At Your Service:
Improving Service Management with Novell Service Desk
By Ken Baker, Novell Connection Magazine - March 2011
Here's an excerpt:
If you want to improve the quality of the IT service you provide to your internal customers in a way that meets your business needs, it’s time to take a look at Novell Service Desk. Whether you’re using Novell ZENworks or third-party solutions for endpoint management, endpoint security and asset management, Novell Service Desk complements your investments to give you the IT service management capabilities you need. It helps you close calls faster, so both your users and IT personnel can be more productive.
Built on ITIL Best Practices
Novell Service Desk has been designed and built upon the IT Infrastructure Library (ITIL), the internationally recognized best-practices approach to IT service delivery. (See Service Desk Differentiators) Service Desk uses ITIL in a way that improves your IT organization’s ability to act as an IT service provider for your business units. This enables you to provide services with the quality and availability that you negotiate with those business units. It also lets you continuously review those services to make sure they’re the right services for the business and that they’re being delivered according to your Service Level Agreements (SLAs). (See Figure 1.)
To help you integrate IT with your business needs, Novell Service Desk provides fine-grained control over key business logic parameters for the following core ITIL service and delivery support processes:
- Configuration Management – Uses a centralized configuration management database (CMDB) to store, manage and control all types of infrastructure information.
- Request Fulfillment – Enables end users to obtain information or advice, as well as easily submit requests for change.
- Incident Management – Ensures the fastest path to resolution by facilitating the creation of incident workflows using a combination of states and transitions, configurable business rules, and automated notifications.
- Problem Management – Uses a combination of manual and proactive analysis with automatic problem-identification tools to rapidly identify root causes.
- Change Management – Manages and controls CMDB changes in accordance with documented change-management procedures.
- Service-level Management – Facilitates the ability to meet SLAs in accordance with ITIL best practices.
- Service Catalog – Assists with diagnosis and root-cause analysis by defining and managing the active or ‘live’ services offered to end users so you can group components with related dependencies under a single service umbrella.
- Financial Management – Quantifies the financial value of IT services and the underlying IT infrastructure so you can map budgets to the monetary value your services provide, based on actual usage and warranty information.
- Release and Deployment Management – Enables the planning, scheduling and control of changes and updates from test to live environments.
- Knowledge Management – Provides efficient knowledge creation, publication and distribution processes that speed resolution times, reduce frustration and empower customers.
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