Speaker: David Babbitt, Technical Program Manager, Spiceworks 12:00 - 13:00 When you work in IT, it’s not just about managing IT; it’s about babysitting – errr, managing – the users. Spiceworks can help keep your users in line. Session topics include: Performing common Active Directory tasks and updates Reporting on the “neediest” users and departments Keeping track of assets on loan Creating self-service reports Taking steps to establish your intranet user portal and help desk success

1. User Management Got You Down?
David Babbitt
Spiceworks to the Rescue!

2. Agenda

3. Theme 2
Devices
Tickets
People
You
Purchases

4. • Fix owners on computers
• Add/Edit people attributes
• Enable Active Directory
• LDAP/AD advanced options
Phase 1: People Inventory
• Devices
• People

5. • AD unlock and password reset
• Report 2229—Locked out users
• Users hoard email
• Report 785—Exchange mailboxes over 500MB
• Other reports for hosted email
• Users need new things
• Users borrow your things
Phase 2: Solving User Problems
• Devices
• People
• Purchases
• Reports

6. • Simple tickets as tasks
• Tracking time
• Report 3240—Time spent per user
• Report 3241—Time spent per product
• Set up the portal
• Set up email
• Adopting the help desk
Phase 3: Tasks Management to Help Desk
• Devices
• People
• Purchases
• Reports
• Help Desk

7. • Choose your metric
• Due date and stale ticket alerts
• Helpdesk Tech role
• Time per tech
• Reports
• 743—Ticket update staleness
• 945—Ticket arrival rate
Phase 4: Running an Efficient Help Desk
• Devices
• People
• Purchases
• Reports
• Help Desk

8. Questions?