Our MindIt online technology enables us to deliver a low cost reactive support package and provide strategic decision makers with the information they need in order to develop and stabilise their IT infrastructure. These are the key features of MindIt:
Service Desk / Trouble Ticketing
MindIT online features complete integrated trouble ticketing. Users and administrators can create/update a service desk task on the system and see its progress as it is fixed. We can provide manager service desk access for client IT Managers/administrators. Severe Issues on monitored servers are automatically escalated into service desk tickets. Users can send e-mails to service desk and the system will convert them into a ticket automatically.
Integrated Reports
There are comprehensive integrated management and operational reports that are customisable and always available. Clients can view online or export to HTML, Word or Excel.
Computer Audit
Remove the headache of auditing your PC and server hardware and software with complete computer inventory and software inventory. Stay legal with fully automated audits that are always up-to-date.
PC Remote Control / Remote Support
Waterstons and client staff can access computers remotely from anywhere. Secure and configurable, Waterstons can access PCs behind firewalls and NAT without port mapping or infrastructure changes.
Patch Management
Fully automated patch management service that schedules security patch scans, patch deployment and history. It is scalable, secure, configurable and location independent – superior to all leading patch management systems.
Network Monitoring / Alerts
Waterstons' service desk or onsite personnel will receive instant notification for hardware changes, software changes, policy violations, low disk space, new devices on the LAN, etc.
Windows Event Monitoring / Alerts
Waterstons will monitor Windows event logs with defined alerts on errors.
Software Deployment / Update
Software installations and software updates can be deployed across the organisation with a mouse click. Waterstons' MindIT online is easier and more flexible than other software deployment solutions.
Security
MindIT Online uses encrypted communication using 256-bit RC4 with rolling keys. There are no open ports and no plain-text data packets are sent through the network. There is nothing for attackers to exploit.
Flexible Administration
Clients and service desk use one integrated web based interface. It is accessible from anywhere and has a flexible setup. Waterstons and client administrators/users can administer the system.
Fast and Easy Deployment
PC and server agents will deploy in minutes without any downtime.
All new customers receive an initial IT systems health check to identify current and future risks to the client business. The results from the check are collated to formulate a strategy. From this strategy we will meet the requirements of the client by combining onsite time within the contract.
How does MindIt Online work?
Each client has a support agent deployed to it. The agent communicates with our secure server and is responsible for delivering all the services to the desktop or server such as patch management or remote control. When the agent is installed it downloads policy sets in order to carry out checks or tasks and send back the results to our service desk for proactive reporting and a full audit trail.
If a problem arises on the Server or PC an automatic ticket is created for our service desk personnel to respond. Client desktop users can log calls with Waterstons' service desk by double clicking an icon on the start bar or sending an e-mail to the service desk. E-mails will be converted automatically into tickets on our service desk system. Any further e-mail correspondence is automatically logged under the same ticket for reference.
Client administrators can request access to the secure server to manage service desk calls onsite (if required) and can access management IT health reports, software and hardware audit information etc. as listed in the section above.
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