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Tag Archives: ITSM

Is Your Enterprise Help Desk Vulnerable?

Gil Cattelain

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May 18, 2016 4:05 pm

Reads:329

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: 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:2,312

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

Self-Service: Empower your users to help themselves

Adharsh Praveen R

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August 6, 2015 8:29 am

Reads:2,208

Score:4

Self Service is everywhere. It is a daily routine for several of us to use Self-Service portals for products or services – be it purchasing products from the e-commerce store or ordering groceries or booking a car. Who doesn’t like the convenience of self service. Analysts and surveys predict that 2015 is the year of …

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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:3,854

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:1,960

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:3,006

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

Save Time & Effort with Quick Call Templates: Novell Service Desk

Adharsh Praveen R

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October 21, 2014 9:06 am

Reads:3,744

Score:5

Research has indicated a good percentage of traffic to the Service Desk is either repetitive or a slight variation of a common requests. These requests can be for day-to-day, monthly, quarterly or annual activities or for any specific projects. In a typical Service Desk environment Technicians & customers (end users) spend a lot of time …

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

Top Reasons to Invest in a Service Desk Solution

Gil Cattelain

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August 15, 2014 11:14 am

Reads:1,656

Score:Unrated

Picture this: While one of your employees is sitting at his workstation, he receives a file marked “important” from his client. But the employee can’t open the file and get to work because he is missing a vital plug-in, which he must obtain from IT. All the employee can do now, however, is send a …

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

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