Product Intergrations

Centennial Discovery Software -

HEAT Helpdesk Software Integration

In a Helpdesk/Support environment, it is ideal to have access to current audited asset information when taking support calls from customers/users instead of working with static historical data or attempting to glean the required details from your customer/user.

The problem has traditionally been how do we get the asset configuration data and keep it up to date and how do we utilise this data within our existing support operations?

NetWorld UK's product development team have designed and implemented an integrated solution which fits the best of breed Centennial Discovery PC Auditing Solution seamlessly with the HEAT Service and Support Helpdesk Applications.

Summary of use in the Support Environment

A member of your support team has identified the asset in question either via an asset number, serial number or a user ID, this single piece of information is utilised to action a lookup on the Centennial Discovery Software database which will populate the HEAT call record with the assets hardware and software configurations thus leaving no question as to how the asset may be configured.

Working with accurate and up to date asset configuration data will:

Make your support team more productive and able to handle a greater volume of support calls in shorter space of time by reducing the time taken on logging calls against assets correctly.
Increases effectiveness in first time fix rates by ensuring that energies are not wasted working with inaccurate data which will generate additional work requirement.
Provide accurate helpdesk management reports ie: Asset Trend Analysis, Call Trend Analysis and many more.
Ensure the correct hardware replacements or software updates are ordered and dispatched to correct makes and models.
In short there are many many saving and advantages to be gained in having Centennial Discovery Integrated to your HEAT Helpdesk solution, many of which will be applicable to an individual organisation and its own support processes.
Additionally with the Centennial Discovery Web Edition we have provided the option to link dynamically from your HEAT Helpdesk to the Centennial Discovery record for detailed asset hardware and software information.

The Technology:

Developed and Supported by NetWorld UK the technology is constantly in review and being updated to take into account new market trends or design changes by Software Developers.

The NetWorld UK HEAT to Centennial Discovery integration comes as either a boxed product which includes installation/implementation or can be configured to any clients specific requirement where we would work with and implement a system design specific to your environment.

A Bit More Information on Centennial Discovery Software:

Centennial Discovery™ is the world’s first network hardware & software PC Auditing Inventory tracking tool that gives you a complete view of your Software & Hardware IT Assets and where they are located, Centennial Discovery™ provides you the means to control your software installations across your whole enterprise from a central location. Get Legal! Stay Legal! more information on Centennial Discovery>>

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Prism Deploy Software - HEAT Helpdesk Integration

The HEAT Helpdesk to Prism Deploy Software Integration allows Support Centre Managers and IT Support Staff to remotely install Software Applications and Configure PC Desktops and Servers from within HEAT Helpdesk Products.

Using this technology will ensure that Support Centres and IT Support Departments are both highly productive and are providing the highest level of first time fix rates possible and therefore assuring Customer Satisfaction.

When used in conjunction with the HEAT Helpdesk to Centennial Discovery PC Auditing Software Integrated Solution (see tabs at top of page) you have a complete Desktop Configuration and Change and Software Licence history conforming to ITIL (Information Technology Infrastructure Library) and FAST (Federation Against Software Theft) processes/accreditation processes

Key Features

Single Click Interface

When running HEAT Service & Support Helpdesk products. NetWorld UK have developed a single click option which will link you to a list of Authorised Software Packages or PC Configuration Changes which have been created using Prism Deploy Software, from here your support personnel can Install, Remove or Re-install any software package or configuration change to any networked PC or Server at the single click of their mouse.

Remotely Link to the PC/Server

With PC/Server details held in HEAT Helpdesk Asset Database simply click the Prism Deploy Task Icon and you will be linked to the correct asset for deployment of all software and tasks..

Full Change History Recording of Events

When a Package or Configuration Change is actioned by your Support Centre or IT Support Staff a full History item is created within HEAT to enable full audit history tracking. (ITIL)

Full Change History Reporting

Not only is the action history created in HEAT a copy of the action is created in Prism Deploy so your software manager can review what, when and who made the change (ITIL)

Manage your Software Licences:

Because all changes are recorded you will be effectively able to manage all Software Changes and easily review these to ensure full legal licence compliance (FAST)

Full Automated PC Asset Configuration and Change Management:

NetWorld UK also offer full Centennial Discovery PC Asset Management Software or Prism Asset Manager Software Integration with the HEAT Service and Support Helpdesk applications.

With this total solution you will be in the enviable position of having a system that will automatically populate your HEAT Helpdesk product with all the Asset information collected by Centennial Discovery or Prism Asset Manager and be able to control all the Software and PC Configuration Changes using the HEAT - Prism Deploy Software interface.

And .... be in a position where your Software Compliance Manager, Application Authorisation Team, Helpdesk Managers, IT Managers, Operations Managers etc can control and report on all events at all times.

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HEAT Helpdesk Software -

Centennial Discovery Software Integration