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In this 45:23 webcast recording, the End-User Computing Team shared about the newest component of the Novell Endpoint Management solution family, Novell Service Desk.

Based on Information Technology Infrastructure Library (ITIL) best practices, Novell Service Desk can help Novell partners provide high-quality managed services and align customers' IT with the organization's business goals; ultimately increasing customers' profitability and improving productivity and success.

Jacques Sauve of Adaris Technologies, a Novell partner, highlighted the opportunities that Novell Service Desk has provided his firm. Jon Giffard, Novell Product Manager, and Mark Taylor, EUC Channel Lead, will help you understand how Novell Service Desk can assist in establishing best practices for managing incidents and support requests.

You will also learn how to:

• Generate new streams of licensing and support services revenue
• Increase Novell® ZENworks business opportunities
• Expand Managed Services Provider(MSP) - based service desk solutions for Small Medium Enterprises (SME) customers

Read more for the link to this resource.

Randal speaks to Jacques Sauve, President of Novell Partner Adaris, about Novell Service Desk.

Listen for:

• why Novell Service Desk has convinced them to get into the Service Desk business
• how Jacques uses Novell Service Desk to convince customers that ITIL is necessary and doable

Read more for the link to this resource.

Randal speaks to Jon Giffard, Novell Service Desk Product Manager, about Novell Service Desk.

Listen for:

• the benefit your ZENworks customers will derive from implementing their free license entitlement to Novell Service Desk for Incident Management
• upsell opportunities to the bigger edition
• just a touch of levity

Read more for the link to this resource.

In this 29:55 webcast recording, Rob Kraczek revisits how to sell Novell Service Desk. Topics Covered:

• What can Novell Service Desk do?
• Novell Service Desk Editions
• How do I sell it?

Read more for the link to this resource.

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

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.