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Saturday, May 02, 2015

Gunakan IT automation untuk menangani permasalahan umum di helpdesk

Whether you are an in-house IT pro or an MSP delivering help-desk services to clients, you invariably experience the same litany of help-desk complaints day in and day out. And with so many similar trouble tickets popping up every day, it simply doesn’t make sense to apply time-consuming manual approaches to resolution to every one of them. Instead, you can add profit to your business and best practices to your help desk with automation.
Automated help desk services not only allow MSPs to speed up responsiveness and address tickets rapidly, but also increase end user productivity and improve customer satisfaction. When and how should you implement automation as part of your help desk? It isn’t right for every call that comes in, but take a look at these common help desk complaints and the ways in which an automated solution can help MSPs solve each one quickly and effectively.
1. Computer Is Running Slowly
While this is more of a policy issue than a break-fix situation, automation is key nonetheless. To streamline your overall MSP practice and prevent help desk issues from arising, it’s wise to implement an ongoing automated maintenance policy on the end-user’s PC. This will help ensure the user’s device performs at maximum efficiency every day. As time goes on, this policy should be reviewed to ensure it is robust enough as system updates are made or if the user is consistently experiencing new issues.
A secondary issue to consider is end-user training. Do the end-users know the basics of how their computers work, and what they can do to speed up processes? If users need assistance in one or more areas, consider implementing a simple online training program as well as automated self-service fixes that address basic questions and are available as part of your overall help desk service stack.
2. I Can’t Print, or My Email Is Down
These are two of the most common examples of break-fix issues that confront the help desk every day. After an initial reactive issue has been resolved in these situations, the Help Desk can then analyze the sub-categories that might have caused the issue to begin with. For example, if the print spooler is constantly filling up, steps need to be taken to understand root cause. This is critical and, when effectively addressed, can save hours of technician time in the future. Also, for these and other issues, the good news for MSPs is they can frequently be resolved by following a self-healing automation policy, which can be implemented via an MSP’s remote monitoring and management (RMM) platform, or an in-house IT monitoring dashboard.
Help Desk as a Business Driver
The Help Desk’s goal is always to strive to ensure users can promptly overcome any IT issues in order to get back to work as quickly as possible. With our Help Desk Manager offering, for example, we aim to empower our MSP partners to strive for 92% of service tickets resolved within eight minutes.
The bottom line is that, for many MSPs, help desk is the most important MSP driver for business growth with existing customers. It’s your chance to make a positive first impression, and your opportunity to get your foot in the door for other IT service opportunities that might lie ahead. It therefore stands to reason that help desk automation – and its potential for impacting the user experience and driving client success – might be the most essential weapon in your MSP toolkit today.

Optimalisasi helpdesk dengan IT Automation


Help desks are overwhelmed, it’s no secret, often by mundane and repeated tasks that can, or should, be automated. By taking steps, that are usually simple and financially efficient, much time can be saved for employees and organisations managing this process.

By automating processes that have remained manual and out of date, technology leaders within their organisations are able to take steps to help their teams and their departments – like the help desk – focus on more press technology matters than resetting forgotten passwords, for example, by allowing employees the ability to do so themselves.

According to recent survey, IT and help desk employees often are required to address an overwhelming number of calls each day, with more than half of the 110 respondents indicating that their help desk receives more than 100 calls a week.

The survey also shows that more than 56 per cent of respondents said the number of passwords required of employees to access their systems directly affects the number of calls the help desk receives. Complex password management typically leads to employees needing to reset their passwords on an ongoing basis, making it difficult for employees to easily access their systems and information.

Many continue to say that their employers require complex passwords in conjunction with requirements to change their passwords every month or at varying pre-determined times. Of course, all of these factors lead to a great deal of time wasted on password resets, which could easily have been done by end users with access to tools that allow them to answer a few quick verification questions with a self-service reset password management tool.

What’s also not surprising is that most of these issues are critical, because they mean users cannot access their computers or any additional applications to get their work done. From experience, 70 per cent or more of those I work with say these issues are often time-critical to those affected.
Finally, organisational help desks can save a great deal of time if end users could reset their own passwords. According to this survey and what I see on a daily basis, as end users are able to safely and securely reset their own passwords without having to contact the help desk, self-service password reset solutions also can save a great deal of money, as well as increase the level of service for end users.
These IT solutions, self-service reset password managers, allow end-users the ability to reset their password on the basis of a number of simple, predefined questions, commonly accessed through a “forgot my password” button on their profile setting, which they use to provide answers to a series of security questions.

Employees and employers both can reap the benefits and time savings associated with such automated solutions when it comes to forgotten passwords. While password resets are one of the easiest IT tasks to manage, they also are one of the most distracting and time-consuming tasks IT professionals face.

Friday, May 01, 2015

5 Tips menangani Wireless Access untuk Guest

Five tips for managing guest wireless network access

One of the first major extensions to enterprise wireless LAN systems was guest access, enabling nearly anyone to connect to an organizational WLAN for Internet access. Just as IT does with the organization's employees, it should set a policy for guest wireless network access.

More people are bringing smart devices into enterprise settings than ever before, and they aren't always employees. Nowadays, it's safe to assume that visitors come into organizations accompanied by a Wi-Fi-enabled phone. IT can set them up with Internet access, but even for organizations without major security concerns, it makes sense to put some restrictions on outsiders accessing the enterprise wireless network.
IT can provide visitors with access to an enterprise network by setting up a service set identifier that limits routing to wide area network traffic only; all other elements and services on the LAN remain invisible to guests. Need to provide access for contractors on a corporate network? Would no-cost Internet service help attract and retain customers? Provisioning guest wireless access, then, looks like a no-brainer.
It's not quite so simple. The definition of guest access keeps broadening, and IT departments need to put in place a few safeguards that most organizations overlook. Consumer-grade devices will soon account for the majority of traffic on enterprise networks, so IT should carefully think through a network access policy for guests rather than just providing a click-here-to-activate default for organizational outsiders.

Taking guest access precautions

Providing guest access isn't just about limiting Internet routing. In fact, most organizations should think of guest access as another class of service (CoS) enabled on the network. Also, guest access doesn't have to boil down to a single set of IT-approved capabilities. Instead, organizations can customize services for different types of guest users.
Here are five things to consider when setting up a network access policy for guests:

1. Operational specifications. Focus on the client base, and determine what services IT should enable accordingly. Internet access is usually a given, but IT may want to restrict access to some sites. IT can also enable printing or limited access to a public file directory for some outsiders, such as collaborative, long-term or even high-priority guests. Quality of service (QoS) is also a consideration; many enterprises prioritize guest services lower than most, if not all, other traffic. Some organizations may also prefer to limit access to a defined set of allowed devices and operating systems to minimize opportunities for mischief.

2. Per-session WPA2 keys. Look for third-party services that automatically assign security keys on a per-user basis. Don't just give out a single password to everyone; per-user, per-session keys make it easier to block a specific troublesome guest user with no interruption to everyone else. Enterprise-grade guest wireless network access should require security at the WPA2 level or greater -- 802.1X, IPsec, SSL, or a similar level of security. No company should ever leave its wireless network open.

3. Splash-page agreement. Organizations should list their local network access policies on a splash page that any connecting guest must pass through before connecting to the network. That page should include a "click here to agree" button. This provides a degree of protection if a guest violates IT's policies or even local laws.

4. Credentials expiration. Login credentials for guests should expire after a pre-defined period, such as the end of the work day, 24 hours or a multi-day (but preferably brief) engagement. Credentials that do not expire often become a security hole, allowing unauthorized reentry onto the network down the road.

5. Identity management. Many WLAN system vendors offer identity management (IDM) capabilities that enable IT to collect guest credentials information. Companies can capture and maintain this data for their own analysis of guest network usage. IDM services also make it easy to create multiple classes of guests and apply different permissions to different groups. After all, enterprises often have several types of visitors -- some who require different levels of network access than others.
Although consumer-grade WLANs increasingly offer a guest-access function, smaller organizations shouldn't trick themselves into thinking they can skip out on an enterprise-class WLAN system, which is designed for use in large, diverse environments. Only enterprise-grade systems can address the requirements noted above.
Guest access is really just another CoS with an associated QoS, and security and routing policies applied in parallel with other traffic. It boils down to a set of policies for a particular class of users, often with multiple classes of "guest" defined, with routing and permissions carefully customized to individual local needs. Identity management allows IT to easily change these policies to meet the inevitable evolution of provisioned network access. Allow guest wireless access, but don't forget IT's priority is still to manage and secure the network.
30 Apr 2015
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