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Deploying ZENworks Service Desk
Supported upgrade path
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Supported platforms
ZENworks Service Desk Version Currency Reference
ZENworks Service Desk - Getting Started
Appliance Deployment and Administration Reference
Overview
System Requirements
System Integration
Appliance Deployment
Migrating the Appliance
Migrating to ZENworks Service Desk 25.2
Appliance Management
Ganglia Configuration
Ganglia Monitoring
Network
Time
Digital Certificates
Storage
System Services
Firewall
Administrative Passwords
Online Update
Shutting Down and Restarting Service Desk Appliance
Restarting ZENworks Service Desk Service
System Management
Configuration
Terminal and File Explorer
Logs
Configuring Service Desk
Disaster Preparedness and Recovery
Disaster Preparedness
Disaster Recovery
Legal Notice
System Planning, Deployment, and Best Practices Guide
Overview
The Service Desk
Customer Loyalty
ZENworks Service Desk for ITIL Service Management
Scalable and Open
Cost Effective
Instant Upgrades
Supported ITIL Processes
Improved Service Support
Achieving Service Support
Conclusion
ITIL Primer
Introduction
Service Strategy - Financial Management
Service Strategy - Service Portfolio Management
Service Design ’ Service Catalogue
Service Desk - Service Level Management
Service Transition - Change Management
Service Transition - Configuration Management
Service Transition - Release and Deployment Management
Service Transition - Knowledge Management
Service Operation - Incident Management
Service Operation - Problem Management
Service Operation - Request Fulfillment Overview
Pre-Design Activities
Business Assessment
Who Are Your Customers and What Business Function Do They Have?
What Do Customers Need Support For?
What Types of Requests Will Customers Make?
What Response Are Customers Expecting?
Who Are The Support Staff?
What Can The Staff Support?
What Types of Requests Can the Staff Handle?
What Response Can the Staff Provide?
What Metrics Will Be Used?
What Ports will be used?
Design Activities
Database
Configuring Your System
Integrating Service Desk with ZENworks
Legal Notices
Administration Guide
Administrator Guide
Welcome
Online Help
Configuration Steps
Users
Technician Assignment
Organizational Units
Primary Contact
Customers
Service Level Management
Service Level Management Configuration
Breach Codes
Contracts
Contract Assignment
Create & Process a Request with Contracts enabled
Operational Level Agreements (OLAs)
Underpinning Contracts
Incident and Problem Workflows
Billing: Contracts and Invoices
Service Request and Change Management Workflows
Creating a Service or Change Request Team
KBA Content Approval
Teams
Service Portfolio Team
Release & Deployment Team
Queues for requests
Configuration Categories
Service Item Costs Tab
Creating Custom Field Lists
Responses Templates
Federation Tab
AMIE Snapshots
Category Lifecycle
Category Classifications
Service Catalog
Details Tab
Relationships Tab
Item Types
Create a Manufacturer
Items
Creating an Item
Create an Item
Costs Tab
Requests Tab
Outages Tab
Searching for an Item
Full Text Search Options
Bulk Item Update
Request Fulfilment Overview
Assigning an SLA
Incident Management
Problem Management
Change Management
Release and Deployment Management
Release Management Applied
Release Workflow
Basic Procedures
List Views
List View Options for all Request Types
List View Options: Configuration Tab
List View Options: Users Tab
List View Options: Knowledge Tab
Administrator View
User
Delegate
Request
Request List
My Tasks
Service Requests
Incident Requests
Change Requests
Problems
Request Summary
Create Quick Request
Create Request
Users
User Tab
Customers
Users
Assignments
About Roles
Reports
Reports
Login Report
System Reports
Log File View
My Account
My Account
Changing Roles
Alerts
Setup
Setup Tab
Email
Chat
Custom Fields
Privileges
Customize
Localization
Licenses
Database
Database Management
LDAP
PSS
AAF Sources
SSO
Reports
Billing
AMIE
ZENWorks
ZENworks Import
Item Reconciliation during item import from ZENworks
Configuration Management System
Relationships
Durations
Incident Analyzer
Troubleshooting
Java Heap Space error in ZENworks Service Desk
Delay in displaying the Database Connection Lost message
No License Installed error message is displayed while accessing ZENworks Service Desk
Appendix
Configuring the Maximum Heap Memory Size for ZENworks Service Desk
Embedded Support Form
Email Polling and Request Creation via Email
Web Services
Internationalization
AMIE Import
Legal Notices
Security Administration Guide
ZENworks Service Desk Store
ZENworks Service Desk - Advanced Authentication Getting Started
User Guide
Users
Welcome
Getting Started
Basic Procedures
User Roles
Supervisor Guide
Supervisor View
ITIL
Home
Operations
Change
Configuration
Service
User
Knowledge
Reports
Finance
Technician/Partner Guide
Home
Operations
Change
Configuration
Service
User
Knowledge
Reports
Manager Guide
Home
Operations
Change
Service
User
Knowledge
Reports
Finance Guide
Home
Configuration
Service
User
Reports
Finance
Appendices
Email Polling & Request Creation via Email
inserted
Technician Assignment
Public Holidays, SLAs and Technician Assignment
Web Services
Internationalization
Legal Notices
ZENworks Service Desk Customer Portal Reference
Using ZENworks with ZENworks Service Desk
Overview
Configuring ZENworks with ZENworks Service Desk
Logging in to the ZENworks Service Desk User Interface
Integrating ZENworks with ZENworks Service Desk
Importing the ZENworks User Source to ZENworks Service Desk
Assigning Processes to Users Imported to ZENworks Service Desk
Adding the Users to a Team
Importing the ZENworks Device Details to ZENworks Service Desk
Configuring ZENworks Service Desk By Using ZENworks Control Center
Configuring the ZENworks Primary Server Details
Configuring the ZENworks Primary Server Details in ZENworks Service Desk
ZENworks Import
Logging in to the ZENworks Service Desk User Interface through ZENworks
Managing ZENworks Bundles
Listing the Bundles For a Service Request
Viewing Bundle Information
Assigning a Bundle to a Device
Assigning a Bundle to a Customer
Removing a Bundle Assignment from a Device
Removing a Bundle Assignment from a Customer
Searching For Bundles
Blocking the Bundles
Unblocking Bundles
Bundle Quick Tasks
Using ZENworks Remote Management with ZENworks Service Desk
ZENworks Service Desk and ZENworks Integration Checklist
Database Post-migration Steps
Item Reconciliation during item import from ZENworks
Troubleshooting
Legal Notices
ZENworks Service Desk Developer Resources
ZENworks Service Desk Developer Resources
Rest APIs
Developer
Localizing Service Desk ITSM
ZSD Extensions
ZSD Store Extensions
Legal Notices
Video Library

ITIL Primer

  • Introduction

  • Service Strategy - Financial Management

  • Service Strategy - Service Portfolio Management

  • Service Design – Service Catalogue

  • Service Desk - Service Level Management

  • Service Transition - Change Management

  • Service Transition - Configuration Management

  • Service Transition - Release and Deployment Management

  • Service Transition - Knowledge Management

  • Service Operation - Incident Management

  • Service Operation - Problem Management

  • Service Operation - Request Fulfillment Overview

opentext
ZENworks Service Desk 25.2
  • Home
  • Release Notes
  • Supported platforms
  • ZENworks Service Desk Version Currency Reference
  • ZENworks Service Desk - Getting Started
  • Appliance Deployment and Administration Reference
  • System Planning, Deployment, and Best Practices Guide
  • Administration Guide
  • Security Administration Guide
  • ZENworks Service Desk Store
  • ZENworks Service Desk - Advanced Authentication Getting Started
  • User Guide
  • ZENworks Service Desk Customer Portal Reference
  • Using ZENworks with ZENworks Service Desk
  • ZENworks Service Desk Developer Resources
  • Video Library
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