KACE Product Support Question

K1000 Service Desk

03/23/2016 1252 views

I am working on a presentation for my manager about the K1000 Service Desk:  1) I am interested in how many small to medium size businesses are using the K1000 Service Desk and 2) what convinced the business that this was the way to go ?

Thanks for any input.


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We have completed a fair number of Service Desk Implementations both independently and on behalf of Dell as consultancy. Those organisations have varied from small, single users desks through to large Healthcare sector desks that have 60+ analysts. We have implemented complicated processes, queues with links back into the Asset area, ITIL aligned queues and non IT Queues. If you can get KACE right the automation is the power of the tool, simplistic ticket logging combined with intelligent management and therein lies the benefit to the SME.

To anyone that considers KACE to be a simple Functional tool, I would respond and say that you have not looked far enough into the capability, yes there are limitations to the look and feel which can be frustrating, however with a logical ticket flow and a well thought out set of ticket rules, you, as an SME will be able to achieve significant efficiency gains, combined with good visibility of workloads etc.

Finally the power of the KACE Servicedesk is that it is underpinned and closely integrated with all of that great functionality we know from KACE, good inventory, effective Asset Management, Simple remote application deployment, Remote Control, powerful scripting.

Answered 04/01/2016 by: Hobbsy
Red Belt

I don't know the amount, but the county I work for is about a medium size business and it is great for our size, especially the online ticket submitting, emails are transposed into tickets with little invention, and the forms that you can create for multiple requests.  An example is you can have one form for account request, one for phone, one for changement, and one just for surveys.  The k1000 also interfaces with an asset/inventory system that allows you to see what inventory is available and where it is located.
Answered 03/24/2016 by: Senathon
Senior White Belt

The K1 service desk is rather bare-bones, so if you need a robust tracking system look elsewhere. The pros: integrates with other info in the K1 and requires no additional investment if you've already got K1.
Answered 03/29/2016 by: JasonEgg
Red Belt

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