Customer Success Stories - Service Desk

Background:

• Implement Altiris Client Management Suite in the quickest time possible
• Customize training for select IT groups
• Increase the 20-30 percent first-call resolution rate of software help desk tickets

Products:

Altiris Client Management Suite, including:

• Inventory Solution
• Deployment Solution
• Application Metering Solution
• Application Management Solution
• PC Transplant Solution
• Software Delivery Solution
• Carbon Copy Solution 

Altiris Professional Services

Altiris Helpdesk Solution

Benefits:

• Altiris Professional Services implemented Client Management Suite to 4,750 workstations in 11 days-—2.5 months ahead of estimates
• Professional Services rewrote its training package and tailored the contents to address the needs of each BHS IT team
• Technicians resolved an estimated 80 percent or more of software help desk tickets on the first call

Background:

• Needed a way to boost the effectiveness of the help desk operations
• Wanted to get a better handle on desktop management
• Wanted a reliable tool for software and hardware inventory, software distribution, and remote control

Products:

• Altiris Helpdesk Solution
• Altiris Client Management Suite

Benefits:

• Altiris Inventory Solution keeps a comprehensive record of hardware information, installed software packages, and operating system settings
• Altiris Helpdesk Solution has taken their help desk from a staff of note-takers to a resource for level-1 support
• Altiris Client Management Suite integrates their desktop systems with comprehensive inventory, imaging, deployment, and configuration

Background:

• Automate the manual help desk
• Implement an asset inventory and tracking system
• Improve technician productivity by automating manual imaging system

Products:

• Altiris® Helpdesk Solution™
• Altiris® Service & Asset Management Suite™
• Altiris® Client Management Suite™

Benefits:

• Altiris Helpdesk Solution automated Cubist Pharmaceuticals’ entire help desk process, improving ticket closure rate from 50 to 99 percent with only one technician operating the help desk versus five before
• Using Altiris Service & Asset Management Suite, Cubist Pharmaceuticals now tracks every laptop and other major assets, and produces real-time reports that allow them to forecast future resource needs and create accurate budgets
• With Altiris Client Management Suite, Cubist Pharmaceuticals reduced average imaging and deployment time from six hours to 20 minutes, eliminating technician travel time and manual installation of applications

Background:

• Rapid growth and a decentralized IT organization made it difficult to offer quality service
• The decentralized organization also made it difficult to contain costs and provide consistent services across the company
• A lack of standardization inhibited the IT department’s ability to enhance employee productivity

Products:

• Altiris Client Management Suite
• Altiris Helpdesk Solution

Benefits:

• Allowed Edelman to successfully centralize its IT department to support the company’s growth.
• Allowed Edelman to reduce costs, achieve a significant return on investment, and provide consistent service levels across the company
• Replaced numerous point tools and manual processes with an integrated suite of solutions to improve the quality and speed of service

Background:

• Implement a real-time inventory-discovery and asset-management system for software, hardware and other IT equipment
• Replace help desk with a completely automated system
• Speed the process of imaging machines and installing software

Products:

Altiris Service & Asset Management Suite, including:

• Inventory Solution
• Asset Control Solution
• Helpdesk Solution

Altiris Client Management Suite, including:

• Deployment Solution
• Software Delivery Solution

Benefits:

• Achieved real-time list of all the hardware and software on Evergreen Healthcare's network
• Costs, licenses, and support incidents are associated with individual assets
• Manual help desk process replaced with automated solution speeding the entire incident resolution process
• Reduced imaging time from one day or more to one hour

Background:

• Emulate HOLT CAT's value-based leadership process
• Prepare for an acquisition that doubled the size of the company
• Replace numerous manual processes and homegrown applications

Products:

• Altiris Client Management Suite
• Altiris Service & Asset Management Suite

Benefits:

• Improved service levels to all employees
• Equipped the IT team with the automated tools needed to support a significantly larger organization
• Replaced numerous manual processes and homegrown applications with an integrated IT management solution

Background:

• Manual imaging process was time-consuming
• Help desk needed to evolve from just ticket tracking to a full-service system
• Needed to implement a system that automatically installed software

Products:

• Altiris® Client Management Suite™
• Altiris® Helpdesk Solution™
• Wise Package Studio® Professional Edition

Benefits:

• Altiris Client Management Suite reduced imaging time from up to eight hours per PC to less than one hour
• Altiris Helpdesk Solution allows MedCentral to resolve 2,000 tickets per month with less staff
• Altiris Wise Package Studio Professional automatically installs preconfigured applications, eliminating human error

Background:

• Cumbersome and unreliable patch management
• Multiple systems management tools
• Change management

Products:

• Altiris® Total Management Suite™

Benefits:

• Nearly 100 percent success rate with Altiris Patch Management Solution for servers and desktops
• Integrated Altiris solution makes it possible for 3.5 full-time people to manage 10,000 desktops and 1,000 servers
• Altiris CMDB improves decision making by providing easy visibility into how changes affect other systems

Background:

• Using six point solutions to manage its environment; wanted to consolidate to a single comprehensive solution
• Rapid growth made it difficult to manage its expanding environment
• Needed the ability to manage distributed desktops remotely
• Primary imaging and software delivery application was bulky and slow

Products:

• Client Management Suite
• Service & Asset Management Suite
• Helpdesk Solution
• Software Virtualization Solution

Benefits:

• Altiris solutions help Mercy consolidate six point solutions into a single integrated solution
• Altiris solutions reduce amount of time needed to image and deploy machines making it much easier to keep up with rapid growth
• Altiris Helpdesk Solution becomes the core of Mercy’s system, simplifying support, reducing time to fix machines, and increasing uptime and productivity
• Altiris solutions are less invasive and don’t require a bulky agent, resulting in quicker, more efficient machines for the end user

Background:

• Allow a lean staff to provide comprehensive IT management without increasing headcount
• Replace manual processes with integrated IT Solution
• Become proative as opposed to reactive, resulting in a positive impact on the company

Products:

• Altiris Client Management Suite
• Altiris Service & Asset Management Suite
• Altiris Server Management Suite
• Altiris Consulting Services

Benefits:

• Increased the level of service delivered by the IT team without adding to headcount
• Replaced numerous manual processes with one integrated IT solution
• Allowed IT department to become proactive and strategic, helping Merrick achieve its goals

Background:

• Launch a new company by migrating 250 users from three organizations on different platforms in less than one month  
• Manage and track IT assets
• Manage and patch servers

Products:

Altiris Client Management Suite, including:

• Deployment Solution
• Patch Management Solution

Altiris Service & Asset Management Suite, including:

• Helpdesk Solution
• Barcode Solution

Altiris Server Management Suite, including:

• Patch Management Solution for Dell Servers 

Benefits:

• Able to migrate user data and deploy all necessary software and applications on 250 new computers on an extremely tight schedule
• Virtually eliminated virus outbreaks and hits to their network
• Reduced the amount of time to install patches on both clients and servers

Background:

• Implement a real-time inventory tracking system
• Automate SkyWest's help desk and resolve more tickets on first call
• Cut IT travel costs and the time required to install software
• Replace SkyWest's manual patch system and prevent use of unauthorized software

Products:

Altiris Service & Asset Management Suite, including:

• Inventory Solution
• Application Metering Solution
• Helpdesk Solution

Altiris Client Management Suite, including:

• Software Delivery Solution
• Carbon Copy Solution
• Patch Management Solution

Benefits:

• Detailed, real-time inventory of all the hardware and software on network
• Automated all aspects of help desk, from ticket tracking to escalation
• Reduced software installation time by 95 percent and eliminated most travel costs associated with manual installation
• Automated patch process ensuring the latest patches are installed on all PCs
• Automatically notifies IT staff when users install unauthorized software

Background:

• Improve help-desk-ticket resolution time and quality of service
• Reduce software rollout and image deployment time
• Automate manual inventory system and speed installation of latest patches

Products:

Altiris Service & Asset Management Suite, including:

• Inventory Solution
• Asset Control Solution
• Helpdesk Solution

Altiris Client Management Suite, including:

• Deployment Solution
• Patch Management Solution
• Carbon Copy Solution

Benefits:

• Automated its entire help desk process and dramatically reduced the time it takes to troubleshoot and repair problem PCs
• Altiris Asset Control Solution integrates transparently with Helpdesk Solution to show the fixed assets of each user
• Reduced software rollout time from 10 hours per machine to one hour or less for multiple machines
• Reduced imaging time from six hours to 30 minutes
• Real-time inventory data
• Able to proactively protect network from worms and viruses

Background:

• Meet software license compliance requirements and deadlines
• Improve patch management efficiency and effectiveness to protect the network
• Implement a common global services approach across the company
• Reduce the total cost of ownership (TCO) of IT assets
• Align IT with corporate Sarbanes-Oxley initiatives

Products:

Altiris Total Management Suite, including:

• Client Management Suite
• Server Management Suite
• Service & Asset Management Suite
• Training
• Consulting

Benefits:

• Able to meet software license compliance requirements
• Lowered the total cost of owning the company's IT assets
• Improved employee productivity and reduced operational expenses by increasing IT service levels
• Made IT staff more productive and strategic by reducing time consuming and inefficient manual processes
• Increased the level of PC software security across the company

Background:

• Geographically dispersed team and user base
• Needed to more accurately track software licenses
• Needed a more flexible and robust help desk tool

Products:

• Altiris® Compliance Suite™
• Altiris® Helpdesk Solution™

Benefits:

• Contacts per help desk ticket have fallen from 1.7 to 1.2
• Web tickets have increased from 300 per month to more than 6,000 per month due to ease of use for end users and ability for help desk technicians to more quickly close tickets
• Increased ability to maintain software compliance and save on software licensing costs by removing unnecessary software

Background:

• Take control of software license management; protect sensitive business data
• Decrease help desk ticket resolution times and support costs
• Reduce OS migration times and costs
• Speed software upgrades and patch installations

Products:

Altiris Service & Asset Management Suite, including:

• Inventory Solution
• Application Metering Solution
• Asset Control Solution
• Helpdesk Solution

Altiris Client Management Suite, including:

• Deployment Solution
• PC Transplant Solution
• Software Delivery Solution
• Recovery Solution
• Patch Management Solution

Benefits:

• Managed software license agreements in real time
• Backed up and recovered mission-critical data instantaneously
• Automated the previously manual help desk system, significantly speeding problem resolutions and reducing support costs
• Reduced migration time by 85 percent
• Upgraded its primary business application in one day versus seven
• Patched  its 1,580 PCs in 12 hours or less

Background:

• Automate help desk processes and speed ticket resolution
• Reduce PC deployment time
• Reduce months-long inventory time and improve accuracy
• Improve network security
• Ensure license compliance

Products:

Altiris Service & Asset Management Suite, including:

• Helpdesk Solution

Altiris Client Management Suite, including:

• Deployment Solution
• Inventory Solution
• Patch Management Solution
• Application Metering Solution

Benefits:

• Reduced ticket resolution time from hours and even days to minutes
• Cut image deployment from five hours to one
• Generated comprehensive list of the hardware and software on 1,300 PCs in less than one day
• Helps protect network from viruses by automatically installing the latest patches
• Cost savings by ensuring all software licenses remain in compliance