Implementing eControl for Help Desk User Management and Self Service Aldo Zanoni Master CNI, B.A., B.Ed. Director of Customer Service, Omni Technology

Implementing eControl for Help Desk User Management and Self Service

Aldo ZanoniMaster CNI, B.A., B.Ed.Director of Customer Service, Omni Technology Solutions [email protected]

© March 9, 2004 Novell Inc.2

Session Overview

eControl Presentation (10 minutes)1

Installation, Configuration and Demonstration on a Live System (20 Minutes)

2

EMU Presentation (5 Minutes)3

Demonstration of Export, Import, Bulk Modify, Advanced Functions – Auto-Create (5 Minutes)

4

Managing Mixed Networks: eDirectory, Active Directory, GroupWise, Exchange, Notes (10 Minutes)

Questions and Answers (10 minutes)6

5

3

Part 1a: Help Desk User Management (HD)

• Use HD to provide a controlled interface for your Help Desk Operators

• Distribute standard Tier One Help Desk Operations to a larger number of non-technical people without worrying about them accidentally creating "distress" in your life by using NWAdmin and ConsoleOne®.

• Train your Tier One HDOs on how to use HDU in under 15 minutes!

• Increase user and administrator satisfaction

4

Help Desk User Management (HDU)

Provides a Win32, ‘RIGHTS REQUIRED” utility that allows you to control what options appear in the user administration screen.

Provides a restricted, intuitive interface for Help Desk Operators (HDOs).

Allow local administrators to:

enable/disable accounts, change NDS and GroupWise passwords, change NetMail 3.x values, Group Membership, GroupWise Distribution Lists and and much more from a simplified interface

5

Part 1b: eControl – HD, USS, CL, AC

Web-based interface forFOUR modules

4

1 Help Desk User Management

User Self-Service

Contact List

Account Create/Manager

2

3

4NDS/eDir

GroupWiseThrough LDAP

Through APIs

Browser Proxy Service

AD, Exchange, Notes,

OpenLDAPThrough LDAP

6

eControl “ZERO Rights” Modules

eControl “ZERO Rights” Modules


PART 2:eControl Demonstration

www.omni-ts.com


Part 3: Use EMU to…

• Improve your Return on Investment in large Novell® networks.

• Better manage large Netware, NDS/eDirectory®, NetMail® and/or GroupWise® Networks.

• Create, manage, import or modify tens, hundreds and thousands of accounts.

• Manage more accounts with fewer resources, in less time, with less stress.

• Update tens, hundreds or thousands of telephone numbers (or other standard or extended schema values) with a few clicks of a mouse.

• Select/modify/delete accounts based on last login time, number of days since last login time, never logged in, not used in X days, etc.


EMU Features

• Supports extended eDirectory/NDS® schemas and changing extended schema values from a text file.

• Bulk change eDirectory/NDS values for existing users from text file.

• Check for duplicate accounts in the the entire eDirectory/NDS Tree before you create new users.

• Automatically append a number to accounts that would otherwise conflict. Ability to change the duplicate accounts to a name of your choice.

• Save new, non-conflicting user names to a text file for future reference.


EMU Features (continued)

• Ability to bulk modify NDS and/or GroupWise passwords based on the contents of a text file

• Ability to select and bulk modify accounts and account information based on the contents of a text file

• Support for managing Novell NetMail® user preference settings

• Create and copy files to "Secondary" home directories (directories in another location with "home directory" Trustee Assignments and file ownership)

• Set Trustee Assignments for Home Directories (and Secondary Home Directories) - at creation and during mass modification

• Ability to mass copy files or directories into home directories at creation or when modifying



• Move user home directories to other volumes - keep Trustee Assignments, File Ownership and Disk Restriction information

• Check for duplicate user names in specific containers (or the entire tree) before creating user IDs

• Enhanced ability to modify users based on the contents of a text file

• Bulk modify user properties based on Group Membership

• Add and delete Group Membership at the same time • Bulk modify GroupWise visibility • Bulk modify GroupWise and NDS passwords • Create GroupWise users for existing NDS users



• Ability to save all create information to an EMU profile - a powerful improvement on the concept of user templates

• Allows you to re-use the field links for multiple import sessions

• Use EMU Auto-Create and Auto-Delete functions to automate user creation/deletion


PART 4:EMU Demonstration

www.omni-ts.com


Part 5: Manage Mixed Networks

eControl Version 2.x – single browser for Help Desk Operators

•Microsoft Active Directory•Microsoft Domains•Microsoft Exchange•Lotus Notes

eControl


PART 5:Mixed Network and Administration Tool

Demonstrationwww.omni-ts.com

16

MyOneNet Managed Global eDirectory and GroupWise Solution

Fully managed, publicly available eDirectory and GroupWise service

•Monthly subscription model for hosted Novell eDirectory, GroupWise, iFolder and third-party services•High-speed Internet/Broadband connection required -- NO servers, software or installation/management -- NO hardware investment•Up and running with your GroupWise account in under five minutes•Runs on current versions of NetWare (6.5) and GroupWise (6.5.1)•Hosted on IBM Blade Servers with 1.2 Terrabyte of SAN

• Unlimited growth by adding additional IBM Blade Servers• Guaranteed up-time and 24-hour support from IBM UK• State of the Art, Fiber Internet connection and unlimited bandwidth

between Europe and North America.

17


Access Methods

• Web-based sign-up, automatic Account Creation and Self-management provided by Omni-TS eCONTROL platform

• Uses full features of the 32-bit GroupWise client• JAVA Macintosh and LINUX client access• Also accessible using:

• BlackBerry GWmobile – GPRS worldwide (PageNet, CMDA, 1X and others in North America)

• Web Access• Citrix access

18


Third-Party Software and Service Integration

• Additional third-party and Novell software and services

• iFolder, ZenWorks, NetStorage, MyOffice, . . .• GWmobile – wireless connectivity for RIM BlackBerry

(Pocket PC version available in January, 2004) • GEE Whiz – anti-virus, anti-spam, content management• Fax Software • Contact Management• . . .

19


www.MyOneNet.com

20

Part 6:

Don’t forget to stop by our booth and enter to win Omni software and the Grand Prize -

a $2,500.00 US “Gold Egg of Opportunity”

[email protected]

Questions and Answers ?

© March 9, 2004 Novell Inc.21 GEE Whiz GEE gwMobile eControl CCUweb EMU HDU

CCU PCU NMN CRU CPU GWMerge GWEmailer GWIAU

INNOVATIVE Novell eDirectory and GroupWise Soultions for:

Anti-Spam, Anti-Virus, Archive/Redirect, RIM GW Mobile, Help Desk User and Password

Management (web-based), Bulk User Import/Modify and Management, Common Rules, Common

Proxy, Common Calendar, Calendar Web Publishing, Password Co-ordination, Bulk E-mailers….

Use OUR solutions to improve YOUR GroupWise ROI!


General DisclaimerThis document is not to be construed as a promise by any participating company to develop, deliver, or market a product. Novell, Inc., makes no representations or warranties with respect to the contents of this document, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. Further, Novell, Inc., reserves the right to revise this document and to make changes to its content, at any time, without obligation to notify any person or entity of such revisions or changes. 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.

No part of this work may be practiced, performed, copied, distributed, revised, modified, translated, abridged, condensed, expanded, collected, or adapted without the prior written consent of Novell, Inc. Any use or exploitation of this work without authorization could subject the perpetrator to criminal and civil liability.

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Implementing eControl for Help Desk User Management and Self Service Aldo Zanoni Master CNI, B.A., B.Ed. Director of Customer Service, Omni Technology