How it works:
Improve IT efficiency with comprehensive, integrated help desk managementsoftware
The KACE SMA’s service desk utilizes the KACE SMA as its underlyingconfiguration management database (CMDB. That means context-sensitiveinformation from key KACE SMA modules — such as device inventory anddevice and user history — are linked directly into the help deskmanagement functionality. This enables help desk administrators to easilyaccomplish many tasks, including providing remote support to remedy a problemdirectly from the KACE SMA service desk. They can also easily move to the KACESMA’s other capabilities as needed for further problem analysis andresolution; for example, distributing a software update or deploying a patch.All activities are tracked to ensure easy benchmarking of service levels andauditing for compliance.
Customize KACE SMA to fit your organization’s needs
The KACE SMA service desk is fully customizable to fit your organization'sunique requirements. Virtually any field or field value — fromSLA’s to workflow and escalation rules to email notifications and queues— can be customized, and you can set up your own new fields. You canalso create processes for standard, repeatable tasks, such as new-employeeonboarding, that include multiple interdependent activities that may have apreset sequence and require approvals at multiple levels. Once the process iscreated, multiple interdependent help desk management tickets areautomatically created and assigned to appropriate personnel each time you runit.
Provide powerful ticket management
The KACE SMA’s service desk can maintain multiple support queues andrules to govern the flow of incoming tickets with its ticketing systemsoftware capabilities ̶ whether they are incident- or process-based. You canpre-define ticket queues based on skill sets and location, and then distributethem according to owner workload to ensure you meet appropriate servicelevels. Ticket assignments can be automated based on hierarchical categoriesor manually assigned, and escalation notifications can be set to generateemail alerts if tickets are not promptly addressed. Tickets can also be set upwith parent-child relationships to automate closure of dependent tickets andadd structure to related tasks that must be completed prior to closure of anumbrella work order.
Generate robust reporting and SLA controls
The KACE SMA ticketing system software capabilities track ongoing serviceprocesses and reports changes in ticket status to appropriate parties. Inaddition, the KACE SMA provides detailed reports to track help deskperformance and responsiveness, including the granular ability to define andtrack resolution timeframes. Pre-packaged reports and an intuitive customreport wizard make it easy to assess compliance with service level agreements(SLAs) and overall service desk workload. Service desk tickets can also bearchived for compliance-audit and other purposes. The end result is improvedhelp desk management for SLAs and reporting, as well as increased usersatisfaction.
Reduce desk visits with remote support
The KACE SMA’s service/help desk management capabilities also providesremote control capabilities to help you resolve issues without initiating adesk-side visit. The KACE SMA comes with out-of-the-box remote support viaUltra VNC and supports third-party remote control solutions, such as Bomgar,Dameware, NetOps and Windows Remote Desktop. The KACE SMA also integrates withIntel vPro technology to provide enhanced remote management and recoverycapabilities on PCs with vPro technology.
Enable self-sufficiency with KACE SMA’s end-user portal
The KACE SMA provides your end users with an intuitive self-service helpdesk management portal where they can access a flexible knowledge base forself-help, locate hardware and software inventory information for theirsystems, install IT-sanctioned software packages, and submit and view thestatus of their support tickets with the KACE SMA ticketing system softwarecapabilities. They can also follow IT-generated links to other self-servicetools such as Password Manager, for completing self-service passwordmanagement tasks. Secure user authentication can be provided via integrationwith Active Directory/LDAP, while single sign-on allows users to easily andseamlessly access the KACE SMA user self-service portal with their corporatelogon credentials.
Provide mobile access with KACE Go Mobile App integration
The KACE SMA Service Desk is also integrated with the KACE Go Mobile App,which is a free app for Android and iOS devices. With the KACE Go, you canreview and respond in real-time to service/help desk management notifications,examine inventory details and deploy software and patches directly from yourmobile device. KACE Go also allows end users to submit service desk tickets,access the knowledge base and check on an existing ticket’s status fromtheir mobile devices.
Easily resolve issues with integration to the ITNinja knowledgebase
ITNinja.com is an independent IT administrator forum managed by us. Itprovides a comprehensive database of systems management information and bestpractices. The KACE SMA’s service/help desk management is integratedwith ITNinja.com to provide context-relevant information to you and yourorganization’s end users. This integration helps make your help deskmore effective by enabling end users to resolve many issues on their ownwithout submitting a ticket in the ticketing system software, and by providingyou valuable information to help you resolve tickets faster.
