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Tag Archives: ITSM

How to Help your Help Desk for Better IT Service Delivery

wesheaps

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May 19, 2017 2:46 pm

Reads:687

Score:Unrated

Today’s “always on, always available” business culture has unintended consequences for your IT team.  IT services are expected to be instantly available at all times—and the first line that normally gets hit with complaints and ire is your IT Help Desk.  If your goal is continuous IT service delivery, then surely an important area to …

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Categories: Expert Views, General, IT Operations Management, Service Desk, Service Management

Micro Focus Service Desk 7.3 Is Now Shipping!

Gil Cattelain

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November 21, 2016 2:44 pm

Reads:1,685

Score:Unrated

We are thrilled to announce that Micro Focus is now shipping Service Desk 7.3 to customers. If you are new to the Service Desk platform, this program simplifies the asset ordering and delivery process for enterprises. As I explained in a recent blog post, think of it as a one-stop-shop where users, customers, IT and …

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

Build Your Own Self Service Portal in Micro Focus Service Desk 7.3

Gil Cattelain

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November 3, 2016 3:21 pm

Reads:2,655

Score:4

We’ve all experienced the following scenarios: Your mouse or computer breaks, making it impossible to work. You need a new application, but can’t download it. Or a software license expires, leaving you unable to access your critical files. What do you when these issues arise? You submit a ticket request…and then the waiting begins. Using …

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Categories: Expert Views, General, PR Blog, Service Desk, Technical, Unified Endpoint Management

Costruite il vostro portale self-service in Micro Focus Service Desk 7.3

Gil Cattelain

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November 3, 2016 3:21 pm

Reads:414

Score:Unrated

Tutti noi abbiamo vissuto situazioni come la rottura di un mouse o di un PC, con conseguenti problemi nella prosecuzione del lavoro. Oppure occorre una nuova applicazione, che tuttavia sembra impossibile scaricare. O ancora, una licenza software scade, rendendo inaccessibili file importanti. Come vi comportate in situazioni simili? Inviate una richiesta di supporto… e poi …

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Categories: Expert Views, Service Desk, Unified Endpoint Management

Avec Micro Focus Service Desk 7.3, créez votre propre portail en libre-service

Gil Cattelain

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November 3, 2016 3:21 pm

Reads:428

Score:Unrated

Vous avez certainement déjà connu les scénarios suivants : votre souris ou votre ordinateur ne fonctionne plus, ce qui vous empêche de travailler ; vous avez besoin d’une nouvelle application, mais ne parvenez pas à la télécharger ; une licence logicielle expire et vous ne pouvez plus accéder à vos fichiers stratégiques. Que faites-vous lorsque …

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Categories: Expert Views, Service Desk, Unified Endpoint Management

Erstellen eines eigenen Self-Service-Portals im Micro Focus Service Desk 7.3

Gil Cattelain

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November 3, 2016 3:21 pm

Reads:432

Score:Unrated

Wir haben alle schon eines der folgenden Szenarien erlebt: Die Maus oder der Computer geht kaputt und man kann nicht weiterarbeiten. Es wird eine neue Anwendung benötigt, aber man kann sie nicht herunterladen. Oder eine Softwarelizenz läuft ab und man kann nicht mehr auf wichtige Dateien zugreifen. Was tun Sie, wenn diese Probleme auftreten? Sie …

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Categories: Expert Views, Service Desk, Unified Endpoint Management

Is Your Enterprise Help Desk Vulnerable?

Gil Cattelain

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May 18, 2016 4:05 pm

Reads:1,623

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, Unified Endpoint Management, ZENworks

The other side of BYOD | IT Service Management



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August 12, 2015 2:08 am

Reads:3,847

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

Self-Service: Empower your users to help themselves



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August 6, 2015 8:29 am

Reads:3,991

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

SLA, OLA, UC and all that jazz



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July 20, 2015 10:51 am

Reads:13,855

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

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