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Three Warning Signs Your IT Help Desk Could Be Outsourced

Gil Cattelain

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April 24, 2015 10:50 am

Reads:487

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:794

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

Why You Need to ‘Wow’ Your End Users With Amazing User Self-services

Gil Cattelain

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January 15, 2015 3:39 pm

Reads:1,634

Score:Unrated

The world is becoming easier to navigate on your own thanks to the influx of modern day self-help technologies. From automated airport check-in systems to advanced mobile banking platforms, self-help initiatives are spreading like wildfire across the globe. Why is user self-service spreading so quickly? Quite simply, people want access to lighting-fast experiences and results. …

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Categories: Expert Views, PR Blog, ZENworks

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

Adharsh Praveen R

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October 21, 2014 9:06 am

Reads:1,224

Score:Unrated

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, Novell Service Desk, Novell Service Desk, Service Desk, Technical, ZENworks, ZENworks Suite

Reclaim Control of Your IT Department With the Novell ZENworks Suite

Gil Cattelain

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October 16, 2014 10:23 am

Reads:1,348

Score:Unrated

A few years ago, your IT department was a much simpler environment. Your business had few mobile endpoints to keep track of, if any. There were far less cybersecurity risks to worry about. And your company was much smaller, too. My, how things have changed. Now, your business’s mobile endpoints are spiraling out of control …

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Categories: Expert Views, PR Blog, ZENworks

The Linux “Shellshock” Vulnerability and Your Novell Products

Nick Scholz

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October 2, 2014 12:21 pm

Reads:1,192

Score:5

For all of us at Novell, the security of your data is of the utmost importance. Security researchers have discovered the following new software vulnerabilities that could affect Novell’s products and customers. What is the ShellShock vulnerability and how do I know it exists on my systems?

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Categories: Announcements, File & Networking Services, Filr, GroupWise, iPrint, Novell Service Desk, Open Enterprise Server, Open Workgroup Suite, Patch Notifications, ZENworks

Top Reasons to Invest in a Service Desk Solution

Gil Cattelain

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August 15, 2014 11:14 am

Reads:889

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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