Novell Service Desk System Planning, Deployment, and Best Practices Guide

  Novell Service Desk System Planning, Deployment, and Best Practices Guide
    Overview
      The Service Desk
      Customer Loyalty
      Novell Service Desk for ITIL Service Management
      Scalable and Open
      Cost Effective
      Instant Upgrades
      Supported ITIL Processes
      Improved Service Support
      Achieving Service Support
      Conclusion
    ITIL Primer
      Introduction
      Service Strategy - Financial Management
      Service Strategy - Service Portfolio Management
      Service Design – Service Catalogue
      Service Desk - Service Level Management
      Service Transition - Change Management
      Service Transition - Configuration Management
      Service Transition - Release and Deployment Management
      Service Transition - Knowledge Management
      Service Operation - Incident Management
      Service Operation - Problem Management
      Service Operation - Request Fulfillment Overview
    Pre-Design Activities
      Business Assessment
      Who Are Your Customers and What Business Function Do They Have?
      What Do Customers Need Support For?
      What Types of Requests Will Customers Make?
      What Response Are Customers Expecting?
      Who Are The Support Staff?
      What Can The Staff Support?
      What Types of Requests Can the Staff Handle?
      What Response Can the Staff Provide?
      What Metrics Will Be Used?
    Design Activities
      Database
      Configuring Your System
      Integrating Service Desk with ZENworks Configuration Management
    Legal Notices