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Help Desk Automation

IT support help desks receive numerous calls from users, about a variety of issues. In a typical enterprise IT help desk, common issues include forgotten or locked out passwords, access denied errors, requests to onboard new users or add security rights, questions about how to perform tasks, requests for new or replacement hardware or software and more. Requests for help desk service are normally classified into an incident type and assigned a priority.

For incident types that are both common and simple, it makes sense to automate problem resolution. Automated resolution of high frequency, simple support incidents is called help desk automation.

Common types of help desk automation include:

  • Incident management systems, to track requests from first contact through completion.
  • Self-service password reset, where users can clear intruder lockouts and reset forgotten passwords on their own.
  • A knowledge base, where users can find answers to their questions.
  • An incident management portal, where users can ask questions, fill in requests and follow up on incident status.
  • Automated diagnostics for user PCs and applications, to help troubleshoot common problems.

Help desk automation solutions are generally intended to both improve user service and lower IT support operating cost. The latter -- operating cost -- is impacted by reducing the number of technicians required to serve the user population at a given service level agreement (SLA).

Hitachi ID Password Manager provides self-service resolution for the most common IT support problems -- forgotten or locked out passwords, including to Active Directory, Windows and pre-boot.

Hitachi ID Group Manager provides self-service resolution for the second most common problem in many organizations -- granting access to shares and folders to resolve "access denied" errors.

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