Novell Service Desk: Incident vs. Service Management
Compare which Novell Service Desk solution best fits your needs.
| Capability | Novell Service Desk for Incident Management | Novell Service Desk for ITIL Service Management |
|---|---|---|
ITIL Process |
||
| Incident Management | Yes | Yes |
| Request Fulfilment | No | Yes |
| Problem Management | No | Yes |
| Change Management | No | Yes |
| Knowledge Management | Yes | Yes |
| Service Level Management | SLA Only | Yes |
| Service Catalogue | No | Yes |
| Service Portfolio | No | Yes |
| Financial Management | No | Yes |
| Release Management | No | Yes |
| Deployment Management | No | Yes |
| CMDB | Yes | Yes |
| Reporting | Yes | Yes |
| Integration with ZENworks (Asset synchronization / remote management and bundle assignment ) |
Yes | Yes |
| Email processing | Yes | Yes |
| Unlimited end user portal | Yes | Yes |
| AD / LDAP / eDirectory – Authentication and synchronization | Yes | Yes |
| Native iOS Technician application available | Yes | Yes |
| 3rd party integration with web services | Yes | Yes |