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ZENworks Service Desk is a comprehensive service management solution that is fully compliant with Information Technology Infrastructure Library (ITIL) standards. This enterprise solution delivers complete customer service and support for organizations of any size. ZENworks Service Desk for ITIL Management supports eleven core ITIL processes, which include:

The key features include:

  • Incident Management
  • Service Request Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Knowledge Management
  • Release & Deployment
  • Finance
  • Service Level Management Reporting and Analytics
  • Service Catalogue
  • Service Portfolio

Documentation

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Documentation deliverables

Topic

Description

Release notes

Before you start using features in this release, review the 

What's new  in this release. This also provides you with a list of Known issues with workarounds, if applicable.

Get started

Understand the components and the key concepts of ZENworks Service Desk. 

Install

 Review the support matrix, and  plan your installation .

For more information, see Service Desk Appliance Deployment and Administration Reference.

Upgrade

Upgrade your application to the latest release. For more information, see Upgrading Appliance.

Administer

Manage databases, devices, users, reports, clusters, and complete other configurations. Review important information such as security considerations and disaster recovery information.

Includes information such as:

For more information, see Admin Guide.

Use

The System has several user roles that decide the functionality and privileges.

  • The Administrator Role: Performs System Configuration and Setup tasks including Customizing the application, Configuring the interaction between external systems (LDAP, EMAIL, ZENworks, etc), enabling Customer, User, Request and System Privileges.
  • The Supervisor Role provides access to the system for day-to-day service desk management and configuration control. Supervisor Users can create local user accounts, Assign Roles/Processes, Build workflows, Configure the CMDB, assign Technicians to Teams and Escalation Layers, Define Service and Operational Level Agreements (SLAs and OLAs) for the organization, etc.
  • The Technician Role: Assigned to service desk staff who work on request. By default, a supervisor is a technician.
  • The Customer Role: It is for users who submit Service Requests, Incidents, and possibly Change Requests to the service desk. The customer is your end user.
  • The Manager Role: It is a User who can oversee the activities of the service desk or specific Processes. Managers have access to most parts of the system, primarily on a read-only basis.
  • The Partner Role: A Partner User assigned to a Partner Organization and has the same privileges as a Technician User, but can view and support Customers associated with their assigned Partner Organization.
  • The Finance Role: It is primarily for driving the service costing models and, if relevant, maintaining the Billing module that uses system Contracts and Purchase Orders.

For more information, see User Guide.

Troubleshoot

Find information on how to troubleshoot during product usage. Common troubleshooting topics include Troubleshooting install and Troubleshooting upgrade. For more information, see Troubleshoot.

Develop

Understand how you can customize content in Service Desk, extend its functionality, and use APIs to perform different operations across capabilities. For more information, see Develop.

Videos

A curated collection of videos that offer in-depth insights into the principles and functions of the Service Desk, helping viewers understand its role in IT support, incident management, and customer service operations. For more information, see Video Library.