Corporate Helpdesk
Use Case: Corporate Helpdesk
Title:
Comprehensive Incident Management and Technical Support with CIQ ITAM
Objective:
Enable the Helpdesk team to quickly identify, analyze, resolve, and document IT incidents using accurate CIQ ITAM data, ensuring operational efficiency, security, compliance, and full traceability of all assets.
Primary Actors:
- Helpdesk Technician
- End User (when needed for incident confirmation)
Preconditions:
- All corporate devices have the CIQ ITAM agent installed and up-to-date.
- Software licenses and asset contracts are registered and monitored.
- Permission profiles and geolocation settings are correctly configured.
- Critical alerts (red alert software, hardware failure, or network disconnection) are enabled.
Detailed Use Scenario
1️⃣ Incident Detection and Notification
- The CIQ ITAM agent automatically detects hardware issues (e.g., disk failure, insufficient memory, CPU overload) or software problems (e.g., unauthorized critical programs, application failure).
- Alerts are sent in real time to the Helpdesk, including severity level.
- Devices disconnected from the network or not communicating with the platform are also flagged.
2️⃣ Device Inquiry and Detailed Analysis
- The technician accesses the full device inventory:
- Hardware: processor, cores, frequency, RAM, disks, storage, boards, peripherals, status, and health.
- Software: installed applications, versions, approval status, critical software, and red alerts.
- Network: IP, gateway, subnet mask, DNS, MAC Address, active interfaces (Ethernet, Wi-Fi, virtual).
- Operating System: name, version, architecture, serial/license number, installed updates.
- Geolocation: physical location, permitted perimeters, movement history.
- Change History: hardware/software modifications, reinstalls, and applied updates.
3️⃣ Diagnosis and Action Planning
- The technician reviews detailed CIQ ITAM reports to identify possible causes: overload, unauthorized software, hardware failure, or network conflicts.
- Evaluates the incident’s criticality and prioritizes actions based on business impact.
4️⃣ Remote Action
- CIQ ITAM allows remote actions via LAN/WAN, including:
- Installing, updating, or uninstalling software.
- Executing correction or maintenance scripts.
- Configuration adjustments and security patch deployment.
- Before any change, the system verifies licensing, permissions, and compliance.
5️⃣ Logging, Auditing, and Reporting
- All actions are automatically logged in CIQ ITAM, including time, responsible technician, changes made, and device status.
- Consolidated reports can be generated, showing incident history, affected devices, involved software, and actions taken.
6️⃣ Closure and Feedback
- The technician confirms with the end user that the issue is resolved.
- Device status is updated, and the incident is recorded as closed.
CIQ ITAM Features Used
- Detailed hardware, software, and network inventory.
- Remote management: installation, update, and uninstallation via LAN/WAN.
- Reports and history: changes, performance, downtime, and consolidated inventory.
- Licensing and compliance: software and contract validation.
- Geolocation and perimeter tracking: asset location and exceptions.
- Permissions and access control: user roles for operational security.
Benefits
- Reduced incident resolution time.
- Increased Helpdesk team productivity.
- Full traceability and detailed history of each asset.
- Enhanced security and compliance with automated alerts and validations.
- Operational efficiency, minimizing physical travel and rework.
