Novell Service Desk for ITIL Service Management is a complete service management tool for the enterprise designed around ITIL. Based on open standards and a Web 2.0 interface, Novell Service Desk enables organizations to implement best practices in a matter of weeks, not months.
Supporting 11 core ITIL processes out-of-the-box and integrated CMDB, Novell Service Desk enables full visibility into the organization’s infrastructure and support services. Instantly identify whether your business is delivering against Key Performance Indicators (KPI’s) such as Service Level Agreements, response times and spot rates.