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Janus takes a look at Novell Service Desk



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December 22, 2011 11:31 am

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Past

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).

Over the past year we have worked closely with LiveTime to enable asset import from Novell ZENworks Configuration Management so that our customers can quickly build of list items that they will be providing support for.  We’ve expanded integration to provide Novell Service Desk technicians with the ability to make configuration changes to managed desktops, laptops, servers by using the power of Novell ZENworks Configuration Management bundles.

Our customers now have an additional deployment option with a virtual appliance that  includes an embedded database and further improves the already impressive ‘time to value’ i.e the length of time before the solution starts delivering to your requirements.

Under the hood, LiveTime have embraced the next generation of web standards with HTML5.  This has resulted in Novell Service Desk being entirely based upon HTML5 which blurs the line between desktop and web applications.  Novell Service Desk continues to support open standards and does not require any plugins, just a modern browser. The change to HTML5 means that the next major release will see significant changes across the entire UI and will bring even more dynamic changes.

Future

Looking torwards the New Year, Novell Service Desk will have some exciting new features and a host of new UI enhancements that we know you’re going to find extremely valuable.

Remote Management

Since day one , remote management has featured in Novell ZENworks Configuration Management. With Novell Service Desk 6.5.4 , this feature will be available to technicians so that they can get their eyes onto what the customer is experiencing. This will provide a vastly reduced time to resolution making customers even happier as their incidents and service requests get resolved even more quickly ( BTW , you can measure user opinion with Novell Service Desk surveys ). With this capability, you do not need Novell ZENworks Configuration Management web console. We securely authenicate the Service Desk Technician to Novell ZENworks Configuraiton Management and utilise its security model for remote management.

Relationship Impact Map

LiveTime has introduced a new multi-level relationship map so Technicians can readily see the impact of an outage and related infrastructure directly within the CMDB or the request itself. As the information is dynamically updated by third party monitoring tools Technicians will see a view of the entire business and it’s related services.

itsm relationship map

ITSM Relationship Map

Multisource LDAP

Multiple LDAP connections allows organizations with different authentication servers in various locations and timezones to synchronize with LiveTime, providing a federated source of Service Desk Customers and Technicians in a single database.

Line Manager Approvals

The introduction of line manager approvals for Service and Change Requests. By associating line managers with Customers, when a Request is logged that requires management approval prior to processing, the Request can be automatically routed to the appropriate manager for approval. For service organizations that propose changes and updates to their customers’ environments, customers will have the ability to approve or reject work proposed by the service provider.

line manager approval

Workflow Map

Another big change relates to the workflow editor which is more interactive and fully animated allowing technicians and customers to see exactly where they are in the entire process and the next steps available.

Workflow Map

Workflow Map

Scheduled Reporting

The ability to configure scheduled reports across User Groups. Within the Administrator Portal, out-of-the-box and custom-built reports can be selected and scheduled for automatic emailing to Supervisor, Manager, Technician, Finance and Administrator Users, ensuring User relevant data is sent on a regular basis. The Custom Report Builder also includes functional enhancements.

scheduled reports

Process Switching

For Service Desks with Request Fulfillment and Incident Management, requests that are generated as an Incident can be readily toggled to a Service Request, and vice versa, while maintaining one identification number. This means customer correspondence will be more easily managed and the request’s history available within a single audit trail.

Knowledge Import

The capability to import Knowledge Base Articles using a .CSV file, providing service organizations with the convenience of importing large amounts of information stored in external sources with a single file.

Planned Outages Map

Users will also notice the capability to create Planned Outages for Multiple Items. Users will be able to easily traverse the relationship map to see all infrastructure that is to be related to the Planned Outage and apply the improved notifications to update Customers accordingly.

Janus?

If you’ve got this far, then you may be asking yourself why Janus? In ancient Roman religion and mythology, Janus is the god of beginnings and transitions, thence also of gates, doors, doorways, endings and time. He is usually a two-faced god since he looks to the future and the past.
That’s why

Happy Winter solstice

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Categories: Service Desk, Technical, ZENworks Configuration Management

Disclaimer: This content is not supported by Novell. It was contributed by a community member and is published "as is." It seems to have worked for at least one person, and might work for you. But please be sure to test it thoroughly before using it in a production environment.

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