on the other side and save the chat history, as well. You can take as many screenshots as you wish and save them back to the IT tickets in the Web Help Desk. So that's the core functionality of the integration. It's really simple: by one click, you connect to the thing, and by another click, you disconnect. And then you basically continue working. You either fix the issue or you either collect enough information as you wanted from the remote machine.

Yeah, and that piece could be incredibly helpful if, say, a tier one technician or whoever's on the first point of contact for an issue might do some troubleshooting. It's incredibly helpful, even if they can't resolve the issue, to collect a bunch of information that's going to help someone else, at a higher level, remedy things and figure out how to address that concern. I think you hit on some really, really good points here. We probably should just jump in and show how this product works and the true integrations. Let me advance things here and we'll get Aaron to share his screen here in a second. We can show how these two products work together.

All right, so what I want to do is I want to focus on a use case and put ourselves in the mindset of the end-user. So, the use case here is we're going to have a technician who's manning the phones, we're going to ingest a call via a phone call, right? So, let's put ourselves real quick in the mindset of that end-user. That end-user's calling in with a problem. They really don't want to feel like they are tier two, tier three in the priority list. They want to feel like, "I'm calling in with a problem, please just help me." So, trying to, you know— we obviously have to ask a few questions, get some key data points, but we don't want them to feel like my primary job is documentation… even though that may be where I need to live, right?

So, in this case, we're going to have our end-user call in, we're going to do a real quick search for him, and we find out that this Aaron Richardson guy is calling in. We can take a look at his assigned assets, and even take a look at his ticket history to see if there's a recurring theme among his tickets. When he calls in and he begins to describe his issue, I may ask a few questions. “I see you've got a couple of machines, which one are we talking about?” And I find out that it's his VMware platform. I'm going to ask for permission, at that point, to get into his system. There may be confidential information up on his screen that I don't want to be responsible for seeing, so as he calls in and as I'm trying to help him, "Aaron, is it okay if I join your session? I think that the easiest way for us to interact right now is if I do that.” Once I get that permission to join, I'm going to click on the icon. I'm going to go out and register against my Central Server, which just verifies that I have access to do this. And then I'm in the session.

So a couple of things that we note. There's a popup window that come up, alerting them to my presence. I want them to know that I'm there, right? I don't want to just start taking control and doing things randomly. So with that, I'm going to start asking them some questions. Usually, and this is my experience going back to the help desk, something's already up on the screen. Right, the problem that they're calling about is, is up there, and I might want to document that. So I'm just going to grab a screenshot and save it to my computer, which is great. And as we move along, I begin to interact with their machine. I can launch a program, I can get into the registry, I can make some registry edits, and things like that. Along the way, I'm going to take additional screenshots, and what you may notice is that I'm not taking any time to save those as a special name, all right? Because I don't want to take that time with them on the phone. Aaron, your problem is my top priority - Not taking a screenshot, not documenting. You are my first priority. When I'm done with all of this, then I can go back and I can do some other things, right?

If I need to transfer some files, I have that capability within Dameware to drop a file directly from my computer onto their computer. And like I say, everywhere along the way, I'm going to be documenting as well as I can. Because later on down the line, I don't know right now whether or not this is going to be an issue that I want to promote to the rest of my team. But I want to have as much stuff as I can, when I can. I can't go back and recreate as well as I can in the moment. So, I'm not afraid of taking screenshots. I do it a lot. And they don't even realize I'm doing it, right? We get to that point, boom, screenshot, save - they have no idea, right? This is me on my backend doing all this documentation.

Now, somewhere along the process, we're going to reach that point where we agree that we can disconnect this call, right? And if I wanted to do a lot of further documentation, I would instantiate a chat. I would chat with them, be able to really document that out really well. But we reach that point of disconnect. I've either completed the problem, or we agree that I need to do some more research, and this is a good time to disconnect. So at this point, I'm going to disconnect from the call, and this is where it gets really beautiful. And I put my mind back to the days when I was working help desk, and man would I have loved to have something like this. Because this right here, and this is an integration point, and this is what I call: the secret sauce, right? This is the secret sauce between the integration between Dameware and Web Help Desk. Can we launch RDP? Sure. Can we launch other things? Yes, right? So, as the engineer, I've got to disclose that. But, what we don't get is this next part here. And to me, this is just a thing of beauty. It pops up a window. Now remember, I've disconnected from my end-user. And because I connected into that user directly from the client screen, the system doesn't know if I'm coming in with a new ticket, or wait, there's some existing ticket that maybe I didn't know about. Maybe in my hurry to help them out, I didn't go and see what other tickets were open. What it presents me with is the option to create a new ticket, or to use a selected ticket.

Now, for today, I'm going to just add to the long list of tickets that this Aaron Richardson guy has been creating. And at this point, I can begin to document. Again, and I know I keep saying this, but again, the end-user is no longer on the phone. This is a time for me to just kind of settle down a little bit. I've helped out the problem where I need to do some research. I'm going to give it a meaningful subject and possibly a description. And now I'm going to create the ticket. And when I do this, when I click on that Create ticket, a few things are going to happen in the background, right? Web Help Desk is now going to go into the session, and it's going to grab that metadata. You remember all those screenshots that I was grabbing, Josh?

Yeah, yup.

And I made no effort to give it a special name. It wasn't: Aaron Richardson session 11/28, 11/29, whatever today's date is. See, how bad would that be if I couldn't even remember the date? Not only that, but what we see here is that it's grabbing how long I was in the session. And that's going to get appended to the ticket. Time of connection, time of disconnection, all of this metadata that it can append - it's grabbing all of those screenshots. And like I said, I'm a prolific screenshotter, right? If I make a change to, say, the registry, I want a before and an after. Because if I— not that I would ever do anything wrong, but if something were to happen that was an unexpected behavior, I want to be able to roll that back. So I've got that before and that after, and we know how sensitive a registry can be. The chat, if we had had the chat, that would be appended here. And I can come in and I can apply my own custom notes. And this is where I can get as verbose as I really want to get. I went in and I did, you know, this and that, and I made a few changes to the registry, right? And I have the option, at this point, to make this visible to the client. I am a client-communicating guy. I want them to see as much as possible.

With that said, there are times when I do not want them to know what I did. And that would be specific registry key changes. Specific things that maybe I don't want them to have access to. So in that case, I would go back to that ticket and now I can see that this new ticket is going to be number 409, so I can come in here and I can document, and I can say: these are the things that I did. Here are my screenshots. And when I save the details to the ticket, uploading, done, move on. It's great, right? I can go back later and I can close that ticket, but now those screenshots that were on my computer, they're also in the Web Help Desk database. So they're saved there for, you know, all posterity. The history of what I did is now in there with my notes. And I only did it one time. Now, if I want to go back and I want to create that knowledge base, I can go back into ticket 409, go back into the notes that I just put in, and create that FAQ on the fly.

Yeah, exactly.

Done, right? As a technician, I only documented it one time. I'm happy, right, because this is cutting way back on the amount of time that I'm spending doing things that are not helping my end-users. It allows me to close out more tickets. It allows me to maybe go home on time, which is huge to me because I like going home every now and then. So, to me, that integration piece between the Dameware and Web Help Desk, where I can help my client instantly, he doesn't feel second tier to the information gathering, and I'm able to publish out that information and move on in a quicker fashion. To me, it's just thing of beauty.

That's great, and I can tell that you're really passionate about this stuff, as am I, as is Milan, because it's so critical for a business. I mean, we really understand and see the value here and we're trying to dispel that to people and let them know that this can be a benefit to them. So I wanted to ask, real quick, before we dip into the— well, actually, no, let's go ahead and move into the Q and A session, but I'll selfishly start with my own question, unless there's anything else that you want to talk about here or show anybody?

I'll just point out that, so I showed it, showed getting into that asset from the client, from using that phone call mentality. I can get into a client's machine directly from a ticket where they open a ticket and I see it. I say, "Okay, I'm going to hop into that session." So, there's a number of ways to get to that. Whether it's directly from an asset, directly from a client, or from the ticket itself.

So we're kind of creating this trifecta between all of these different tools, all of these different solutions, and what their different capabilities are. And that's that seamless communication. That's that integration that we were talking about before. And I hope by having this example for so many folks out there that are watching this today, they can see the value that that brings to their business. So, let's go ahead and—folks, if you have any specific questions about the product, we can take this time now to start answering them. So please do submit them to the chat window and send them to All Panelists, and we'll be able to ask them while we're on the session. But as I mentioned before, I do want to start with something, kind of selfishly, but you know, what, guys, what do you think— what do you think would be the case if someone came to us and said, “Hey, I don't have a remote support tool. How difficult is this to kind of bring into the fold of a business?” You guys have any thoughts on that? I mean, it's pretty, in my opinion, it's a pretty easy lift to try to bring this onboard to a business and show the benefits that it brings. Do you have any thoughts on that?

Milan, you want to start that? While I gather my thoughts?

So, that's a tricky question. Well, without a remote support tool, it's difficult to remotely support somebody. Obviously, you can leverage the RDP. But that's going to work only within your LAN, maybe via VPN, but imagine that somebody is in a coffee shop and he has an issue, and what are you going to do if he has an issue? So, that's where Dameware is a winner.

You know, that's a great point. The point that I kind of— or, the underpinning that I want to bring to light here, is that if a business isn't using any remote support tool, it's likely that their techs are going out there getting something on their own to try to manage this function, and whether or not that could be potentially harmful for your business or a detriment to your business, that's up to you to decide. Being that I represent SolarWinds security portfolio products, as well, that concept, that shadow IT concept, makes me cringe a little bit. And I've seen it before in other organizations, where if IT pros aren't really armed with the right tools to get their job done, they're going to go out and find them, whether or not, and use them, whether or not that's compromising to a business. And assuming that you don't have policies in place that tell them they shouldn't be doing those things, and they're abiding by those rules.

Yeah, so, Josh, in your question, I find that a really interesting one, because there's a couple of different aspects to it. So, what's the lift to implement a remote tool? I think that was the question. On the IT side, thinking specifically of Dameware, it's a very easy lift, right? The implementation, even with OIT, or over the internet, is not overly burdensome. But it's not just the— it's not just the IT or the technical lift that we have to consider. There's also the financial lift, right? How do I present this up the chain? Where's the value add? And oftentimes, those up the chain, whether it's at the director level, or the CFO level, all of these other people that often look at the IT organization as sort of a, "you use a lot of money and bring little value" kind of eye. They want to be able to say, "Okay, it's going to get these things for me," right? "This is going to be my return on investment." So when we look at something like the integration points between Dameware and Web Help Desk, and we say we can cut down on the documentation time that our technicians are spending, we can increase the customer satisfaction by doing this, this, and this, and it's these integration points. And then, additionally, there's quite simply the price. Right? The price, even combined with the two of them, is really attractive to most organizations from the, you know, what is my initial investment, what's my ongoing investment to keep up with support and maintenance, what kind of training can I get? You know, all of these things that SolarWinds can provide makes the lift a lot easier for those organizations.

I'm glad that you bring that up. We actually have a poll on the screen for all of you folks out there that we'd love to get your feedback on. Probably saw one that we did earlier, where we just kind were gauging the audience, but this one's incredibly important for the fact that, if you respond to this, you'll let us know, A) We should talk a little bit more about what the products can do. We've just scratched the surface, I promise you of that, when talking about the capabilities of these products in pool. There's a lot more to Web Help Desk. There's a lot more to Dameware - both core Dameware products. So, I encourage you guys to respond to that poll question and let us know what you're interested in, and we can follow up with you and give you some more information. So, we had another question come through. I'm going to paraphrase it a bit here. But it's essentially asking, what other ways can these combined products improve efficiency? That's the way I would look at it. And Milan, I guess the way, maybe you can help us address this question, I guess the way that we should tackle this is like: what have we not mentioned, as far as the capabilities of these combined solutions? I guess in the full scope of what's… [Audio cuts out]

So I think that the two major factors are integration and automation, which will increase the efficiency of the help desk support team. What I mean by integration, it's basically we're showing you integration between our remote support tool and the help desk ticketing tool, but there could be an integration with other tools as well. So, you've taken here what the client basically calls the technician saying: “Hey, there's something wrong with my laptop.” Or a client created a ticket in Web Help Desk saying, “Something is wrong.” But, how about a use case where something goes wrong, and a ticket gets created automatically, without actually a client even touching it? How cool would that be? So, where I'm aiming with this is that there are other products that monitor your infrastructure, like Network Performance Monitor, or Server & Application Monitor, and Web Help Desk can integrate with these tools, as well. So what could happen is that if one of your routers, for example, goes down, Network Performance Monitor will notate it, and it can create a ticket automatically. It will trigger an alert, and if you set it up this way, it can create a ticket automatically. And the technician will know about it straight ahead and he can start doing something but without somebody telling him something, actually.

So, that's the integration part. Automation part, that's something which is in Web Help Desk. Where, for example, there is a new hire starting in the company, so somebody just created a ticket, and the automation part of Web Help Desk will, can be set up the way that it will create, then, children tickets, for IT department or facilities management, for HR, for anybody involved in the new hire process. Where an IT guy might receive a ticket saying: “Hey, you need to set up a laptop and phone for this guy, for this new hire.” Facilities might request a ticket saying that this person will need a new desk or maybe a new office. It can send— it can be linked to an approval process, saying that sending a ticket to approval manager. So, these are the automation parts that can— that Web Help Desk can take care of, and will, so the technician doesn't need to do this. That's all part of the system that is automated for them.

That's great. So, the automation and integration portions are excellent aspects to kind of bring into the fold here. I really like how you pointed out that Web Help Desk in itself can integrate with SolarWinds Orion products, like NPM, SAM, NCM. That's actually something that we're probably going to touch on at a future webinar, when we kick off 2018, so just a sneak peak for all of you guys on what's coming down the pipe. So, I think that pretty well wraps up everything that we have here. I haven't seen any new questions come in. But folks, feel free to reach out if you have any of those questions. For those of you that responded to our poll question, indicating that you're interested in maybe talking a little bit more about this, we'll be reaching out to you very soon.

As a reminder, the Help Desk Essentials Pack, which combines Web Help Desk and Dameware Remote Support, can be accessed on our website, on, which we'll share a link to here in the chat window very soon. And I encourage you to go check out that page, and learn a little bit about what these products can do. We have a great video there, as well, which kind of, probably takes what we've talked about for 50 minutes and summarizes it in less than a minute or so. So, take a look at that and let us know if you have any further questions. As always, you can download a free, 14-day trial of both of these individual products, and test them out. And I think that's a great next move for anybody that's in the market for one of these solutions, or a fully-integrated solution.

We had a question that came out, real quick, about future webinars. So, I wanted to let you guys know, we have a number of different means of which we publicize these events. We talk about our future webinars regarding help desk solutions on THWACK, our online community, which I talked about before. We are very active on social media. So, we actually have a LinkedIn showcase page, which I believe we provided access to in the chat window, so take a look back through that. So we publicize events there. We also are very active on Twitter, and there's just a number of different means of which you can stay connected and stay apprised of all the different happenings that we have going on.

So, I would check out those resources and if you miss them by any chance, what we try to do is make these available on demand, for free, and so we typically will launch them onto or, depending on the product featured in that session and they can be available there.

So again, thank you so much for everyone. Thank you Milan, for staying up late to help us with this session. Thank you Aaron, for your time and showing us a little bit about what these products can do. And thank you everybody out there for joining us for this session. I hope you learned something new about these products and this very immediate need for bridging that ITSM divide. All right, take care.