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Service Desk Features

Deploy a full service desk solution that cuts costs and improves service levels

Key Features

5 Surprising Reasons You Should Use Service Desk

It doesn't just improve your service management. It improves your life.

What's new with Service Desk

Manage requests using your favorite Mobile device

Build a productive, responsive service environment

Move from a reactive to a proactive stance by providing high-quality managed services across your organization.

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Align your IT services with business needs

Make sure your IT services, processes and goals support strategic business requirements and objectives.

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Use IT to drive positive business outcomes

Use IT to make your organization more productive, profitable and successful.

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Tap into all the advantages of ITIL v3

Adopt best practices across all your infrastructure and support services.

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Scalable, Open Architecture

Integrated CMDB

Create a centralized, knowledge-driven repository for all your service management information. The Service Desk configuration management database (CMDB) is a centralized, knowledge-driven repository for all service-management information discovered, inventoried and managed through ZENworks and other products.

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Web 2.0 architecture

Provide more choices by supporting the latest web technologies. With 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.

Vendor neutral approach

Make the most of your existing hardware and software investments. 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.

Support for open standards

Keep your service desk solution open. 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. 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.

Seamless Integration

Third-party integration

Use web services to lower your integration costs. Integrating third-party applications via web services erases the high costs of typical enterprise integration projects. Service Desk comes pre-integrated with all major asset management tools. It also supports all LDAP and Active Directory servers for authentication.

Integration with our products

Make service management part of your larger change and configuration management solution. Service Desk is designed to work seamlessly with:

  • Micro Focus eDirectory authentication server for centralized user management
  • Micro Focus SecureLogin for single sign-on
  • ZENworks Configuration Management for asset management

This gives you flawless integration with our technologies that you already depend on.

Support for ITIL v3 Processes

Request fulfillment

Make it easy for your end users to obtain information or advice and quickly submit requests for change.

Incident management

Create a more responsive, capable service organization. The incident management capabilities in Service Desk make it possible for you to restore services more quickly and respond to users faster. With 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
Problem management

Identify root causes and solve problems more quickly. The problem management capabilities in 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.

Change management

Implement important changes without disrupting your operations. Powerful change management features in Service Desk will help you assess the risk of changes and manage disruptions to daily operations.

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Service-level management

Define, manage and track your service delivery levels more effectively. With 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.

Service catalog

Define and manage the services you offer to your users. 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.

Financial management

Measure the value of the IT services you provide. 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
Release and deployment management

Plan, schedule and control changes and updates to your environments. 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.

Knowledge management

Speed resolution times, reduce frustration and empower end users to solve their own problems. Powerful knowledge management features in 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.

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Fast and Easy

Fast, efficient deployment

Deploy a complete, scalable, ITIL compliant service management solution in a matter of days. With 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.

Ease of Use

Take advantage of an intuitive, easy-to-use browser-based interface. 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

Mobile App

Manage requests using your favorite Mobile device

No matter whether you are at your desk or at a remote location, you can now manage and support your customer requests using your favorite.

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5 Surprising Reasons You Should Use Service Desk 7

It doesn't just improve your service management. It improves your life.

Read more

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