Cool Solutions

Novell Service Desk – Preview

Gil Cattelain


October 5, 2010 4:15 pm





Product Overview

Novell Service Desk reduces your mean time to repair (MTTR) and continually improves your service management environment by streamlining and automating a complete range of service desk functions. By applying industry acknowledged best practices, Novell Service Desk’s fully integrated service management tool allows you to solve, submit, track and manage requests via email, PDA or a convenient customer portal.

Key Benefits

With Novell Service Desk, you can:

Deploy a complete, scalable and flexible service management environment quickly and inexpensively

Integrate Novell Service Desk quickly with your existing enterprise directories, asset management and authentication solutions

Enhance, improve and automate incident, problem and change management processes using a centralized configuration management database (CMDB)

Speed resolution times and reduce frustration by empowering users to solve their own problems

Embrace and follow key ITIL service support and delivery support processes without hiring expensive consultants

Key Features

Novell Service Desk can offer your organization the following key features and capabilities:

Web 2.0 Architecture
With Novell Service Desk, you are not limited by a specific browser or plugin, because the product supports every browser on every operating system and embraces the latest Web 2.0 technologies. This gives you true portability and access from any location.

Vendor Neutral Approach
Novell Service Desk supports all major operating systems, databases and application servers, with simple installation and configuration on existing business systems, reducing the need to invest in proprietary software or specific hardware.

Support for Open Standards
Novell Service Desk applications support open standards and comply with existing standards such as XML, Web services, Java, Mail and CSS.

Novell Service Desk supports thousands of concurrent users and integrates easily with other systems to expand and adapt to your existing enterprise applications. Complete support for clustering, load balancing and failover is also available.

Fast, Efficient Deployment
With Novell Service Desk, there are no more 6-12 month implementations and long term consulting contracts. The product is designed so that customization can be performed by users using simple configuration options and style changes.

Seamless Integration
Ease of integration with third party applications via Web services eradicates the prohibitive costs usually associated with enterprise integration projects. The system comes pre-integrated with all major asset management tools and supports all LDAP and Active Directory servers for authentication.

Support for Novell Technologies
Novell Service Desk is designed specifically to work seamlessly with Novell eDirectory’s authentication server for centralized user management, Novell SecureLogin for single sign-on, and Novell ZENworks Configuration Management for asset management. This translates into flawless integration with the Novell technologies you already depend on.

Support for 11 Key ITIL v3 Processes
Novell Service Desk provides fine-grain control over key business logic parameters for the following core ITIL service support and delivery support processes:

Configuration Management—Uses a centralized Configuration Management Database (CMDB) to store, manage and control infrastructure information—from basic hardware, software and document asset details to an enterprise-wide IT business service catalog.

Request Fulfillment—Enables end users to obtain information or advice and easily submit requests for change.

Incident Management—Makes it possible to define incident workflows using a combination of states and transitions, use configurable business rules to dispatch incidents to the most appropriate specialist, and generate notifications that ensure the fastest path to resolution.

Problem Management—Uses a combination of manual or proactive analysis and automatic problem identification tools to identify the root causes of problems rapidly.

Change Management—Manages and controls CMDB changes in accordance with your documented change management procedures.

Service Level Management—Makes it possible to meet response or fix deadlines in accordance with ITIL best practices. This includes using Service Level Agreements (SLAs) based upon Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) to define, manage and track service delivery levels.

Service Catalog—Defines and manages the active or ‘Live’ services offered to end users. This allows organizations to wrap many underpinning components under a single umbrella with related dependencies to assist with diagnosis and root cause analysis.

Financial Management—Quantifies the financial value of IT services and the underpinning IT infrastructure. This makes it possible to link your organization’s corporate finances directly to service management, assign a monetary value to services and service components, and allocate costs based on accurate usage and warranty information.

Release and Deployment management—Provides tight integration between the embedded CMDB and Change Management, which enables the planning, scheduling and controlling of changes and updates from test to live environments.

Knowledge Management—Provides efficient knowledge creation, publication and distribution processes that speed resolution times, reduce frustration and empower customers to solve their own problems. This includes:

Accessing FAQ and Knowledge base articles (KBAs) based on a user’s role and status
Converting solutions to KBAs in real-time from within an incident:

Managing the approval process for all articles
Finding information using expert systems search tools and allowing users to create custom views
Managing and organizing KBAs and FAQs by topic or frequency of request
Maintaining an audit history of all articles

Intuitive User Interface
Novell Service Desk provides fast, easy access to information and rapid ROI with an easy-to-use browser-based user interface that includes:

Fully customizable visual dashboards with drill downs
Personalized views of all main screens using list views and filters
Single sign-on options for instant access

Novell Service Desk is available as a complete service management solution or as a more basic incident management tool.

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Categories: ZENworks


Disclaimer: This content is not supported by Micro Focus. 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.


  1. By:patrickcs

    I see and read all of the things that you say Novell Service Desk does but I have yet to see any proof. It has taken me 3 days just to get a working Service Desk install. Documentation is pretty much total b.s , install & configure has taken me 7 hours of reading through forums just to get it a basic setup complete….and now I cannot get the LDAP connectivity to work to connect to my Novell eDirectory/LDAP servers.

    • By:blartfast

      I’ve sent you a private message with my contact details. Ping me an email and I’ll get this resolved for you.


      Jon Giffard
      Senior Product Manager
      Novell Service Desk

  2. By:angel0909

    I already install novell service desk from windows 2008 server but the livetime services won’t start I just follow the novell doc regarding the installation kindly give me some advice on how to install this software.


  3. By:koenigp

    until now I could not get any pricing or licencing informaiton for ALA customers in EMEA