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jon giffard

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Author Archives

Elephants, Cats, Coffee and Computers.

jon giffard

February 11, 2015 12:41 pm

Reads:860

Comments:0

As part of my job at Novell I get to travel around various places.  This has given me the chance to try numerous types of coffee across many countries and cultures. Coffee itself has an interesting history, starting with the legend of Kaldi. Kaldi was a goat herder who noticed his goats become somewhat animated …

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What’s new in Novell Service Desk 7.0

jon giffard

December 6, 2012 7:49 am

Reads:2,527

Comments:0

Novell Service Desk 7.0 was released on the 14th of November 2012 and is the next major release of Novell’s Service Management platform. We’ve added rather a lot of new features and enhanced existing ones. In our spare time, we also pumped up the performance as well.

Want to know more about what is new in v7.0? Then read on.

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Overview of Novell Service Desk’s CMDB Categories, Types and Items

jon giffard

December 6, 2012 7:38 am

Reads:2,974

Comments:0

Novell Service Desk uses Category and then Type to define Items in its CMDB. This post discusses how they are used and provides an example to illustrate the concept.

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Janus takes a look at Novell Service Desk

jon giffard

December 22, 2011 11:31 am

Reads:3,746

Comments:0

2011 represents Novell Service Desk first full year as a contender in the service desk market space (That’s not to say that Novell Service Desk has only been in existence for that time – our OEM manufacturer LiveTime has been in business for several years). This article takes a look at the last 12 months and what’s coming up in the next

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Service Level Management

jon giffard

December 6, 2011 10:51 am

Reads:3,561

Comments:0

A service level agreement is a business contract that specifies service level expectations around critical infrastructure and business services. Typically, they refer to restoration targets that the Service Desk needs to meet.

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Public Holidays, SLAs and Technicians Assignment

jon giffard

December 2, 2011 1:38 pm

Reads:3,177

Comments:0

Do you take into account publc holidays with your service desk? For example, where the Service Desk has a global customer base and office locations in multiple countries, the observed public holidays for the different countries and states can be configured by the Administrator. Then when a request is logged by a customer in one country where the service desk has a public holiday, it assigns the new request to a Technician in a region that does not have the holiday.

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Finding the best endpoint management solution – Novell ZENworks Configuration Management provides the answers

jon giffard

November 28, 2011 11:38 am

Reads:4,371

Comments:0

Over the last decade, Novell ZENworks has developed a reputation as one of the industry’s most complete and capable solutions for centrally configuring and managing endpoints in complex and heterogeneous networking environments. With Novell ZENworks, thousands of organizations have discovered the benefits of using a policy and user-based approach to simplify and automate software and patch deployment, asset tracking, endpoint security, OS migration and a long list of other routine endpoint management tasks.

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Customer success with Novell Service Desk

jon giffard

October 10, 2011 10:17 am

Reads:3,628

Comments:0

In the United Kingdom, Oxleas NHS Foundation Trust was struggling with an overly complex helpdesk management solution, and wanted an easy-to-use solution that could integrate seamlessly with its existing infrastructure. Novell Service Desk allowed the Trust to rationalise and automate its technical support, improving efficiency and reducing expenses.

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Novell Service Desk v6.5 also brings with it a new deployment option; the virtual appliance

jon giffard

September 26, 2011 2:35 pm

Reads:24,152

Comments:8

Along with a host of new features and capabilities, Novell Service Desk v6.5 also brings with it a new deployment option; the virtual appliance.

The virtual appliance can be deployed in under 3 minutes in a typical VMware environment which is just enough time to brew a decent cup of tea.

Read on to see how to do this ( the appliance, not the tea brewing ).

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Getting started with the Bundle management features in Novell Service Desk 6.5

jon giffard

September 21, 2011 2:37 pm

Reads:4,044

Comments:0

Novell Service Desk 6.5 brings with it a host of new and exciting features. One of these is the ability to leverage the capabilities of Novell ZENworks Configuration Management bundles from within Novell Service Desks web console. This article shows you how to get NSD and ZCM talking to each other so that you can start using bundle management from within NSD.

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