SolarWinds will show how federal agencies use our tightly integrated help desk and remote support software to improve IT service management. This integration provides productivity gains that allow agencies to improve customer satisfaction and accelerate service delivery by simplifying and automating their help desk ticketing and remote support processes. We will demonstrate the integration of Web Help Desk® and DameWare® Remote Support and discuss use cases and best practices to improve service management. The webinar demonstrated how to: • Connect to remote computers directly from help desk trouble tickets while having easy access to integrated IT asset information for faster troubleshooting • Save remote session metadata including duration, chat history and screenshots back to the IT tickets in the help desk software where the remote session was launched from • Save remote session details for sessions that were started outside of the ticketing system to save the remote session details in either an existing ticket in Web Help Desk, or by creating a new ticket from the DameWare remote session

1. FEDERAL WEBINAR: USING INTEGRATED
TOOLS TO IMPROVE IT SERVICE
MANAGEMENT
PRESENTED BY:
ANDY WONG
FEDERAL SALES ENGINEER
ANDY.WONG@SOLARWINDS.COM
703-386-2610 (OFFICE)
REBECCA KNUTSEN
FEDERAL ACCOUNT MANAGER
REBECCA.KNUTSEN@SOLARWINDS.COM
703-386-2651 (OFFICE)
MARK SMITH
FEDERAL MARKETING MANAGER
MARK.SMITH@SOLARWINDS.COM
703-386-2652 (OFFICE)

2. • SolarWinds® Introduction
• IT Service Management Lifecycle
• Web Help Desk® Overview
• DameWare® Remote Support Overview
• Demonstration
• Q & A
AGENDA
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 2

3. SOLARWINDS OVERVIEW
• Over 150,000 customers in 170 countries;
SMB to Fortune 500®
• More than 425 of the Fortune 500 are
customers
• Every branch of DOD and virtually every
Civilian and Intelligence agency
• Forbes® named SolarWinds #11 on its list
of America's Best Small Companies in
2014
• Headquarters in Austin, TX
• Federal Office in Herndon, VA
• 1800+ employees worldwide
3
THE POWER TO MANAGE IT
User
Experience
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED

4. OUR VISION
MANAGE ALL THINGS IT IN A HYBRID WORLD
• Regardless of where the
applications and underlying
infrastructure are deployed
• Regardless of where our
management products
need to be deployed
• While continuing to take
a user-centric approach
– only buy what you
need, when you need it
Manage All Things IT
4© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED

5. WHAT WE OFFER TODAY
BUILDING TOWARD OUR VISION
Enable IT & DevOps pros to proactively and reactively monitor, alert,
troubleshoot and resolve issues
Network
Management
Systems & App
Management
Database
Management
Security
Management Tools Pingdom®
Performance
Configuration
IP Address
VoIP
Servers & Apps
Virtualization
Storage
Web Performance
Monitor
Database
Performance
Configuration
SIEM
Network
User Tracking
Remote Support
Help Desk
Network
Secure
File Transfer
Website and Web
App Performance
Management
Real User
Monitoring
Transaction
5© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED

6. WHAT WE OFFER TODAY
BUILDING TOWARD OUR VISION
Enable IT & DevOps pros to proactively and reactively monitor, alert,
troubleshoot and resolve issues
Network
Management
Systems & App
Management
Database
Management
Security
Management Tools Pingdom®
Performance
Configuration
IP Address
VoIP
Database
Performance
Configuration
SIEM
Network
User Tracking
Remote Support
Help Desk
Network
Secure
File Transfer
Website and Web
App Performance
Management
Real User
Monitoring
Transaction
6
Servers & Apps
Virtualization
Storage
Web Performance
Monitor
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED

7. 7
IT SERVICE MANAGEMENT LIFECYCLE
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED
Receive and Log
Service Request
Create Ticket
Assign Technician
Resolve Ticket
Communicate to
End-User
Close Ticket
Obtain Customer
Feedback

8. REMOTE CONTROL AND HELP DESK TOOLS
A Powerful collection of Windows
System Administration tools
including Mini Remote Control
DameWare Remote Support
Customizable and affordable
ticketing, request and asset
management
Web Help Desk
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 8

9. • Simplifies and Streamlines IT Service Management from
Request to Resolution
• Automates Ticketing with Rule-based Routing and
Escalation, Real-time Tracking, and SLA Alerts
• Fully-customizable Forms that are Easy to Change to
Match your IT Support or Other Workflows
• Link Service Requests into Parent/child Relationships
• Automated Performance Report Generation and Delivery
• Customizable IT Change Management and Approval
Workflows, Including Panel Voting
• Customizable Knowledge Base Offers Centralized
Knowledge Management and Promotes End-user Self-
service
• Simplifies IT Asset Management with Built-in Asset
Discovery, or from Import Wizard
• Robust Asset Tracking and Reporting, Including
Purchase, Warranty, Inventory and More
• Correlate Tickets and Assets to Spot Problem Systems
• Intuitive and Easy-to-use Web Interface
• Utilize Existing Active Directory® and LDAP
Infrastructure
• Integration with Orion® Core Products Including
Automated Ticket Creation
• Integration with DameWare to Launch Remote Desktop
Sessions from Tickets or Inventory
• Affordable Pricing for IT Technician Logins - No
Additional Cost for Client Logins or Managed Assets
•
WEB HELP DESK
AFFORDABLE HELP DESK SOFTWARE AND ASSET MANAGEMENT
4
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 9

10. DameWare Mini-Remote Control
• Easy-to-use remote control desktop sharing to solve remote
users’ issues quickly and easily – Windows®, Linux® and Mac®
• Control the users’ computer with true desktop sharing without
locking out the end users to provide true one-on-one support
• Central Server component provides a centralized location to
manage users, user licenses, and Global Host List
• Built-in chat functionality to communicate with remote user
during troubleshooting or configuration
• Click to capture screenshots from the shared desktop to
annotate help desk tickets or document configuration settings
• Remote access privilege options via Group Policy; includes
Active Directory integration and single sign-on support
• Automatically deploy remote control agents and easily manage
local or remote computers, whether attended or unattended
• Support for smart card authentication (CAC) to support users
in highly secure environments
• Low cost single installation license with optional server based
licensing for larger teams
• Data - Resources
DameWare Remote Support
• Includes DameWare Mini-Remote Control
• Remote Windows administration without having to take remote
control of the computer
• Integration with our Web Help Desk ticketing product
• Reboot computers, view and clear event logs, start a remote
console, and start/stop Windows services
• Over-the-internet remote access with the help of a secure
internet proxy to connect to agents outside of your local
network, without public IPs, and behind firewalls; no VPN
required
• Add, delete, and update Active Directory Objects including
Organizational Units (OUs), Security Groups, and Users
• Manage multiple Active Directory domains from one console
• Low cost single installation license with optional server based
licensing for larger teams
• Data - Resources
DAMEWARE
REMOTE SUPPORT AND IT ADMINISTRATION TOOLS
10© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED

11. • Help eliminate complexity of help desk management
• Lower time-to-resolution of IT tickets
• Cut down operational costs
• Improve customer service and satisfaction
11
EFFECTIVELY MANAGE IT SERVICE REQUESTS
SIMPLIFY & STREAMLINE YOUR HELP DESK TICKETING PROCESS
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED

12. DEMONSTRATION
12© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED

13. THANK YOU
QUESTIONS?
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED

14. • Download a free trial: http://www.solarwinds.com/downloads/
• Visit our managing IT service requests website: http://www.webhelpdesk.com/manage-it-
service-requests
• Watch a video on launching a remote session from Web Help Desk:
https://www.youtube.com/watch?v=tiYAtWEwe2o
• Download an IT support whitepaper: http://cdn.swcdn.net/creative/pdf/Whitepapers/The-Art-
of-Organizing-and-Simplifying-IT-Support.pdf
14
ADDITIONAL RESOURCES
LET US KNOW HOW WE CAN HELP YOU
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED

15. • Visit our Federal website: http://www.solarwinds.com/federal
• Call the SolarWinds Federal sales team: 877-946-3751
• Email federal sales: federalsales@solarwinds.com
• Visit our thwack® government group: http://thwack.com/government
• Follow us on LinkedIn®: https://www.linkedin.com/company/solarwinds-government
15
CONTACT US
LET US KNOW HOW WE CAN HELP YOU
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED

16. • Challenge
• Had difficulty providing end-user and systems support from a central
location
• Solution
• The Army uses SolarWinds remote support and IT troubleshooting
tools to support end-users and systems from a central location
• Results
• Provided better service levels to the agency
• Increased productivity of IT staff
• Rated their satisfaction with SolarWinds’ products as 10
(most satisfied) out of 10
• They purchased SolarWinds products because of
• Scalability / ability to support our growth
Source: TechValidate Federal survey October 2015 http://www.techvalidate.com/tvid/C44-0B1-CB4
SOLARWINDS US ARMY CASE STUDY
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 16

17. • Challenges
• They often had to go to the end-user’s physical location to provide
support
• Solution
• Commerce uses SolarWinds remote support and IT troubleshooting tools
to support end-users and systems from a central location
• Results
• Increased productivity of IT staff
• They rated their satisfaction with SolarWinds’ products as 8 out of 10
• Their favorite SolarWinds’ products is DameWare Remote Support
Source: TechValidate Federal survey October 2015 http://www.techvalidate.com/tvid/898-F50-1B7
SOLARWINDS DEPT. OF COMMERCE CASE STUDY
Testimonial:
“This is the only
product I use.”
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED 17

18. The SOLARWINDS and SOLARWINDS & Design marks are the exclusive property of SolarWinds Worldwide,
LLC, and its affiliates, are registered with the U.S. Patent and Trademark Office, and may be registered or
pending registration in other countries. All other SolarWinds trademarks, service marks, and logos may be
common law marks, registered or pending registration in the United States or in other countries. All other
trademarks mentioned herein are used for identification purposes only and may be or are trademarks or
registered trademarks of their respective companies.
© 2016 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED