Remote Management

Since day one , remote management has featured in Novell ZENworks Configuration Management. With Novell Service Desk 6.5.4 , this feature will be available to technicians so that they can get their eyes onto what the customer is experiencing. This will provide a vastly reduced time to resolution making customers even happier as their incidents and service requests get resolved even more quickly ( BTW , you can measure user opinion with Novell Service Desk surveys ). With this capability, you do not need Novell ZENworks Configuration Management web console. We securely authenicate the Service Desk Technician to Novell ZENworks Configuraiton Management and utilise its security model for remote management.

Relationship Impact Map

LiveTime has introduced a new multi-level relationship map so Technicians can readily see the impact of an outage and related infrastructure directly within the CMDB or the request itself. As the information is dynamically updated by third party monitoring tools Technicians will see a view of the entire business and it’s related services.

Multisource LDAP

Multiple LDAP connections allows organizations with different authentication servers in various locations and timezones to synchronize with LiveTime, providing a federated source of Service Desk Customers and Technicians in a single database.

Line Manager Approvals

The introduction of line manager approvals for Service and Change Requests. By associating line managers with Customers, when a Request is logged that requires management approval prior to processing, the Request can be automatically routed to the appropriate manager for approval. For service organizations that propose changes and updates to their customers’ environments, customers will have the ability to approve or reject work proposed by the service provider.

Workflow Map

Another big change relates to the workflow editor which is more interactive and fully animated allowing technicians and customers to see exactly where they are in the entire process and the next steps available.

Scheduled Reporting

The ability to configure scheduled reports across User Groups. Within the Administrator Portal, out-of-the-box and custom-built reports can be selected and scheduled for automatic emailing to Supervisor, Manager, Technician, Finance and Administrator Users, ensuring User relevant data is sent on a regular basis. The Custom Report Builder also includes functional enhancements.

Process Switching

For Service Desks with Request Fulfillment and Incident Management, requests that are generated as an Incident can be readily toggled to a Service Request, and vice versa, while maintaining one identification number. This means customer correspondence will be more easily managed and the request’s history available within a single audit trail.

Knowledge Import

The capability to import Knowledge Base Articles using a .CSV file, providing service organizations with the convenience of importing large amounts of information stored in external sources with a single file.

Planned Outages Map

Users will also notice the capability to create Planned Outages for Multiple Items. Users will be able to easily traverse the relationship map to see all infrastructure that is to be related to the Planned Outage and apply the improved notifications to update Customers accordingly.