All of the following features can help an organization's help desk be more effective:
The various tools included in the Remote Tools suite are the main resources when troubleshooting client problems. The hardware and software inventory features can also assist. When troubleshooting clients, it might be important to know the client's current software and hardware configuration or to know about recent changes.
As hardware inventory data is collected, hardware inventory history is built up. By browsing through a client's history of hardware inventory, you can determine how the client's hardware has changed and this can help in diagnosing problems.
By using the software inventory feature, you can store copies of files from the client's computers at the site server. When clients experience problems, you can examine these files to help determine the cause of the problem.
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