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Posted: 19 Nov 2004
 

Heads Up: Check out these two great articles from Novell Connection Magazine. This is perfect stuff to put on your boss's desk.

Proactive IT Help Desk Management: Using ZENworks Within an ITIL Process Framework

Those in the role of IT user support over the past few years have seen a profound organizational shift to reduce costs and improve the efficiency of the help desk. Since the end of the 90's, the traditional help desk role has been shifting from an almost isolated, reactive technical support function into the center of a new, integrated IT services management group. This shift is due in part to software vendors supplying mature desktop and help desk management software, and also industry-wide initiatives to standardize "best practices" for better managing the processes and work flows required to streamline help desk center activities. One of these industry standards initiatives is the IT Infrastructure Library, commonly known as ITIL.

The focus of this article is to demonstrate the benefits of utilizing the ITIL framework to integrate ZENworks functionality into your help desk or IT service desk.

Read the entire article here.

SUSE Linux+ZENworks Linux Management

The combination of Novell ZENworks Linux Management and SUSE Linux provides the most powerful and secure Linux solution in the market by giving IT administrators and managers centralized control over Linux software configurations across their server and workstation infrastructures.

Novell ZENworks permits organizations to manage all the resources of diverse systems including desktops, laptops, servers and handheld devices across multiple operating environments that include Windows, NetWare and Linux all from a single point. ZENworks Linux Management extends the capabilities of the Novell Resource Management solution to meet the unique requirements of the Linux operating environment.

Using a unique approach of identity-based policies, Novell Resource Management helps customers automate and control IT costs, and optimize the value of their resources. It helps customers manage the complex platforms, directories and systems they have today while laying a resource management foundation for the future. The business benefits are compelling.

Read the entire article here.


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