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Service Desk

Service Level Management



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December 6, 2011 10:51 am

Reads: 3082

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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Categories: Service Desk, Technical

Public Holidays, SLAs and Technicians Assignment



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December 2, 2011 1:38 pm

Reads: 2623

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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Categories: Service Desk, Technical

Customer success with Novell Service Desk



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October 10, 2011 10:17 am

Reads: 3219

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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Categories: Expert Views, Service Desk

Apache secure frontend for Service Desk



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October 5, 2011 11:18 am

Reads: 2994

How To: Use Apache to serve SSL to your Customers / Users while connecting non-SSL to your Service Desk.

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Categories: Service Desk, Technical

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



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September 26, 2011 2:35 pm

Reads: 22204

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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Categories: Service Desk, Technical

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



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September 21, 2011 2:37 pm

Reads: 3584

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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Categories: Service Desk, Technical, ZENworks Configuration Management

Novell Service Desk v6.5



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September 8, 2011 4:59 pm

Reads: 3719

What’s new

Version 6.5 includes refinement and expansion of existing application functionality, while also incorporating numerous new features and Customer requests. The following is a summary of the updated and new functionality.

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Categories: Service Desk, Technical, ZENworks Configuration Management

Novell Service Desk 6.2 is just around the corner



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February 28, 2011 1:22 pm

Reads: 3504

Novell Service Desk 6.2 is coming out shortly. Here’s a summary of what’s new and fixed from v6.1.3.

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Categories: Expert Views, Service Desk

The acceptable face of technology – ITSM Service Catalog



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February 28, 2011 1:11 pm

Reads: 2916

Organizations would rather chew their own legs off than hear about technology.
This should not really come as a surprise to anyone involved in I.T; the organizations we all work for don’t care about technology or how it works. They do care that email works 24×7, that documents can be printed, internet access works. Do they care that the company uses OSPF to route IP packets? Or that applications run on virtualised servers? The NAS has 10TB of storage? In a word, No.

Here’s a test to prove my point. Next time you see some one else in the organization who is not in I.T, engage them in a conversation about the differences between IPv4 and IPv6. See how long it is before they either run away or eye glaze becomes apparent.

Let’s not talk technology to the organization. Let’s use terms that are meaningful for all such as ‘Email’, ‘Printing’, ‘Internet access’ etc.. Let’s present technology in an acceptable, understood way. Let’s talk Services.

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Categories: Expert Views, Service Desk

Overview of Novell Service Desk on YouTube – by Jon Giffard



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February 11, 2011 9:45 am

Reads: 3871

Novell Service Desk YouTube video

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Categories: Expert Views, Service Desk

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