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Tag Archives: Help Desk

Is Your Enterprise Help Desk Vulnerable?

Gil Cattelain

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May 18, 2016 4:05 pm

Reads:868

Score:Unrated

When it comes to enterprise communications, most organizations walk a fine line between efficiency and complete chaos. When the network is functioning as it should, and employees have full access to the services they need, there are relatively few problems. But when things go awry—as they often do—it can lead to major disruptions—meaning frustrated customers …

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Categories: Endpoint Management, Expert Views, General, PR Blog, Technical, ZENworks

The other side of BYOD | IT Service Management

Adharsh Praveen R

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August 12, 2015 2:08 am

Reads:2,805

Score:Unrated

Analysts estimate that by 2020, 85% of organizations shall have some sort of BYOD program. There are several arguments how embracing BYOD in an organization benefits both end users and IT in several ways starting from lowering costs to better end user satisfaction and better productivity. With BYOD gaining traction, end users/customers expect the service …

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Categories: Endpoint Management, Expert Views, Service Desk, Technical, ZENworks Suite

SLA, OLA, UC and all that jazz

Adharsh Praveen R

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July 20, 2015 10:51 am

Reads:6,153

Score:5

You might have come across service guarantees every day, right from an e-commerce store promising same day delivery or your neighborhood pizza shop promising 30 minutes delivery to your cloud services provider guaranteeing 99% up time. The intent with any of these service promises is to set the correct customer expectations, monitor, maintain and improve …

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Categories: Endpoint Management, Expert Views, Service Desk, ZENworks Suite

Novell Service Desk: Password Self Service

Adharsh Praveen R

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June 30, 2015 12:11 pm

Reads:2,474

Score:5

Passwords are everywhere, every device or application or webpage you access requires a password. In order to improve security, organizations are implementing strong password policies and are asking their employees to frequently change their passwords with emphasis on uniqueness, complexity etc. This more often than not results in end users forgetting their passwords or locking …

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Categories: Endpoint Management, Expert Views, Service Desk, Technical, ZENworks, ZENworks Configuration Management, ZENworks Suite

What’s New with Novell Service Desk 7.1

Adharsh Praveen R

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April 29, 2015 11:55 am

Reads:3,440

Score:Unrated

        I am pleased to announce Novell Service Desk 7.1 is now available for download. The focus of this release is to improve the customer experience by simplifying the Customer & User portals; providing new user interface to import assets from ZENworks and performance improvements .   Customer Self Service Portal: A …

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Categories: Endpoint Management, Service Desk, ZENworks, ZENworks Configuration Management, ZENworks Suite

Three Warning Signs Your IT Help Desk Could Be Outsourced

Gil Cattelain

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April 24, 2015 10:50 am

Reads:3,376

Score:Unrated

As an IT manager, you know that your company’s help desk is an integral part of your organization that should not be outsourced to a managed services provider. Unfortunately, upper management does not share the same perspective. While you see a service that needs to stay in-house so that you can maintain control over your …

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Categories: Expert Views, PR Blog, ZENworks

Move Beyond FCR Rates for Your Help Desk

Gil Cattelain

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April 2, 2015 1:22 pm

Reads:3,735

Score:Unrated

Like most organizations, your IT department takes first contact resolution (FCR) seriously. When an employee submits a hardware or software help ticket, an IT agent must solve the problem efficiently so that the end user’s productivity is not impacted. The goal is to avoid escalating the issue to higher-level IT employees, as doing so drives …

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Categories: Expert Views, PR Blog, ZENworks

Novell Service Desk is PinkVERIFY Certified. What is in it for me?

Adharsh Praveen R

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January 2, 2014 4:40 pm

Reads:1,922

Score:Unrated

Couple of weeks back, we proudly announced that Novell Service Desk is PinkVERIFY certified for 10 ITIL process. 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 …

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Categories: Expert Views, Novell, Service Desk, ZENworks

You asked and we delivered: Novell Service Desk Mobile apps – iOS & Android

Adharsh Praveen R

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December 9, 2013 11:48 am

Reads:2,850

Score:3

We are pleased to announce Novell Service Desk mobile apps for iOS & Android are now available for download.

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Categories: Announcements, Endpoint Management, Expert Views, General, Mobility, Service Desk, ZENworks, ZENworks Configuration Management

Novell Service Desk: Best practices & System planning

Adharsh Praveen R

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August 18, 2013 2:20 pm

Reads:10,791

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

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