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Frequently Asked Questions

Frequently Asked Questions

What is included in the new Novell ZENworks Suite?

  • ZENworks Application Virtualization
  • ZENworks Asset Management
  • ZENworks Configuration Management
  • ZENworks Endpoint Security Management
  • ZENworks Full Disk Encryption
  • ZENworks Patch Management
  • Novell Service Desk, Incident Management edition

Where can I find out more about the ZENworks Suite itself?

www.novell.com/zensuite


When will the change to the new suite occur?

On February 25, 2014 we will update your account in the Novell Customer Center to reflect the Novell ZENworks Suite and its products.


Do I have to do something?

Yes and no.

If you want to take advantage of the new products in the ZENworks Suite right away, you need visit the Novell Customer Center and retrieve new license keys for the new products you wish to use. You will also likely need to upgrade to the newest version of ZENworks if you have not already done so. You do not need to do this, however, if you don’t wish to take advantage of new products.


Are we forcing you to upgrade?

Note that the introduction of the Novell ZENworks Suite has no effect on stand-alone products—only on customers with an existing suite or bundle.

All customers with existing suites or bundles are automatically upgraded as of February 25, 2014, per the upgrade path for each suite or bundle (refer to the “Upgrade Paths” tab above).

At that time, you will be granted an equivalent number of ZENworks Suite licenses—the only exception being Novell Endpoint Protection Suite customers (again, please refer to the “Upgrade Paths” tab above for details). You are free to upgrade the software itself whenever you choose.


Can I continue to buy individual ZENworks products?

Yes, ZENworks products will continue to be available as stand-alone products. If you’re buying more than two ZENworks products, the ZENworks Suite is probably going to be more economical, but you can buy everything individually if you prefer.


Is ZENworks Mobile Management included?

No, not at this time. However, we do expect to introduce this functionality to the ZENworks Suite at some point in the future.


Does the ZENworks Suite require more hardware? Are the requirements very different from a single ZENworks product?

The ZENworks Suite brings no significant changes in the backend infrastructure of existing products. For a full list of technical specifications for the ZENworks Suite and all the ZENworks products, visit www.novell.com/products/zenworks/zenworks-suite/technicalinfo/.


Will the ZENworks Suite cost me more money?

Buying the ZENworks Suite is much cheaper than buying all the products individually. In addition, in almost every case, customers moving from an old suite to the ZENworks Suite will pay the same or less for list pricing. List pricing does not take into account special discounts you may already have.


Will the ZENworks Patch Management content subscription be included in the price of maintenance?

No. The ZENworks Patch Management content subscription is a separate discounted option that you can purchase with the Novell ZENworks Suite. However, the prices have been designed to be consistent with what you were paying when the patch subscription was included in older legacy suites (such as ZENworks Configuration Management Advanced Edition). Basically, maintenance and the patch content subscription will be two items instead of one, but the pricing should be the same or less as current maintenance options that include patch.


What’s the difference between the incident management version and the ITIL version of Novell Service Desk?

The ITIL version of Novell Service Desk is much larger. It also carries the important ITIL certification from PinkVERIFY. It offers:

  • Change management
  • Request fulfillment
  • Incident management
  • Service asset and configuration management
  • Knowledge management
  • Service catalog management
  • Problem management
  • Service level management
  • Release and deployment management
  • Service portfolio management

The incident management version offers only incident management. It does not carry the ITIL certification, though the incident management features are the same as those in the ITIL certified version.


Why do some people get the incident management version of Novell Service Desk and others get the ITIL version?

Every customer that receives or purchases the ZENworks Suite will receive Novell Service Desk Incident Management. Customers being transitioned from our larger, more extensive suites (Novell Total Endpoint Management Suite and ZENworks Configuration Management Enterprise) are also receiving a one-time subscription entitlement to Novell Service Desk for ITIL to ensure they receive maximum value—this subscription will run for the duration of their prepaid maintenance period.


How has licensing for Novell Service Desk changed, and how does that affect ZENworks customers?

Previously, we sold Novell Service Desk licenses by “technician.” For each named technician a customer wanted to have working on Novell Service Desk, the customer had to buy a license.

With the ZENworks Suite and with Novell Service Desk for ITIL add-on subscriptions, you now have the ability to license Novell Service Desk using the same per-user or device license model as all of ZENworks. This model covers all end users or devices being serviced by your ZENworks deployment. This option is only available within the ZENworks Suite or as a Novell Service Desk for ITIL add-on subscription to the ZENworks Suite. Customers choosing this option must purchase equivalent number of subscription licenses as their ZENworks Suite deployment. Note that the previous “technician” licenses are relatively expensive, where “seat” licenses are much less expensive.

Some ZENworks customers previously had entitlements to two technicians for Novell Service Desk Incident Management. Now Novell Service Desk Incident Management is included in each ZENworks Suite license and is covered by the ZENworks Suite maintenance. For example, if you have 100 ZENworks Suite licenses, you have 100 Service Desk licenses.

Customers may continue to purchase Novell Service Desk per named technician as desired.

Upgrade Paths

I have ZENworks Configuration Management Advanced Edition

You will get five more products for the same list price.

Today you have ZENworks Configuration Management and ZENworks Patch Management and three products that are no longer supported: ZENworks Handheld Management, Linux Management and Server Management.

With the ZENworks Suite, you will still get ZENworks Configuration Management and ZENworks Patch Management as well as ZENworks Asset Management, ZENworks Application Virtualization, ZENworks Endpoint Security Management, ZENworks Full Disk Encryption and Novell Service Desk, Incident Management edition. The combined list price for maintenance and patch content subscription remains the same.


I have ZENworks Configuration Management Enterprise Edition

You will get three new products and pay a lower list price for licenses and maintenance and patch content subscription. There will be more SKUs, but the overall list price will be lower.

Today you currently have ZENworks Asset Management, ZENworks Configuration Management, ZENworks Endpoint Security Management, ZENworks Patch Management and three products that are no longer supported: ZENworks Handheld Management, Linux Management and Server Management.

With the Novell ZENworks Suite you will still get ZENworks Asset Management, ZENworks Configuration Management, ZENworks Endpoint Security Management and ZENworks Patch Management. You will also get ZENworks Application Virtualization, ZENworks Full Disk Encryption and the full, ITIL-certified version of Novell Service Desk. You will have SKUs for maintenance, a patch content subscription and the Service Desk ITIL subscription, with a slight decrease in your overall maintenance renewal list price.


I have Novell Endpoint Lifecycle Management Suite, with patch subscription

You will get three new products and pay a slightly higher list price for maintenance (this will not take effect until your next renewal). There will also be a few more SKUs in your renewal.

Today you have ZENworks Application Virtualization, ZENworks Asset Management, ZENworks Configuration Management, ZENworks Patch Management and two technician licenses for Novell Service Desk Incident Management.

With the Novell ZENworks Suite you will also get ZENworks Endpoint Security Management, ZENworks Full Disk Encryption and Novell Service Desk Incident Management. Note that we have changed the licensing from “named technician” to “per seat” for Novell Service Desk for this new suite. You will now receive as many Service Desk licenses as you have ZENworks Suite licenses. You will have SKUs for both maintenance and patch content subscription, which results in a slight increase in list-price renewal. Please contact your Novell sales representative if you have questions.


I have Novell Endpoint Lifecycle Management Suite, without patch subscription

You will get three new products and pay a slightly higher list price for maintenance (this will not take effect until your next renewal).

Today you have ZENworks Application Virtualization, ZENworks Asset Management, ZENworks Configuration Management and two technician licenses for Novell Service Desk Incident Management.

With the Novell ZENworks Suite you will also get ZENworks Endpoint Security Management, ZENworks Full Disk Encryption and Novell Service Desk Incident Management. Note that we have changed the licensing from “named technician” to “per seat” for Novell Service Desk for this new suite. You will now receive as many Service Desk licenses as you have ZENworks Suite licenses. You will have a slight increase in list-price maintenance at your next renewal. Please contact your Novell sales representative if you have questions.


I have Novell Endpoint Protection Suite

This is the only case where you will not be upgraded to the Novell ZENworks Suite. Novell Endpoint Protection Suite is going away and will be replaced with its two component product: ZENworks Endpoint Security Management and ZENworks Full Disk Encryption. If you had two years of maintenance on Novell Endpoint Protection Suite, you will now have two years of maintenance on each of ZENworks Endpoint Security Management and ZENworks Full Disk Encryption.


I have Novell Total Endpoint Management Suite

You will have everything you currently have, plus a better version of Novell Service Desk, and will pay the exact same list price.

Today you currently have all the ZENworks products except ZENworks Mobile Management, plus two technician licenses for Novell Service Desk, Incident Management edition.

With the Novell ZENworks Suite you will retain all the ZENworks products you have now, plus you will get the full ITIL-certified edition of Novell Service Desk. Note that we have changed licensing from “named technician” to “per seat” for Novell Service Desk for this new suite. You will now receive as many Service Desk licenses as you have ZENworks Suite licenses. You will have three renewal SKUs, one for maintenance, one for patch content subscription and one for Novell Service Desk ITIL subscription. Your overall renewal list pricing remains unchanged.


I have Novell Open Workgroup Suite

Novell Open Workgroup Suite is unaffected by this change. You will continue to have ZENworks Configuration Management and ZENworks Endpoint Security Management, along with all the non-ZENworks products in the suite.


I have Novell Open Workgroup Suite plus the Novell Total Endpoint Management Suite extension

The transition will work the same for you as for all Novell Total Endpoint Management Suite customers. See the questions on Novell Total Endpoint Management Suite.


I have a different bundle that you haven’t mentioned already

A very small percentage of our customers have older or less common bundle options—usually these are part of our academic or school-level buying programs. If you have one of these suites, or if your suite has not been mentioned here, please contact your Novell sales representative for more information.

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