Reducing mean time to repair and providing continual service management improvement through streamlining and automating the service desk function enables users to solve, submit, track and manage requests via e-mail, PDA or customer portal.
“The Novell Service Desk 7 is scalable, able to support thousands of concurrent users with millisecond response times,” says Jessica Robinson, Novell Partner Executive at the company’s Rivonia headquarters.
“Using any browser to access the system, installation and configuration is the same regardless of the size of the organisation. The solution is cost-effective as users pay only for software designed to be customised at the application level and not for toolkits, regardless of the size of the organisation.”Robinson adds that downtime is minimised with single-click upgrades for moving onto the latest software release. As there are no upgrade consulting fees, users can invest in service improvement, rather than software consultants.
Novell Service Desk is a complete ITL v3 service management tool, supporting 11 core processes. It is built around a powerful configuration management system with an embedded CMBD and knowledge base.
“As such, it facilitates high visibility and accessibility between all core processes, creating a customer-focused environment in which service and support issues are managed according to service level requirements. Fully configurable workflows span crucial areas such as request, fulfilment, incident, problem and change management.”
Support technicians are empowered by the ability to proactively propose solutions and “work-arounds” stored in the knowledge base. This reduces task loads and maximises staff efficiency by freeing their time in order to focus on the core business.
“Customisable surveys, reports and views provide meaningful metrics and in-depth analysis of the service provided by the user company’s support and service organisations,” says Robinson.
Novell Service Desk’s modern Web 2.0 interface allows users to access the system via any Web browser or mobile device without plug-ins, ensuring support whenever and wherever it is needed.
Robinson adds that Novell Service Desk is pre-integrated with most enterprise infrastructure. It also seamlessly integrates into any large environment. Rich Web services mean it can also be easily extended using a variety of programming languages, from PHP and Perl, to NET and Java.
Other functionality includes asset management and discovery, authentication and SSO, Novell eDirectory, SecureLogin, ZENworks and Configuration Management Integration. Novell Service Desk works seamlessly with Novell eDirectory authentication server for centralised user management, Novell SecureLogin for single sign-on, and with Novell ZENworks.
“The end result is that the service desk reduces call volumes and mean time to repair. It also captures the intellectual capital of the user organisation, enabling rapid information recycling,” concludes Robinson.
Novell (Nasdaq: NOVL), a leader in intelligent workload management, helps organisations securely deliver and manage computing services across physical, virtual and cloud computing environments. Novell helps customers reduce the cost, complexity and risk associated with their IT systems through its solutions for identity and security, systems management, collaboration and Linux-based operating platforms. With its infrastructure software and ecosystem of partnerships, Novell integrates mixed IT environments, allowing people and technology to work as one. For more information, visit www.novell.com.
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