Federal Webinar: Improve IT Service Management and help meet Federal Standards

Improve IT Service Management
and Help Meet Federal Standards
Federal Webinar
August 15, 2018

• Eren Terkes, Federal Tools Account Manager
eren.terkes@solarwinds.com
703.386.2653 (office)
• Arthur Bradway, Senior Federal Sales Engineer
arthur.bradway@solarwinds.com
703.386.2673 (office)
SolarWinds Introductions
© 2018 SolarWinds Worldwide, LLC. All Rights Reserved.

• SolarWinds Introduction
• IT Service Management
• ITSM Lifecycle
• Web Help Desk® and Dameware® Remote Support Overviews
• Demonstration
• Additional Tools
• Product Overviews
• Product Reviews
• Q&A
Agenda

SolarWinds Overview
•Over 275,000 customers in 190 countries;
SMB to Fortune 500®
•499 of the Fortune 500 are customers
•Every branch of the DoD, and nearly every
civilian and intelligence agency
•No. 1 position in Network Management
market for 2016 and 2017*
•Headquarters in Austin, TX
•Federal Office in Herndon, VA
•2,400+ employees worldwide
* According to IDC, as measured by revenue© 2018 SolarWinds Worldwide, LLC. All Rights Reserved.

SolarWinds Federal Partial Government Client List
Government Customers

Our Vision
Manage all things in a hybrid world
• Regardless of where the
applications and underlying
infrastructure are deployed
• Regardless of where
our management
products need to be
deployed
• While continuing to take
a user-centric
approach—only buy
what you need, when
you need it
Manage all things ITOn-Premises CloudHosted/SaaS
USERS

Security
Management
Logs and Events
Patch
Product Mission: Enable IT and DevOps pros to
proactively and reactively monitor, alert,
troubleshoot, and resolve infrastructure issues.
What We Offer Today
Building toward our future
Network
Management
Performance
Configuration
IP Address
VoIP
Applications &
Management
Servers and
Apps
Virtualization
Storage
Database
Management
Database
Performance
Tools
Remote
Troubleshooting
Web Help Desk
Topology
Mapping
Configuration
MySQL®
Oracle®
SQL Server®
DB2®
SAP® ASE
Device Tracking
Safe File
Transfer
Web
Performance
Product Principles: Powerful, easy (best-in-class
UX), and affordable (starting price for agencies of all
sizes).
© 2018 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Cloud
Logs

IT Service Management Lifecycle
Receive and
Log Service
Request
Create Ticket
Assign
Technician
Resolve Ticket
Communicate
to End-User
Close Ticket
Obtain
Customer
Feedback

Remote Control and Help Desk Tools
A powerful collection of Windows®
system administration tools,
including Mini Remote Control
Dameware Remote Support
Customizable and affordable
ticketing, request, and asset
management
Web Help Desk

Improve ITSM with Web Help Desk
Affordable help desk software and asset management
Feature Description
Asset Discovery Utilize hundreds of hardware and software data points to
help you automate your troubleshooting
Ticket Management Support to manage both hardware and software, and
associated tickets and end-users
Reservation Desk Enables you to check in and check out loaner assets with
ease
Incident History Can simplify hardware replacement research through a
complete list of tickets per asset
End-User Ownership Designed to allow end-users to link service requests with
physical assets
Warranty and Lease Alerts Helps you prevent unexpected warranty and lease
expiration surprises

Web Help Desk Detailed Features
Service Requests
• No limit for clients that can submit tickets
• Correlate tickets and assets to spot problem systems
• Link service requests into parent/child relationships
• Automated, rule-based routing and escalation
• Ticket SLA alerts before/after that ticket falls through the
cracks
• Dashboard and technician interfaces for improved
management
• Fully customizable forms that are easy to change to match
your IT support or other workflows
• Automated performance report generation and delivery
• Simplifies and streamlines IT service management from
request to resolution
Asset Management
• View tickets associated to tracked assets
• Built-in asset discovery, or from import wizard
• Robust asset tracking and reporting, including purchase
• Track warranty expiration
• No additional cost for managed assets
Knowledge Management
• Customizable Knowledge Base (KB) promotes self-
service
• Create/Link KB articles to tickets
ITIL
• IT change management and approval workflows
• Vote Yes/No for Approval Boards or Mgmt approval
Integration
• Connect to the Orion® Platform and automate alert to
ticket creation
• Integration with Dameware to launch remote desktop
sessions from tickets or inventory
• Can integrate with other software to automatically
sync asset/account data
Security
• Utilizes FIPS cryptography
• Works with smart card (CAC) authentication
• Authenticate through existing Active Directory® and
LDAP infrastructure

Improve ITSM with Dameware
Dameware Mini Remote Control Dameware Remote Support
Remote Access
• Control desktop sharing on Windows® , Linux®, and Mac®
• True desktop sharing to provide actual one-on-one support
Remote Control
• Chat functionality
• Send/Receive files
• Capture screenshots during remote session; link to WHD
Remote Agent
• Automatically deploy agents and manage local/remote;
attended/unattended
• Role-based access to set security rules
• Agent options can be deployed/updated via Group Policy or on
connection
Centralized Licensing (Optional)
• Licensing: manage technicians licenses for access, Global Host List
• Smart card authentication (CAC)
• License by technician, and install standalone or central server
Includes Dameware Mini Remote Control
• With all remote and central server features
Active Directory Access
• Add, delete, and update Active Directory objects, including
Organizational Units (OUs), Security Groups, and Users
• Create, delete, modify, and unlock Users
• Manage multiple Active Directory domains from one console
Other Features
• Service Control (Start, Stop, Restart, Install, Remove)
• Remote access with the help of an internet proxy to connect to
agents outside of your Over the Internet (OTI) Remote into
systems outside of the network
Remote Management without a Remote Session
Data - Resources Data - Resources
• Disk Drives
• Event Logs
• Local Groups
• Local Users
• Registry
• Intel® vPro® Actions
• Open Files
• Printers
• Active Processes
• Command Prompt
• Task Scheduler
• Service Manager
• File Shares
• Shutdown Control
• Wake On LAN

• Streamline common tasks with parent/child ticket
processes
• Help eliminate complexity of help desk management
• Automated ticket processes means no question about
who/where a ticket should go
• If a ticket has not been updated/closed, the system will
notify
• Lower time-to-resolution of IT tickets
• Cut down operational costs
• Help improve customer service and satisfaction
Effectively Manage IT Service Requests
Designed to simplify and streamline your help desk ticketing process

Select SolarWinds Tools Designed to Help you Manage IT
Network configuration backup and
management
Kiwi CatTools®
Easily manage Syslog, SNMP trap,
and Windows event log messages
Kiwi Syslog® Server
Automatically map your network in
minutes
Network Topology Mapper
Management, monitoring, and
troubleshooting tools for
engineers
Engineer’s Toolset
Safe, easy-to-use file transfer
management
Serv-U® Secure File Transfer

Kiwi Syslog Server and CatTools
Kiwi Syslog Server
Simple Design, Simple Deployment
• When you just want ”set it and forget it," checkbox deployment
• License by the syslog servers
• High volume log collection with secure web-based access
Logging and Event Collection
• Free Windows Event Log Forwarder for collection of Windows
Event Logs
• Includes SNMP v3 and IPv6 support
• Automate archiving with scheduled compress, encrypt, move, and
other actions
• Receive syslog messages via UDP, TCP, and Secure TCP
• Generate trend analysis graphs of syslog statistics
• Logs can be stored in simple .txt files or as a database
Message Filtering
• Robust alerting utilizing syslog message content, message volume,
or meta data
• Filtering messages to store based on content, or forward on
• Script-based Log Processor for advanced handling of messages
based on custom criteria
• Advanced forwarding for integration with external systems
Data - Resources
Kiwi CatTools
Basic Configuration Collection
• License by install
• Automatic backups of configurations on routers, switches,
firewalls, and other network devices
• Out-of-the-box support for industry-leading manufacturers
Configuration Automation
• Compare configurations between two network devices or current
configuration to its startup configuration
• Simultaneously perform or schedule configuration changes across
multiple network devices
• Includes IPv6 support and SSL/TLS email support
• Automatically generate configuration reports
• Maintain complete configuration history with rollback when
needed
• Automatic notifications when a configuration has changed
Data - Resources

Engineer’s Toolset and Network Topology Mapper
Over 60 on the spot network troubleshooting tools
Single installation license with optional Orion Platform installation
Tool Categories
Configuration Management – viewer, comparison, TFTP/SCP
server, and more
IPAM/DNS/DHCP Monitoring – advanced subnet calculator, IP
address management tool, and more
Network Monitoring – basic network performance monitoring
Network Device Monitoring – near real-time interface monitor,
CPU gauges, and more
Network Diagnostics – enhanced ping, traceroute, and more
Log Management – SNMP trap editor, trap receiver, syslog server,
and more
Security – password generator, remote TCP reset, and more
Network Discovery – IP network browser, switch port mapper, and
more
SNMP – update system MIB, viewer, browser, and more
Data - Resources
Create Dynamic levels of devices across the network
• Scan an entire network for multiple maps
• Automatically discovers networks and creates comprehensive,
detailed network maps typically in just minutes
• Multi-level discovery to produce an integrated OSI Layer 2 and Layer
3 network map that includes detailed device information
• Edit node details of map objects and manually connect devices
• Auto-detect new devices and topology changes with scheduled
network scanning
• Integrate with SolarWinds Orion Network Atlas to merge changes
Export and Compliance
• Export network maps to Microsoft® Office Visio®, PDF, and PNG
formats, and updated map export to Orion Network Atlas
• Address PCI compliance and other regulations that require
maintenance of an up-to-date network diagram
• Inventory management of hardware assets and automated report
creation
• Robust reporting tools help you keep track of inventory and
network information
• Data - Resources
Network diagnostics, troubleshooting, and mapping

Serv-U Managed File Transfer
The Basics
• Per server licensing
• Safe file transfer using FTP client or web browser
• Support for FTP, FTPS, SFTP, and web transfers (HTTP/S) over IPv4 or IPv6 networks
• Safe web management console to monitor and configure
• Safe file sharing on an ad hoc basis through an easy-to-use web interface
• Intuitive web interface that allows sending/receiving of files without an account
Security
• Integrate with Active Directory for instant provisioning
• Leverage existing infrastructure in storage, networking, virtualization, firewalls, Active Directory, and
more
• Access control through granular permissions on virtual folders, groups, domains, and IPs
• Log to SolarWinds® Log & Event Manager, or other Security Event appliance capable of parsing log
files
• Ability to set Transfer ratios, filename filters, quotas, logs, and alerts
• Automated notifications, scripts and other transfer, sign on, and administration events
Data - Resources

Kiwi Syslog Server
Receive real-time alerts based on syslog messages

Kiwi Syslog Server
Automatically respond to syslog messages

Kiwi Syslog Server
Store and archive logs for regulatory compliance

Kiwi CatTools
Schedule automated backups of network device configuration

Kiwi CatTools
Perform or schedule configuration changes across multiple network devices

Kiwi CatTools
Receive real-time alerts when unauthorized configuration changes occur

Automated network discovery

Real time monitoring and alerting

Powerful diagnostic capabilities

Automate device discovery and mapping

Build multiple maps from a single scan

Export network diagrams to Visio

Serv-U File Transfer
Transfer files using FTP and FTPS

Transfer files quickly and easily from the web and mobile devices

Easily transfer multiple and large files

Q&A
Contact Eren Terkes
Federal Tools Account Manager
eren.terkes@solarwinds.com
703.386.2653
Or contact Federal Sales:
877.946.3751
federalsales@solarwinds.com

Contact Us
• Watch a short demo video: http://demo.solarwinds.com/sedemo/
• Download a free trial: http://www.solarwinds.com/downloads/
• Visit our Federal website: http://www.solarwinds.com/federal
• Call the SolarWinds Federal sales team: 877.946.3751
• Email federal sales: federalsales@solarwinds.com
• Email our Government Reseller DLT®: solarwinds@dlt.com
• Follow us on LinkedIn® : https://www.linkedin.com/company/solarwinds-government
Let us know how we can help you

The SolarWinds, SolarWinds & Design, Orion, and THWACK trademarks are
the exclusive property of SolarWinds Worldwide, LLC or its affiliates, are
registered with the U.S. Patent and Trademark Office, and may be
registered or pending registration in other countries. All other SolarWinds
trademarks, service marks, and logos may be common law marks or are
registered or pending registration. All other trademarks mentioned herein
are used for identification purposes only and are trademarks of (and may be
registered trademarks) of their respective companies.
Trademark Notice

Web Help Desk
• Helps simplify and streamline IT service management
from request to resolution
• Automates ticketing with rule-based routing and
escalation, real-time tracking, and SLA alerts
• Fully customizable forms that are easy to change to
match your IT support or other workflows
• Link service requests into parent/child relationships
• Dashboard and technician interfaces for improved
management
• Automated performance report generation and
delivery
• Customizable IT change management and approval
workflows, including panel voting
• Customizable Knowledge Base promotes self-service
• Simplifies IT asset management with built-in asset
discovery, or from import wizard
• Robust asset tracking and reporting, including
purchase, warranty, inventory, and more
• Correlate tickets and assets to spot problem systems
• Uses FIPS cryptography
• Utilize existing Active Directory and LDAP infrastructure
• Integration with the Orion Platform, including
automated ticket creation
• Integration with Dameware to launch remote desktop
sessions from tickets or inventory
• Affordable pricing for IT technician logins—no
additional cost for client logins or managed assets
• Links: Data - Demo - Resource

Dameware Remote Support and IT Administration Tools
Dameware Mini Remote Control
• Easy-to-use remote control desktop sharing to solve remote
users’ issues quickly and easily on Windows, Linux, and Mac
• Control the users’ computer with true desktop sharing without
locking out the end-users to provide true one-on-one support
• Central Server component provides a centralized location to
manage users, user licenses, and Global Host List
• Built-in chat functionality to communicate with remote users
during troubleshooting or configuration
• Click to capture screenshots from the shared desktop to
annotate help desk tickets or document configuration settings
• Remote access privilege options via Group Policy; includes
Active Directory integration and single sign-on support
• Automatically deploy remote control agents and easily manage
local or remote computers, whether attended or unattended
• Support for smart card authentication (CAC) to support users in
highly secure environments
• Low cost single installation license with optional server-based
licensing for larger teams
Dameware Remote Support
• Includes Dameware Mini Remote Control
• Remote Windows administration without having to take
remote control of the computer
• Integration with our Web Help Desk ticketing product
• Reboot computers, view and clear event logs, start a remote
console, and start/stop Windows services
• Remote access with the help of an internet proxy to connect
to agents outside of your local network, without public IPs,
and behind firewalls; no VPN required
• Add, delete, and update Active Directory Objects including
Organizational Units (OUs), Security Groups, and Users
• Manage multiple Active Directory domains from one console
• Low cost single installation license with optional server-
based licensing for larger teams

Kiwi Syslog Server and CatTools
Kiwi Syslog Server
• Easy-to-use high volume log collection with web-based
access
• Advanced filtering and script-based Log Processor for
advanced handling of messages based on custom criteria
• Robust alerting utilizing syslog message content, message
volume, or meta data
• Free Windows Event Log Forwarder for collection of
system events
• Includes SNMP v3 and IPv6 support
• Automate archiving with scheduled compress, encrypt,
move, and other actions
• Receive syslog messages via UDP, TCP, and TCP
• Generate trend analysis graphs of syslog statistics
• Advanced forwarding for integration with external
systems
• Affordable single installation license
Kiwi CatTools
• Basic and affordable configuration management with quick
and easy setup
• Automatic backups of configurations on routers, switches,
firewalls, and other network devices
• Maintain complete configuration history with rollback
when needed
• Compare configurations between two network devices or
current configuration to its startup configuration
• Simultaneously perform or schedule configuration changes
across multiple network devices
• Automatic notifications when a configuration has changed
• Includes IPv6 support and SSL/TLS email support
• Automatically generate configuration reports
• Out-of-the-box support for industry-leading manufacturers
• Affordable single installation license

Additional Tools
• Over 60 must-have network tools
• Configuration Management – viewer, comparison,
TFTP/SCP server, and more
• IPAM/DNS/DHCP Monitoring – advanced subnet
calculator, IP address management tool, and more
• Network Monitoring – basic network performance
monitoring
• Network Device Monitoring – near real-time
interface monitor, CPU gauges, and more
• Network Diagnostics – enhanced ping, traceroute,
and more
• Log Management – SNMP trap editor, trap
receiver, syslog server, and more
• Security – password generator, remote TCP reset,
and more
• Network Discovery – IP network browser, switch
port mapper, and more
• SNMP – update system MIB, viewer, browser, and
more
• Single installation license with optional Orion
Platform installation
• Automatically discovers entire networks and
creates comprehensive, detailed network maps,
typically in just minutes
• Edit node details of map objects and manually
connect devices
• Export network maps to Microsoft Office Visio,
PDF, and PNG formats, and updated map export to
Orion Network Atlas
• Address PCI compliance and other regulations that
require maintenance of an up-to-date network
diagram
• Multi-level discovery to produce an integrated OSI
Layer 2 and Layer 3 network map that includes
detailed device information
• Auto-detect new devices and topology changes
with scheduled network scanning
• Inventory management of hardware assets and
automated report creation
• Robust reporting tools help you keep track of
inventory and network information
• Single installation license
Network diagnostics, troubleshooting, and mapping

Additional Tools
• Safe file transfer using FTP client or web browser
• Support for FTP, FTPS, SFTP, and web transfers (HTTP/S) over IPv4 or IPv6 networks
• Access control through granular permissions on virtual folders, groups, domains, and IPs
• Transfer ratios, filename filters, quotas, logs, and alerts
• Automated notifications, scripts and other transfer, sign on, and administration events
• Safe web management console to monitor and configure
• Safe file sharing on an ad hoc basis through an easy-to-use web interface
• Integrate with Active Directory for instant provisioning
• Intuitive web interface that allows uploading and download of files without costly training
• Leverage existing infrastructure in storage, networking, virtualization, firewalls, Active Directory, and
more
• Per server licensing

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