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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

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