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Behind the Phones

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To help you be more successful with your LANDesk investment, we continue to develop Best Known Methods for our products to help you take advantage of your investment.  You can view our current BKMs here.

 

In addition to the BKM documents, we’ll be making key BKMs available in short video segments to walk you through various tasks in LANDesk.  In the next month watch for video segments on how to upgrade your core server to 8.8, configuring your database, and configuring your 8.8 agents before deployment.

 

Update

Last month I told you about our focus on developing more knowledge in our emerging products.  To improve our Service Desk support we had one of our lead engineers in England the last two weeks working on customer issues with the developers, top Touchpaper

support engineers, and Touchpaper consultants.  As a result of this in depth, hands-on training you should see an immediate impact to our Service Desk support.

 

 

The other major topic last month was our quarterly tips & tricks webinar.  We held our Q1 webinar at the end of January with wild success.  We had over 300 LANDesk admins and users join the live session.  If you missed it, you can view it in the Customer Support Community.

 

 

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Welcome to the new LANDesk Community.  And, welcome to “Behind the Phones”.  The topics for “Behind the Phones” will range

from support organizational announcements and changes coming in the way we deliver customer support to topics concerning how our customers have enjoyed success by engaging with our support organization.

 

I’m Josh Baxter, Director of Worldwide Technical Support here at LANDesk.  I’ll be writing to you on a monthly basis over the coming year and welcome your feedback directly or here on the community. 

 

Some of the key areas of focus for us in 2008 are growing our technical knowledge in new technologies and improving our proactive communication to customers.  How will we do it?

 

Improving Technical Knowledge: Our emerging technologies have historically been supported by the same support engineers who support LDMS and LDSS.  We recognize we need to quickly develop depth of knowledge on these technologies, so have created dedicated support teams to support LANDesk Service Desk and LANDesk Process Manager.  These teams are receiving advanced training on the products they own and are deeply involved with the corresponding engineering teams.  These changes are already paying dividends as we are able to resolve issues more quickly and influence product improvements.

 

Proactive Communication: We will be improving our proactive communication through quarterly Tips & Tricks webinar sessions from our best and brightest.  Our Level 3 support engineers will be presenting topics during each session to help you gain more value from your LANDesk investment.  Our first session is on January 31 and will cover new features in LANDesk Solutions 8.8.  You can register for the first session by visiting here.

 

 

 

 

The other key proactive communication venue will be our LANDesk Community.  Watch for requests for whitepaper topics, pre-release information about our mini-rollups, and BLOGs from our top support engineers in the near future.

 

 

 

 

We are excited to start a new year and welcome any feedback you have on our service, community, products, or any other topic.

 

 

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