Novell Service Desk overview


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Have ZENworks with current maintenance?

If the answer is yes, you may be entitled to two free licenses for Novell Service Desk.

See the slide presentation to learn more about Novell Service Desk capabilities.

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Novell Service Desk overview

  1. 1. Novell ® Service Desk Introduction Jon Giffard Senior Product Manager [email_address]
  2. 2. Agenda Novell Service Desk Licensing and pricing Requirements and architecture Demo
  3. 3. Novell Service Desk
  4. 4. Novell Endpoint Management Novell ® Endpoint Management Ensures people have exactly what they need in their desktop, notebook and mobile device environments to remain productive and secure from threats both seen and unseen . ZENworks Configuration Management ZENworks Application Virtualization ZENworks Asset Management ZENworks Patch Management ZENworks Asset Management Novell Service Desk ZENworks Endpoint Security Management ZENworks Patch Management ZENworks Network Access Control Novell Full Disk Encryption (2011) Endpoint Lifecycle Management Endpoint Security Management IT Asset Management IT Service Management
  5. 5. Novell Service Desk Capabilities <ul><ul><li>Support for ITIL best practices out-of-the-box
  6. 6. Integrated processes in a single console provides a “single pane of glass” experience
  7. 7. Open interfaces provide close integration with other Novell and 3 rd party solutions </li></ul></ul>Benefits <ul><ul><ul><ul><ul><li>Build a productive, responsive service environment
  8. 8. Integrate IT services with business needs
  9. 9. Use IT to drive positive business outcomes
  10. 10. Adopt best practices across your entire infrastructure and for all support services </li></ul></ul></ul></ul></ul>Endpoint Lifecycle Management Endpoint Security Management IT Asset Management IT Service Management
  11. 11. Vision <ul>Through integration and automation, Novell Service Desk helps IT deliver business services, not technology </ul>Integration Open interfaces allows all elements of IT infrastructure to intelligently communicate with Service Desk Automation Provides automated delivery of IT services to customers to agreed levels of quality and cost Service IT acts a utility, business consumes services and not technology
  12. 12. High level capabilities <ul><li>Browser-based, multilingual interface
  13. 13. Built on ITIL guidelines
  14. 14. Incoming / outgoing e-mail processing
  15. 15. Unlimited free usage for end user portal
  16. 16. Knowledgebase and solution look-up
  17. 17. Integration with Active Directory / eDirectory
  18. 18. Import asset information from ZENworks family into CMDB
  19. 19. Pre-configured workflows and SLAs
  20. 20. Report on various aspects of performance including KPIs, SLAs, etc.
  21. 21. Flexible deployment architecture </li></ul>
  22. 22. Editions <ul><li>Single solution with two editions that address different requirements: </li><ul><li>Novell Service Desk for Incident Management </li><ul><li>For IT departments focused on day-to-day operations </li></ul><li>Novell Service Desk for ITIL Service Management </li><ul><li>For IT departments focused on providing long-term services to the broader organization </li></ul></ul><li>Easily move between editions by entering a new license key </li><ul><li>No re-install necessary </li></ul></ul>
  23. 23. Novell Service Desk for Incident Management Audience <ul><ul><li>Small IT team
  24. 24. Everyone performs multiple roles
  25. 25. Reactive service management
  26. 26. Has existing endpoint tools
  27. 27. Interested in best practices </li></ul></ul>ITIL Processes <ul><ul><li>Incident Management
  28. 28. Configuration Management
  29. 29. Knowledge Management
  30. 30. Service Level Management </li></ul></ul>
  31. 31. Novell Service Desk for ITIL Service Management Audience <ul><ul><li>Views IT as a strategic part of the business
  32. 32. Offers services with guaranteed SLAs
  33. 33. Medium to large IT team </li></ul></ul><ul><ul><ul><li>Distinct roles </li></ul></ul></ul><ul><ul><li>May already have a help desk
  34. 34. Looking to implement ITIL </li></ul></ul>ITIL Processes <ul><ul><li>Request Fulfillment
  35. 35. Incident Management
  36. 36. Problem Management
  37. 37. Change Management
  38. 38. Knowledge Management
  39. 39. Service Level Management
  40. 40. Service Catalog
  41. 41. Service Portfolio
  42. 42. Financial Management
  43. 43. Release and Deployment Management </li></ul></ul>
  44. 44. Roadmap 1.0: iPhone 1.0: iPad 1.0: Android Q1'11 Q2'11 Q3'11 Q4'11 NSD:6.2 NSD:6.5 NSD:7.0 Kovalam
  45. 45. Novell Service Desk: v6.5 <ul><li>Theme: Reporting </li><ul><li>Built in report builder
  46. 46. Rich content editor
  47. 47. OpenID authenication </li><ul><li>e.g Facebook, Google </li></ul><li>Stylesheet editor
  48. 48. SEO knowledge tagging
  49. 49. Outbound web services </li></ul></ul><ul><ul><li>Partner access based around Org Units
  50. 50. Technician groupings
  51. 51. HTML 5 dashboards </li></ul></ul>
  52. 52. Kovalam <ul><li>Theme: ZENworks integration </li><ul><li>Remote management
  53. 53. Bundle management </li></ul></ul>
  54. 54. Novell Service Desk: v7.0 <ul><li>Theme – architecture refresh </li><ul><li>Architecture & GUI based around AJAX
  55. 55. More HTML5
  56. 56. Update to ITIL v3.1
  57. 57. Restful web services, provider and consumer
  58. 58. Workflows based on JBPM </li></ul></ul>
  59. 59. Licensing and pricing
  60. 60. Licensing overview <ul><li>Novell Service Desk requires a license for each user when they consumes one or more of the following processes </li><ul><li>Incident, Request, Problem or Change </li></ul><li>Typically these are not end users </li><ul><li>End users are free </li></ul><li>Load balancing / High availability </li><ul><li>Requires additional license </li></ul></ul>
  61. 61. Pricing <ul><li>VLA with 1-year maintenance </li><ul><li>Novell Service Desk for Incident Management </li><ul><li>User @ $1844
  62. 62. Competitive replacement @ $1344 </li></ul><li>Novell Service Desk for ITIL Service Management </li><ul><li>User @ $2949
  63. 63. Upgrade from Incident Management @ $1499
  64. 64. Competitive replacement @ $2149 </li></ul></ul><li>Load balance / high availability </li><ul><ul><li>POA depending on requirements and complexity </li></ul></ul></ul>
  65. 65. Entitlement for ZENworks customers <ul><li>All Novell customers with maintenance who have </li><ul><li>Any edition of Novell ZENworks Configuration Management
  66. 66. Novell Open Workgroup Server
  67. 67. ZENworks Suite v7
  68. 68. ZENworks for Desktops </li></ul><li>Entitled to </li><ul><li>2 x licenses for Novell Service Desk for Incident Management </li></ul></ul>
  69. 69. Requirements & Architecture
  70. 70. Product requirements Database MS SQL 2005 or later Sybase Oracle MySQL Postgresql v8 or later OS 64-bit Windows Server 2008 SLES 11 SP1 Java 64-bit Sun JDK v1.6 Email POP3 / POPS3 SMTP / SMTPS IMAP / IMAPS Browsers Firefox 2.0 or later IE 6 or later Chrome Safari Directory service Active Directory eDirectory Native handheld iphone ipad
  71. 71. Architecture HTTP / HTTPS Browser Smartphone API Apache Tomcat Database
  72. 72. Architecture: Single server Apache Tomcat DB <ul><li>Smaller customers </li><ul><li>10 – 20 concurrent users
  73. 73. 1000 customers </li></ul><li>Demo / dev environments </li></ul>Notes
  74. 74. Architecture: 2 tier Apache Tomcat <ul><li>Most medium to large enterprise </li><ul><li>200 techs
  75. 75. 200k customers </li></ul></ul>DB Notes
  76. 76. Architecture: LB N Apache Tomcat 1 Tomcat 2 Tomcat N <ul><li>Apache sends sessions to Tomcat instances </li><ul><li>Round robin </li></ul><li>Session will stay with the Tomcat instance it is first allocated to </li><ul><li>Sticky sessions </li></ul><li>Not High Availability </li><ul><li>Session data is not preserved </li></ul></ul>DB Shared storage Notes
  77. 77. Architecture: HA + LB = Cluster N Apache Tomcat 1 Tomcat 2 Tomcat N <ul><li>Apache sends sessions to Tomcat instances </li><ul><li>Round robin </li></ul><li>High Availability </li><ul><li>Session data is shared </li></ul><li>Assumes DB is also HA </li></ul>DB Shared storage Notes
  78. 79. Unpublished Work of Novell, Inc. All Rights Reserved. This work is an unpublished work and contains confidential, proprietary, and trade secret information of Novell, Inc. Access to this work is restricted to Novell employees who have a need to know to perform tasks within the scope of their assignments. 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. General Disclaimer This document is not to be construed as a promise by any participating company to develop, deliver, or market a product. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. 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. The development, release, and timing of features or functionality described for Novell products remains at the sole discretion of Novell. 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.