Novell Service Desk Presentation GWAVACon 2012

1. Novell Service Desk
Overview
Thomas Sens Oliver vorm Walde
Technology Sales Specialist Senior Technology Sales Specialist
tsens@novell.com ovwalde@novell.com

2. Novell Service Desk
Headline capabilities
• Fully web based Service Desk
• Available as a traditional installer or virtual appliance
• Provides support for 11 out of 13 ITIL process
• Communicate with end users using email / SMS
• End users have own portal
– Create and update requests
– Self help with knowledge base and forums
• Out of the box integration with
– Groupwise ( email )
– ZCM ( asset import, bundle management and remote management )
• Open interfaces to integrate with 3rd party systems
– E.g Networking monitoring tools
2 © Novell, Inc. All rights reserved.

3. Novell Service Desk key capabilities
End user portal self help
• Benefits of self service
– Low cost
– Shorter time to resolution
• These result in
– Reduction in overall support
costs
– Reduction in end user
downtime = productivity gain
• Novell Service Desk end user
portal enables self help with
– Knowledge base
– Forums
– Chat facility
3 © Novell, Inc. All rights reserved.

4. Novell Service Desk key capabilities
Remote management
• Benefits of remote management
– Lower cost than a physical visit
– Shorter time to resolution
• These result in
– Reduction in overall support costs
– Reduction in end user downtime =
productivity gain
• NSD uses remote management
from ZCM within its web console
– No ZCM web console needed
– Full feature set
– Integrated with ZCM security
model
– Audit trail
4 © Novell, Inc. All rights reserved.

5. Novell Service Desk key capabilities
Bundle Management
• Benefits of bundle management
– Lower cost than a physical visit
– Shorter time to resolution
• These result in
– Reduction in overall support costs
– Reduction in end user downtime =
productivity gain
• NSD use bundle management
from ZCM within its web console
– No ZCM web console needed
– Full feature set
– Integrated with ZCM security
model
– Audit trail
5 © Novell, Inc. All rights reserved.

6. Novell Service Desk key capabilities
Asset sync
• Benefits of asset sync
– Creates list of items that I.T will provide
support for
– Service Desk has accurate information for
request resolution
• These result in
– Reduction in overall support costs by only
supporting ‘approved’ devices
– Reduction in end user downtime =
productivity gain
• NSD uses asset sync from ZCM
– Default connectors that can be modified
– Sync on a schedule
– Audit trail of changes
– Automatic ownership assignment
6 © Novell, Inc. All rights reserved.

7. Novell Service Desk key capabilities
Email
• Benefits of email
– Lowest cost and easiest method of
communication with the Service
Desk
• This results in
– Reduction in overall support costs
– Improved end user satisfaction
• NSD email
– Any SMTP / POP3 system
– Emails are routed to the relevant
teams
– All email communication is
performed within NSD web console
– Requests can be created / updated
all from within email
7 © Novell, Inc. All rights reserved.

8. Novell Service Desk key capabilities
Surveys
• Enabling Service Desk for
surveys has several benefits
– Measure satisfaction levels
– Identifies gaps in service delivery
or missing services
• These result in IT
– Providing services that the
business needs at the right level
of response ,quality and cost
• NSD surveys
– Variety of survey questions and
response types
– Selection of survey targets with
defined duration
– Reporting of results
8 © Novell, Inc. All rights reserved.

9. Novell Service Desk key capabilities
Knowledge base
• Benefits of knowledge Base
– Shorter time to resolution
– Enables self help
• These result in
– Reduction of overall service desk
workload
– Reduction in overall support costs
– Reduction in end user downtime =
productivity gain
• NSD knowledge base
– Role based access for entries
– Enables End user portal for self help
– Store information on I.T operational
process
– Apply Change Management to
Knowledge base
9 © Novell, Inc. All rights reserved.

10. Novell Service Desk key capabilities
Open integration
• Enabling Service Desk for 3rd
party integration has several
benefits
– Automate manual processes
– Real time notification of IT
operational events
• These result in IT
– Reduction in IT operational costs
and risk
• NSD open integration
– ZCM for asset , bundle and
remote management
– Use Vibe for forms that initiate
NSD tasks e.g new starter /
mover / leaver
– Monitoring applications
10 © Novell, Inc. All rights reserved.

11. Editions
• Novell Service Desk for Incident Management
®
– For small IT departments focused on
day-to-day operations
• Novell Service Desk for ITIL Service
Management
– For IT departments focused on providing long-term
services to the broader organization
11 © Novell, Inc. All rights reserved.

12. Novell Service Desk for Incident
®
Management
Audience ITIL Processes
• Small IT team • Incident Management
• Everyone performs multiple • Configuration Management
roles • Knowledge Management
• Reactive service • Service Level Management
management
• Has existing endpoint tools
• Interested in best practices
12 © Novell, Inc. All rights reserved.

13. Novell Service Desk for ITIL
®
Service Management
Audience ITIL Processes
• Views IT as a strategic part • Request Fulfillment
of the business • Incident Management
• Offers services with • Problem Management
guaranteed SLAs • Change Management
• Medium to large IT team • Knowledge Management
with distinct roles • Service Level Management
• May already have a help • Service Catalog
desk • Service Portfolio
• Looking to implement ITIL • Financial Management
• Release and Deployment
Management
13 © Novell, Inc. All rights reserved.

14. Entitlement for ZENworks Customers ®
All Novell customers with maintenance ( not Academic
®
) who have…
– Novell ZENworks Configuration Management
– Novell Open Workgroup Suite
… are entitled to
– 2 licenses for Novell Service Desk for Incident Management
– They will need to buy support for those licenses
– Upgrade available to Novell Service Desk for ITIL Service Management
14 © Novell, Inc. All rights reserved.

15. Demo

16. Take a look @
• Jon Giffard Blog
– http://jgiffard.wordpress.com/
• LiveTime Blog
– http://blogs.livetime.com/
• Novell Cool Solutions
– http://www.novell.com/communities/coolsolutions/novell-
service-desk
• Novell Service Desk v7 Beta Announcement
– https://www.facebook.com/NovellZENworks
16 © Novell, Inc. All rights reserved.

17. Questions?
17 © Novell, Inc. All rights reserved.

18. Have fun @ GWAVAcon and
use Novell Service Desk
Thank you.
18 © Novell, Inc. All rights reserved.

19. Corporate Headquarters 801.861.7000 (Worldwide) Join us on:
1800 South, Novell Place 800.453.1267 (Toll-free) www.novell.com
Provo, Utah 84606
19 © Novell, Inc. All rights reserved.

20. This document could include technical inaccuracies or typographical errors.
Changes are periodically made to the information herein. These changes may be
incorporated in new editions of this document. Novell, Inc. may make improvements
in or changes to the software described in this document at any time.
Copyright © 2011 Novell, Inc. All rights reserved.
All Novell marks referenced in this presentation are trademarks or registered trademarks of
Novell, Inc. in the United States and other countries. All third-party trademarks are the property
of their respective owners.