EnvokeIT Support Manager (ESM)
What is the EnvokeIT Support Manager (ESM)?
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ESM is the first software that’s really targeted to lower your IT support costs!
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This new tool brings you the opportunity to solve your support cases quicker and more efficiently; and thereby drastically reducing your support costs!
What does ESM provide?
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Removes the in-depth knowledge requirement on the helpdesk staff, i.e.; they do not need to know how to use several tools or know which advanced settings to verify for each user or client! They just run an ESM-Check on a user that then compares the user settings with the pre-defined company policy, and any miss-configurations are clearly shown!
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Ensures that escalated service calls to 2nd and 3rd level support teams contain accurate information so that they don’t have to spend time and thereby costs in performing 1st level information gathering!
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One (1) administrative tool to support and troubleshoot the whole environment! Your helpdesk agents are no longer needed to have both the Active Directory Users and Computers, Access Suite Console and the Citrix Presentation Server Console! ESM provides both session management (shadow, logoff, disconnect, message etc) and also account unlock and password reset functionality and even more advanced account report and check functions!
For a more high level presentation of EnvokeIT Support Manager please download and see the product presentation;
Download ESM PowerPoint Presentation
Screenshots
Return on Investment (ROI)
It's important that you understand how EnvokeIT Support Manager can help you reduce your support costs and what the ROI on the product is. We've created this example for you and also provided you with a simple Excel formula that you can add your own costs into and calculate what your ESM ROI would be.
ROI example;
In the following ROI example we've calculated with the data as you can see in the picture below. The costs is calculated in Euros (€) and these are some of the estimations made;
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60% of all calls need to be troubleshooted further by either the 1st, 2nd or 3rd level support. This involves checking for group memberships and other account related settings that can be configured in the ESM. Approximatly 20-40% of all calls to a helpdesk are password related and can be solved through the ESM as well and are not within these 60%.
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We've also estimated that it takes ~5 minutes for a technician to gather all relevant information into a service call in order for a 2nd or 3rd level support engineer to be able to solve the problem. Remember that this is not just adding information about the account and which groups that the user is a member of, this also includes information such as; ICA client version, client IP-addresses, server that session(s) is running, applications used in the farm etc. This is most likelly never passed from 1st o 2nd level support to the 3rd level support team which means that the 3rd level support need to gather this data and that costs more than if the first level does it using the ESM that also does it quicker.
You can download and enter your own data into the ROi example and see what your ROI would be;
Download ROI Example