As a Product Manager I am very pleased about this certification as this proves that Novell Service Desk is a functionally mature product and places us in the niche club of ITSM toolsets.
You may wonder, how does it matter to me in selecting my ITSM product?
Some of you may say the certification is necessary evil. I would argue that the certification actually helps organizations in selecting the correct ITSM product.
There are numerous products in the market that claim to support the ITIL framework. On paper, these products can do everything, however how do you prove it. As you know, ITIL process has been described in 40+ books and evaluating/checking every aspect of it manually is a tedious process.
The rigorous & independent assessment process by Pink Elephant consultants evaluates the product against mandatory ITIL® terminology, definitions, functionality, integration, workflow and documentation requirements as mentioned in these books.
And this certification proves that Novell Service Desk provides predefined processes which are aligned with the best practices of IT Management standards and gives confidence to organizations to use it in their ITIL journey.
Well now that Novell Service Desk is Pink Certified, does it help with the implementation of ITIL?
Some organizations may plan to embrace ITIL to the letter and some may plan to only incorporate aspects of ITIL that are applicable to their needs. This certification shows that Novell Service Desk ‘out of the box’ supports 10 ITIL process, however it doesn’t mean you can skip the hard part of designing the ITIL processes for the organization. I encourage you to read our Best Practices on planning and designing the Service desk
Achieving this certification is important; because it shows our commitment and the ability to serve our customers.
Read more on customer success stories at https://www.novell.com/products/service-desk/