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Tag Archives: ITSM

SLA, OLA, UC and all that jazz



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July 20, 2015 10:51 am

Reads:22,168

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

Novell Service Desk: Password Self Service



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June 30, 2015 12:11 pm

Reads:4,840

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

What’s New with Novell Service Desk 7.1



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April 29, 2015 11:55 am

Reads:4,980

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

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



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October 21, 2014 9:06 am

Reads:8,435

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: Expert Views, Service Desk, Technical, Unified Endpoint Management, 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:2,557

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

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