IT Service Management
CIOs are increasingly investing more time on aligning IT to the business. One of their main challenges is to monitor, manage and continuously improve the quality of the services IT organizations deliver to the business. As organizations grow, IT managers need a way to integrate all the different requests from the business to avoid redundant work, and especially losing requests. In addition, once a request is placed, it has to be categorized, escalated, and resolved, all within the service level agreements' time-frames to minimize business disruption and loss of productivity. Finally, IT organizations are always looking for new ways to optimize IT spend, and standardize, automate and improve processes. Effectively managing the delivery of IT services is the most direct route to improving business performance, while freeing up IT resources to focus them on more value-added activities.
Novell Endpoint Management solutions provide an identity-based and integrated platform for automating and adapting IT service management best practices to your organization's requirements. Our solution provides a single point of contact to monitor, manage and resolve all the requests placed by the business, and provide rapid restoration of normal services to the end users. Novell Endpoint Management solutions deliver built-in processes based on ITIL best practices for incident and problem resolution, and change control. Our solution also ensures your end users remain productive by reducing resolution times, cutting across organizational silos, and ensuring that the right information from incidents, problems, changes, and asset records is accessible through a single pane of glass. In addition, our solution drives down IT costs, while improving service levels, by optimizing processes through templates that effectively guide IT with best practices for change and incident management, thereby bringing repeatability to the organization. Finally, Novell Service Desk is ITIL v3 certified, a distinction not shared by many vendors in the market.
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