Business Need

A majority of our help desk calls are related to inadvertent changes an end user makes, such as deleting a printer and not knowing how to reset back to the original settings. How can I empower my IT Help Desk people to resolve these trouble calls faster?

Viewfinity Capability

Viewfinity comes with precise desktop activity recording and rollback functions, allowing IT support personnel to identify and take immediate action to correct (or "undo") changes which have been made on any desktop. A basic explanation is all that is required before the IT person can take action, easily searching screen shots of desktop activity by application or event-type to pinpoint relevant user actions.

ROI Considerations

• Allows IT professionals to resolve problem calls in minutes
• Enhances reputation and value of IT with smarter, faster diagnosis
• Decreases end user downtime and increases satisfaction due to faster problem resolution

• Activity Recording
• Rollback

Most analysts covering the software space predict that 2010 will be the year of the cloud. There’s certainly no shortage of theories circulating about how quickly enterprise software organizations will adopt the cloud, and it’s notable that Salesforce.com passed a major milestone recently in hitting the $1 billion revenue mark.

Read more:  2010: Year of the Cloud

As businesses grow, the issue of systems management for IT grows with them. Unfortunately, the need for IT management in SMBs is rarely addressed, because of the expense and expertise required to implement software management solutions that IT can use to simplify systems management. The SMB market (500 to 3,000 desktops), can greatly benefit from a comprehensive systems management program. But finding a way to implement such a program without breaking the budget can be daunting. This guide will help you with this process.

Download: Essential Guides: The Essential Guide: System Management Moves to the Cloud

Over the past 30 years, IT workers have built and maintained a pretty significant part of human history that really tends to get overlooked and underappreciated. Wifi connections have become commonplace. “Always on” Internet connections are now as much a daily requirement as eating food. And, as we Google over lunch, there’s a huge force working in the background to provide as close to 100% availability as possible.

While each single IT worker is just a speck in the crowd, together, over time, the mass of IT has been very industrious. The Chinese has their Great Wall, and when it comes right down to it, IT’s accomplishments over the past 30 years are just as significant. Maybe you can’t see our IT infrastructure from space (a misnomer about the Great Wall, btw), but it is a substantial part of human history and a huge accomplishment that has taken decades to build.

So…the Great Wall is now just a monument, showing how industrious the Chinese people were. There’s a lot about the Great Wall that we could go into, but this blog post isn’t really about the Great Wall. It’s really about how management of our IT infrastructure is changing. Some stats show that the IT workforce in the U.S. is aging, with no recovery in sight from the younger generations. In short, the youth are not interested in IT anymore. Their interests are elsewhere. If it turns out that there is no recovery for IT, then the IT infrastructure may someday become our monument – our testimony to a most industrious time in human history.

I ask you: is it technology to the rescue once again? And if yes, what is likely to be the technology that can help IT continue to deliver 100% availability in the face of an aging IT workforce? And, then, what will our technology infrastructure look like in 5 years? 10 years?

Our friends over at myITforum.com are hosting a poll about this topic for the next month or so. We’d appreciate it if you would participate in it, giving us your feedback on this topic. Once the poll is over, we’ll circle back here for recap and a follow-up blog post.

The poll: http://www.myitforum.com/absolutenm/templates/?a=15991&z=120