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Service Desk

Novell Service Desk Certified for 10 ITIL Processes

Bret Fitzgerald

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November 25, 2013 10:05 am

Reads:1,245

Score:4

The Endpoint Management team is extremely pleased to announce that Novell Service Desk 7.0.2 is now Certified for 10 I.T. Infrastructure Library (ITIL) processes. Novell Service Desk 7.0.2 was objectively assessed against ITIL® terminology, definitions, functionality, integration and workflow requirements for the following ten (10) ITSM processes: Change Management Request Fulfillment Incident Management Service Asset …

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Categories: Endpoint Management, Expert Views, Novell, PR Blog, Service Desk

Novell Service Desk Android Mobile App – First look

Adharsh Praveen R

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September 13, 2013 1:58 pm

Reads:1,650

Score:Unrated

Service management on the go!!! No matter whether you are at your desk or at a remote location, you can soon manage and support your customer requests using your favorite Android mobile device. The Novell Service Desk Android mobile application allows you to : Easily review your tasks or your team’s tasks and take action Drill …

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Categories: Service Desk, Technical

Novell Service Desk: Best practices & System planning

Adharsh Praveen R

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August 18, 2013 2:20 pm

Reads:5,999

Score:Unrated

Novell Service Desk doesn’t just improve your service management; it improves your life.

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Categories: Expert Views, Service Desk, Technical

Configuring a Novell GroupWise Server with Novell Service Desk



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June 19, 2013 12:12 pm

Reads:2,581

Score:Unrated

vnagaraj explains how to configure a GroupWise Server with Novell Service Desk.

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Categories: GroupWise, Service Desk, Technical

What’s new in Novell Service Desk 7.0



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December 6, 2012 7:49 am

Reads:2,373

Score:Unrated

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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Categories: Announcements, Service Desk, Technical

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



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December 6, 2012 7:38 am

Reads:2,760

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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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Categories: Service Desk, Technical

Janus takes a look at Novell Service Desk



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December 22, 2011 11:31 am

Reads:3,644

Score:Unrated

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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Categories: Service Desk, Technical, ZENworks Configuration Management

Service Level Management



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December 6, 2011 10:51 am

Reads:3,445

Score:Unrated

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:3,056

Score:Unrated

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:3,575

Score:5

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

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