Novell service desk gwava con

Novell Service DeskOverview

Thomas SensTechnology Sales Specialist

tsens@novell.com

Oliver vorm WaldeSenior Technology Sales Specialist

ovwalde@novell.com

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Novell Service DeskHeadline capabilities

• Fully web based Service Desk

• Available as a traditional installer or virtual appliance

• Provides support for 11 out of 13 ITIL process

• Communicate with end users using email / SMS

• End users have own portal

– Create and update requests

– Self help with knowledge base and forums

• Out of the box integration with

– Groupwise ( email )

– ZCM ( asset import, bundle management and remote management )

• Open interfaces to integrate with 3rd party systems

– E.g Networking monitoring tools

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Novell Service Desk key capabilitiesEnd user portal self help

• Benefits of self service– Low cost

– Shorter time to resolution

• These result in– Reduction in overall support

costs

– Reduction in end user downtime = productivity gain

• Novell Service Desk end user portal enables self help with

– Knowledge base

– Forums

– Chat facility

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Novell Service Desk key capabilitiesRemote management

• Benefits of remote management

– Lower cost than a physical visit

– Shorter time to resolution

• These result in

– Reduction in overall support costs

– Reduction in end user downtime = productivity gain

• NSD uses remote management from ZCM within its web console

– No ZCM web console needed

– Full feature set

– Integrated with ZCM security model

– Audit trail

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Novell Service Desk key capabilitiesBundle Management

• Benefits of bundle management

– Lower cost than a physical visit

– Shorter time to resolution

• These result in

– Reduction in overall support costs

– Reduction in end user downtime = productivity gain

• NSD use bundle management from ZCM within its web console

– No ZCM web console needed

– Full feature set

– Integrated with ZCM security model

– Audit trail

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Novell Service Desk key capabilitiesAsset sync

• Benefits of asset sync

– Creates list of items that I.T will provide support for

– Service Desk has accurate information for request resolution

• These result in

– Reduction in overall support costs by only supporting ‘approved’ devices

– Reduction in end user downtime = productivity gain

• NSD uses asset sync from ZCM

– Default connectors that can be modified

– Sync on a schedule

– Audit trail of changes

– Automatic ownership assignment

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Novell Service Desk key capabilitiesEmail

• Benefits of email

– Lowest cost and easiest method of communication with the Service Desk

• This results in

– Reduction in overall support costs

– Improved end user satisfaction

• NSD email

– Any SMTP / POP3 system

– Emails are routed to the relevant teams

– All email communication is performed within NSD web console

– Requests can be created / updated all from within email

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Novell Service Desk key capabilitiesSurveys

• Enabling Service Desk for surveys has several benefits

– Measure satisfaction levels

– Identifies gaps in service delivery or missing services

• These result in IT

– Providing services that the business needs at the right level of response ,quality and cost

• NSD surveys

– Variety of survey questions and response types

– Selection of survey targets with defined duration

– Reporting of results

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Novell Service Desk key capabilitiesKnowledge base

• Benefits of knowledge Base

– Shorter time to resolution

– Enables self help

• These result in

– Reduction of overall service desk workload

– Reduction in overall support costs

– Reduction in end user downtime = productivity gain

• NSD knowledge base

– Role based access for entries

– Enables End user portal for self help

– Store information on I.T operational process

– Apply Change Management to Knowledge base

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Novell Service Desk key capabilitiesOpen integration

• Enabling Service Desk for 3rd

party integration has several benefits

– Automate manual processes

– Real time notification of IT operational events

• These result in IT

– Reduction in IT operational costs and risk

• NSD open integration

– ZCM for asset , bundle and remote management

– Use Vibe for forms that initiate NSD tasks e.g new starter / mover / leaver

– Monitoring applications

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Editions

• Novell® Service Desk for Incident Management

– For small IT departments focused on day-to-day operations

• Novell Service Desk for ITIL Service Management

– For IT departments focused on providing long-term services to the broader organization

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Novell ® Service Desk for Incident Management

AudienceAudience

• Small IT team

• Everyone performs multiple

roles

• Reactive service

management

• Has existing endpoint tools

• Interested in best practices

ITIL ProcessesITIL Processes

• Incident Management

• Configuration Management

• Knowledge Management

• Service Level Management

© Novell, Inc. All rights reserved.13

Novell ® Service Desk for ITIL Service Management

AudienceAudience

• Views IT as a strategic part

of the business

• Offers services with

guaranteed SLAs

• Medium to large IT team

with distinct roles

• May already have a help

desk

• Looking to implement ITIL

• Views IT as a strategic part

of the business

• Offers services with

guaranteed SLAs

• Medium to large IT team

with distinct roles

• May already have a help

desk

• Looking to implement ITIL

ITIL ProcessesITIL Processes

• Request Fulfillment

• Incident Management

• Problem Management

• Change Management

• Knowledge Management

• Service Level Management

• Service Catalog

• Service Portfolio

• Financial Management• Release and Deployment

Management

• Request Fulfillment

• Incident Management

• Problem Management

• Change Management

• Knowledge Management

• Service Level Management

• Service Catalog

• Service Portfolio

• Financial Management• Release and Deployment

Management

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Entitlement for ZENworks ® Customers

All Novell® customers with maintenance ( not Academic ) who have…

– Novell ZENworks Configuration Management

– Novell Open Workgroup Suite

… are entitled to

– 2 licenses for Novell Service Desk for Incident Management

– They will need to buy support for those licenses

– Upgrade available to Novell Service Desk for ITIL Service Management

Demo

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Take a look @

• Jon Giffard Blog

– http://jgiffard.wordpress.com/

• LiveTime Blog

– http://blogs.livetime.com/

• Novell Cool Solutions

– http://www.novell.com/communities/coolsolutions/novell-service-desk

• Novell Service Desk v7 Beta Announcement

– https://www.facebook.com/NovellZENworks

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Questions ?

Thank you.

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Have fun @ GWAVAcon and use Novell Service Desk

801.861.7000 (Worldwide)800.453.1267 (Toll-free)

Corporate Headquarters1800 South, Novell PlaceProvo, Utah 84606

Join us on:www.novell.com

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This document could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein. These changes may be incorporated in new editions of this document. Novell, Inc. may make improvements in or changes to the software described in this document at any time.

Copyright © 2011 Novell, Inc. All rights reserved.

All Novell marks referenced in this presentation are trademarks or registered trademarks of Novell, Inc. in the United States and other countries. All third-party trademarks are the property of their respective owners.