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Novell Service Desk overview

Novell Service Desk overview



Have ZENworks with current maintenance? ...

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 Novell Service Desk overview Presentation Transcript

    • Novell ® Service Desk Introduction Jon Giffard Senior Product Manager [email_address]
    • Agenda Novell Service Desk Licensing and pricing Requirements and architecture Demo
    • Novell Service Desk
    • 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
    • Novell Service Desk Capabilities
        • Support for ITIL best practices out-of-the-box
        • Integrated processes in a single console provides a “single pane of glass” experience
        • Open interfaces provide close integration with other Novell and 3 rd party solutions
              • Build a productive, responsive service environment
              • Integrate IT services with business needs
              • Use IT to drive positive business outcomes
              • Adopt best practices across your entire infrastructure and for all support services
      Endpoint Lifecycle Management Endpoint Security Management IT Asset Management IT Service Management
    • Vision
        Through integration and automation, Novell Service Desk helps IT deliver business services, not technology
      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
    • High level capabilities
      • Browser-based, multilingual interface
      • Built on ITIL guidelines
      • Incoming / outgoing e-mail processing
      • Unlimited free usage for end user portal
      • Knowledgebase and solution look-up
      • Integration with Active Directory / eDirectory
      • Import asset information from ZENworks family into CMDB
      • Pre-configured workflows and SLAs
      • Report on various aspects of performance including KPIs, SLAs, etc.
      • Flexible deployment architecture
    • Editions
      • Single solution with two editions that address different requirements:
        • Novell Service Desk for Incident Management
          • For 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
      • Easily move between editions by entering a new license key
        • No re-install necessary
    • Novell Service Desk for Incident Management Audience
        • Small IT team
        • Everyone performs multiple roles
        • Reactive service management
        • Has existing endpoint tools
        • Interested in best practices
      ITIL Processes
        • Incident Management
        • Configuration Management
        • Knowledge Management
        • Service Level Management
    • Novell Service Desk for ITIL Service Management Audience
        • Views IT as a strategic part of the business
        • Offers services with guaranteed SLAs
        • Medium to large IT team
          • Distinct roles
        • May already have a help desk
        • Looking to implement ITIL
      ITIL Processes
        • Request Fulfillment
        • Incident Management
        • Problem Management
        • Change Management
        • Knowledge Management
        • Service Level Management
        • Service Catalog
        • Service Portfolio
        • Financial Management
        • Release and Deployment Management
    • 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
    • Novell Service Desk: v6.5
      • Theme: Reporting
        • Built in report builder
        • Rich content editor
        • OpenID authenication
          • e.g Facebook, Google
        • Stylesheet editor
        • SEO knowledge tagging
        • Outbound web services
        • Partner access based around Org Units
        • Technician groupings
        • HTML 5 dashboards
    • Kovalam
      • Theme: ZENworks integration
        • Remote management
        • Bundle management
    • Novell Service Desk: v7.0
      • Theme – architecture refresh
        • Architecture & GUI based around AJAX
        • More HTML5
        • Update to ITIL v3.1
        • Restful web services, provider and consumer
        • Workflows based on JBPM
    • Licensing and pricing
    • Licensing overview
      • Novell Service Desk requires a license for each user when they consumes one or more of the following processes
        • Incident, Request, Problem or Change
      • Typically these are not end users
        • End users are free
      • Load balancing / High availability
        • Requires additional license
    • Pricing
      • VLA with 1-year maintenance
        • Novell Service Desk for Incident Management
          • User @ $1844
          • Competitive replacement @ $1344
        • Novell Service Desk for ITIL Service Management
          • User @ $2949
          • Upgrade from Incident Management @ $1499
          • Competitive replacement @ $2149
      • Load balance / high availability
          • POA depending on requirements and complexity
    • Entitlement for ZENworks customers
      • All Novell customers with maintenance who have
        • Any edition of Novell ZENworks Configuration Management
        • Novell Open Workgroup Server
        • ZENworks Suite v7
        • ZENworks for Desktops
      • Entitled to
        • 2 x licenses for Novell Service Desk for Incident Management
    • Requirements & Architecture
    • 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
    • Architecture HTTP / HTTPS Browser Smartphone API Apache Tomcat Database
    • Architecture: Single server Apache Tomcat DB
      • Smaller customers
        • 10 – 20 concurrent users
        • 1000 customers
      • Demo / dev environments
    • Architecture: 2 tier Apache Tomcat
      • Most medium to large enterprise
        • 200 techs
        • 200k customers
      DB Notes
    • Architecture: LB N Apache Tomcat 1 Tomcat 2 Tomcat N
      • Apache sends sessions to Tomcat instances
        • Round robin
      • Session will stay with the Tomcat instance it is first allocated to
        • Sticky sessions
      • Not High Availability
        • Session data is not preserved
      DB Shared storage Notes
    • Architecture: HA + LB = Cluster N Apache Tomcat 1 Tomcat 2 Tomcat N
      • Apache sends sessions to Tomcat instances
        • Round robin
      • High Availability
        • Session data is shared
      • Assumes DB is also HA
      DB Shared storage Notes
    • 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.