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Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
Novell service desk gwava con
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Novell service desk gwava con

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Novell Service Desk Presentation GWAVACon 2012

Novell Service Desk Presentation GWAVACon 2012

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  • 1. Novell Service DeskOverviewThomas Sens Oliver vorm WaldeTechnology Sales Specialist Senior Technology Sales Specialisttsens@novell.com ovwalde@novell.com
  • 2. Novell Service Desk Headline 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 tools2 © Novell, Inc. All rights reserved.
  • 3. Novell Service Desk key capabilities End 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 3 © Novell, Inc. All rights reserved.
  • 4. Novell Service Desk key capabilities Remote 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 4 © Novell, Inc. All rights reserved.
  • 5. Novell Service Desk key capabilities Bundle 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 5 © Novell, Inc. All rights reserved.
  • 6. Novell Service Desk key capabilities Asset 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 6 © Novell, Inc. All rights reserved.
  • 7. Novell Service Desk key capabilities Email• 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 7 © Novell, Inc. All rights reserved.
  • 8. Novell Service Desk key capabilities Surveys• 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 results8 © Novell, Inc. All rights reserved.
  • 9. Novell Service Desk key capabilities Knowledge 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 9 © Novell, Inc. All rights reserved.
  • 10. Novell Service Desk key capabilities Open 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 10 © Novell, Inc. All rights reserved.
  • 11. 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 organization11 © Novell, Inc. All rights reserved.
  • 12. Novell Service Desk for Incident ® Management Audience ITIL Processes • Small IT team • Incident Management • Everyone performs multiple • Configuration Management roles • Knowledge Management • Reactive service • Service Level Management management • Has existing endpoint tools • Interested in best practices12 © Novell, Inc. All rights reserved.
  • 13. Novell Service Desk for ITIL ® Service Management Audience ITIL Processes • Views IT as a strategic part • Request Fulfillment of the business • Incident Management • Offers services with • Problem Management guaranteed SLAs • Change Management • Medium to large IT team • Knowledge Management with distinct roles • Service Level Management • May already have a help • Service Catalog desk • Service Portfolio • Looking to implement ITIL • Financial Management • Release and Deployment Management13 © Novell, Inc. All rights reserved.
  • 14. 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 Management14 © Novell, Inc. All rights reserved.
  • 15. Demo
  • 16. 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/NovellZENworks16 © Novell, Inc. All rights reserved.
  • 17. Questions?17 © Novell, Inc. All rights reserved.
  • 18. Have fun @ GWAVAcon and use Novell Service Desk Thank you.18 © Novell, Inc. All rights reserved.
  • 19. Corporate Headquarters 801.861.7000 (Worldwide) Join us on: 1800 South, Novell Place 800.453.1267 (Toll-free) www.novell.com Provo, Utah 8460619 © Novell, Inc. All rights reserved.
  • 20. This document could include technical inaccuracies or typographical errors.Changes are periodically made to the information herein. These changes may beincorporated in new editions of this document. Novell, Inc. may make improvementsin 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 ofNovell, Inc. in the United States and other countries. All third-party trademarks are the propertyof their respective owners.

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