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Novell Service Desk Cool Solutions

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0 Janus takes a look at Novell Service Desk

2011 represents Novell Service Desk first full year as a contender in the service desk market space (That's not to say that Novell Service Desk has only been in existence for that time - our OEM manufacturer LiveTime has been in business for several years). This article takes a look at the last 12 months and what's coming up in the next

Submitted by: blartfast on Thu. 12.22.2011
Filed Under: Cool Solutions, Cool Blogs: Official Novell Bloggers, Novell Service Desk Cool Solutions
Product: Service Desk

article

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1286

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0 Service Level Management

A service level agreement is a business contract that specifies service level expectations around critical infrastructure and business services. Typically, they refer to restoration targets that the Service Desk needs to meet.

Submitted by: blartfast on Tue. 12.06.2011
Filed Under: Cool Solutions, Cool Blogs: Official Novell Bloggers, End-User Computing, Novell Service Desk Cool Solutions
Product: Service Desk

article

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1773

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0 Configuring Single Sign On (SSO) from NetIQ Access Manager to Novell Service Desk (LiveTime) using SAML

Gaurav Vaidya explains how to configure SAML based SSO from NetIQ Access Manager to Novell Service Desk.

Submitted by: gvaidya on Fri. 12.02.2011
Filed Under: Identity & Security Management Cool Solutions, Cool Solutions, Novell Service Desk Cool Solutions
Product: Access Manager, Service Desk

article

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1098

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0 Public Holidays, SLAs and Technicians Assignment

Do you take into account publc holidays with your service desk? For example, where the Service Desk has a global customer base and office locations in multiple countries, the observed public holidays for the different countries and states can be configured by the Administrator. Then when a request is logged by a customer in one country where the service desk has a public holiday, it assigns the new request to a Technician in a region that does not have the holiday.

Submitted by: blartfast on Fri. 12.02.2011
Filed Under: Cool Solutions, Cool Blogs: Official Novell Bloggers, Novell Service Desk Cool Solutions
Product: Service Desk

article

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2146

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0 How do you like your doc?

Quick question: Which documentation format do you prefer?

article

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0 Customer success with Novell Service Desk

In the United Kingdom, Oxleas NHS Foundation Trust was struggling with an overly complex helpdesk management solution, and wanted an easy-to-use solution that could integrate seamlessly with its existing infrastructure. Novell Service Desk allowed the Trust to rationalise and automate its technical support, improving efficiency and reducing expenses.

Submitted by: blartfast on Mon. 10.10.2011
Filed Under: Cool Solutions, Cool Blogs: Official Novell Bloggers, End-User Computing, Novell Service Desk Cool Solutions
Topic: Success Stories
Product: Service Desk

blog

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1368

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0 Apache secure frontend for Service Desk

How To: Use Apache to serve SSL to your Customers / Users while connecting non-SSL to your Service Desk.

Submitted by: dbenjamin on Wed. 10.05.2011
Filed Under: Collaboration Cool Solutions, Cool Solutions, Novell Service Desk Cool Solutions
Topic: Apache, Browsers, Proxy, Secure Access, Tips for Administrators
Product: Linux, Service Desk

article

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8684

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8 Novell Service Desk v6.5 also brings with it a new deployment option; the virtual appliance

Along with a host of new features and capabilities, Novell Service Desk v6.5 also brings with it a new deployment option; the virtual appliance.

The virtual appliance can be deployed in under 3 minutes in a typical VMware environment which is just enough time to brew a decent cup of tea.

Read on to see how to do this ( the appliance, not the tea brewing ).

Submitted by: blartfast on Mon. 09.26.2011
Filed Under: ZENworks Cool Solutions, Cool Solutions, Cool Blogs: Official Novell Bloggers, End-User Computing, Novell Service Desk Cool Solutions
Topic: Announcements, virtual appliances
Product: Service Desk

blog

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1843

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0 Novell Service Desk v6.5

What’s new

Version 6.5 includes refinement and expansion of existing application functionality, while also incorporating numerous new features and Customer requests. The following is a summary of the updated and new functionality.

Submitted by: blartfast on Thu. 09.08.2011
Filed Under: Cool Solutions, Cool Blogs: Official Novell Bloggers, End-User Computing, Novell Service Desk Cool Solutions
Topic: Announcements
Product: Service Desk

article

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2289

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0 Why we post Disclaimer text on Cool Solutions content

Several of you have asked about the Disclaimer text that displays at the bottom of everything we post at Cool Solutions. Here's the scoop.

article

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4969

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0 Take a survey for a chance to win $25 worth of Amazon goodness

How do you feel about Cool Solutions? Please take this short survey and help us identify what's working, and what we can improve. To thank you for your time, we'll enter you for a chance to win one of ten $25 Amazon.com gift cards. Don't be shy!

article

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4513

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2 Winners of the best "Dumb Support Calls" contest

Thanks to all of you who submitted funny support calls you've gotten. Check out the winners.

article

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1935

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0 Check out the new Communities page

We've just launched a massively refreshed Communities home page. Check it out.

article

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2187

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2 How to log enhancement requests for Novell Products

Got a brilliant suggestion for a new feature for a Novell product? Ever wish there was a way to get the attention of the product development teams? There is!

blog

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1781

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0 Novell Service Desk 6.2 is just around the corner

Novell Service Desk 6.2 is coming out shortly. Here's a summary of what's new and fixed from v6.1.3.

Submitted by: blartfast on Mon. 02.28.2011
Filed Under: Cool Solutions, Cool Blogs: Official Novell Bloggers, Novell Service Desk Cool Solutions
Topic: Upgrade
Product: Service Desk

blog

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1480

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0 The acceptable face of technology – ITSM Service Catalog

Organizations would rather chew their own legs off than hear about technology.
This should not really come as a surprise to anyone involved in I.T; the organizations we all work for don’t care about technology or how it works. They do care that email works 24×7, that documents can be printed, internet access works. Do they care that the company uses OSPF to route IP packets? Or that applications run on virtualised servers? The NAS has 10TB of storage? In a word, No.

Here’s a test to prove my point. Next time you see some one else in the organization who is not in I.T, engage them in a conversation about the differences between IPv4 and IPv6. See how long it is before they either run away or eye glaze becomes apparent.

Let's not talk technology to the organization. Let's use terms that are meaningful for all such as ‘Email’, ‘Printing’, ‘Internet access’ etc.. Let's present technology in an acceptable, understood way. Let's talk Services.

Submitted by: blartfast on Mon. 02.28.2011
Filed Under: Cool Solutions, Cool Blogs: Official Novell Bloggers, End-User Computing, Novell Service Desk Cool Solutions
Topic: IT Management
Product: Service Desk

article

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2371

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0 Accessing Technical Information About Your Product

When you have a technical problem to solve or you want to just stay informed on new tips, patches, and Technical Information Documents (TIDs) you probably would appreciate finding it all in one location. Keeping up to date on the newest technical information regarding YOUR installed Novell product just got easier.

blog

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0 Overview of Novell Service Desk on YouTube - by Jon Giffard

Novell Service Desk YouTube video

Submitted by: gcattelain on Fri. 02.11.2011
Filed Under: ZENworks Cool Solutions, Cool Solutions, Solution Provider, Technology Partners, ZENworks Community Builds, Cool Blogs: Official Novell Bloggers, End-User Computing, Novell Service Desk Cool Solutions
Product: ZENworks

article

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5202

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0 Patch Notification RSS Feeds Now Available

Now you can get RSS feeds to keep informed about new patches for your products. Check it out.

article

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2325

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1 It's Official: Novell Support Still Rules

Novell continues to gain recognition for superior customer support. Come see what Lighthouse Research & Development found when they studied Linux support customers.

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