Novell Service Desk Features
Deploy a full service desk solution that cuts costs and improves service levels
- Key Features
- Scalable, Open Architecture
- Seamless Integration
- Support for ITIL v3 Processes
- Fast and Easy
Move from a reactive to a proactive stance by providing high-quality managed services across your organization.
Make sure your IT services, processes and goals support strategic business requirements and objectives.
Use IT to make your organization more productive, profitable and successful.
Adopt best practices across all your infrastructure and support services.
Scalable, Open Architecture
Create a centralized, knowledge-driven repository for all your service management information. The Novell Service Desk configuration management database (CMDB) is a centralized, knowledge-driven repository for all service-management information discovered, inventoried and managed through Novell ZENworks® and other products.
Provide more choices by supporting the latest web technologies. With Novell Service Desk, you are not limited by a specific browser or plugin because the product supports every browser on every operating system and embraces the latest web 2.0 technologies.
Make the most of your existing hardware and software investments. Novell Service Desk supports all major operating systems, databases and application servers with simple installation and configuration on existing business systems. This greatly reduces the need to invest in proprietary software or specific hardware.
Keep your service desk solution open. Novell Service Desk applications support open standards and comply with existing standards such as XML, web services, Java, Mail and CSS.
Invest in a solution that can easily grow with your business. Novell Service Desk supports thousands of concurrent users and integrates easily with other systems to expand and adapt to your existing enterprise applications. Complete support for clustering, load balancing and failover is also available.
Use web services to lower your integration costs. Integrating third-party applications via web services erases the high costs of typical enterprise integration projects. Novell Service Desk comes pre-integrated with all major asset management tools. It also supports all LDAP and Active Directory servers for authentication.
Make service management part of your larger Novell change and configuration management solution. Novell Service Desk is designed to work seamlessly with:
- Novell eDirectory™ authentication server for centralized user management
- Novell SecureLogin for single sign-on
- Novell ZENworks Configuration Management for asset management
This gives you flawless integration with the Novell technologies you already depend on.
Support for ITIL v3 Processes
Make it easy for your end users to obtain information or advice and quickly submit requests for change.
Create a more responsive, capable service organization. The incident management capabilities in Novell Service Desk make it possible for you to restore services more quickly and respond to users faster. With Novell Service Desk, your service organization can:
- Define incident workflows using a combination of states and transitions
- Use configurable business rules to dispatch incidents to the most appropriate specialist
- Generate notifications that ensure the fastest path to resolution
Identify root causes and solve problems more quickly. The problem management capabilities in Novell Service Desk help your service desk workers find the root causes of problems. It helps them find solutions, and prevent the problem from happening again, by using the right blend of manual or proactive analysis and automatic problem identification tools.
Implement important changes without disrupting your operations. Powerful change management features in Novell Service Desk will help you assess the risk of changes and manage disruptions to daily operations.
Define, manage and track your service delivery levels more effectively. With Novell Service Desk you can meet response or fix deadlines in accordance with ITIL best practices. This includes using Service Level Agreements (SLAs) based upon Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) to define, manage and track service delivery levels.
Define and manage the services you offer to your users. Novell Service Desk makes it easy to define and manage all of the active or “live” services you offer to end users. This includes “wrapping” many underpinning components under a single umbrella with related dependencies, which makes it easier to diagnose problems and perform root cause analysis.
Measure the value of the IT services you provide. Novell Service Desk includes tools that help you quantify the financial value of the IT services you provide, as well as your underpinning IT infrastructure. This makes it possible to:
- Link corporate finances directly to service management
- Assign a monetary value to services and service components
- Allocate costs based on accurate usage and warranty information
Plan, schedule and control changes and updates to your environments. Novell Service Desk provides tight integration between the embedded CMDB and Change Management, which makes it possible to plan, schedule and control changes and updates from test to live environments.
Speed resolution times, reduce frustration and empower end users to solve their own problems. Powerful knowledge management features in Novell Service Desk give you efficient knowledge creation, publication, and distribution processes that can help you speed resolution times, reduce frustration and empower end users to solve their own problems.
Fast and Easy
Deploy a complete, scalable, ITIL compliant service management solution in a matter of days. With Novell Service Desk, there are no more 6–12 month implementations and long-term consulting contracts. The product is designed so that customization can be performed by users using simple configuration options and style changes.
Take advantage of an intuitive, easy-to-use browser-based interface. Novell Service Desk provides fast, easy access to information and rapid ROI with an elegant browser-based interface. This includes:
- Fully customizable visual dashboards with drill downs
- Personalized views of all main screens using list views and filters
- Single sign-on options for instant access