LANDesk Service Desk 7'0

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LANDesk Service Desk 7.0
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(No Transcript)
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LANDesk Service Strategy

• Key business observations
• IT has changed from being an option to being a
  business-critical requirement.
• IT and the business should be intrinsically
  linked, participating in joint business process
  planning and decision making.
• However, many organizations invest in technology
  on strategic grounds, then treat IT as a tactical
  commodity.

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LANDesk Service Strategy

• IT Service Management
• Moving from simple problem and incident
  resolution to adding value to the business.

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ITIL / ITSM Process Description
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Which Processes Matter Most to You?
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Introducing LANDesk Service Desk 7.0

• LANDesk Service Desk helps organizations align
  IT services with business objectives, increasing
  the value and efficiency of technology
  investments.

• LANDesk Service Desk will enable LANDesk to show
  a credible presence in the IT service management
  market by enabling high-level configuration
  management, service desk, desktop management and
  service-level accountability that operates across
  multiple functional departments and disciplines.

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Service Support Disciplines
Service support focuses on maintaining service to
customers, ensuring standard configurations and
mitigating risk from Change.
LANDesk has traditionally shown strong coverage
in these configuration management-related
areas. For organizations focused on ITSM, the
role of LANDesk has been viewed as a utility
suite or tool provider.
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Completing the ITSM Story
LANDesk Service Desk provides the Incident and
Problem management tools needed to tell a
complete ITIL Service Support story.
LANDesk Service Desk also forms a compelling
foundation for the larger IT Service Management
story.
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LANDesk Service Desk 7.0

• Consolidated service desk solution offers
  process-driven incident management, role-based
  privilege sets, automatic actions, assignment,
  service levels and escalation
• Enables you to deliver support services and a
  simple, effective way to introduce and maintain
  ITIL best practices
• Powerful graphical user interface makes managing
  and placing service desk requests easier and more
  efficient for your entire enterprise
• Integrates with LANDesk management solutions,
  Microsoft Active Directory, Novell eDirectory and
  Touchpaper ActiveAssistance to provide better
  support with less effort and fewer consoles

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LANDesk Service Desk

• The LANDesk Service Desk solution helps
  organizations manage the customer service
  lifecycle by providing companies with the
  technology and functionality needed to deliver
  consistent customer service, elevating customer
  service delivery
• LANDesk Service Desk is a next-generation
  graphical business application that enables
  companies to provide an outstanding level of
  service support. Applicable equally to both
  internal IT Support and the externally-facing
  Customer Support functions, LANDesk Service Desk
  enables organizations to move into true IT
  Business Management.
• LANDesk Service Desk combines process-driven
  incident management, customer support,
  assignment, service levels, escalation and e-mail
  notification for any organization that seeks to
  provide an outstanding level of support service.

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LANDesk Service Desk

• The LANDesk Service Desk solution provides
  highly graphical IT service management,
  facilitating effective and efficient proactive
  support services.
• Process-driven incident management
• Role-based privilege sets
• Automatic actions
• Assignment
• Service levels
• Escalation
• LANDesk Service Desk enables an organization to
  deliver an outstanding level of support service,
  through a range of interfaces.

CxO, ops-level reporting

• Service level agreements

Service support/ Service desk
Automation Components
Configuration management
Change and process management
Asset management
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LANDesk Service Desk Product

• Service Desk
• Core Server
• Records incidents, analyzes root causes of
  multiple incidents, and manages resulting
  requests for change supporting service desk
  problem resolution. Supports Service Level
  Management and includes E-mail Manager for e-mail
  notification management.
• Knowledgebase
• Knowledge management included with Service Desk
  supports dynamic searching from an incident, ad
  hoc searching, knowledge content, automatic
  knowledge creation and knowledge linking to
  reported incidents.
• Service Portal
• A configurable, browser-based self service portal
  for end users to log new incidents and track and
  update incidents. Includes FAQs, content, and
  knowledge base search. Supports remote analyst
  access to Service Desk.
• Desktop Manager
• Connector
• Integration to desktop solutions (Inventory,
  Remote Control, Chat, File Transfer, Remote
  Execute, Reboot) and connectors to allow
  importing of inventory information from LANDesk,
  SMS and Novell ZENworks.

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Key Benefits LANDesk Service Desk

• Better quality level for business-aligned support
• ITIL compliance
• Faster logging and resolution
• Choice of interfaces
• Integrated problem diagnosis and resolution
• Fully integrated
• Flexible, designable
• Easy to use
• Built with the latest .NET technology

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LANDesk Service Desk Features

• Process-driven support
• Easy interaction with multiple client options
  over Internet delivery
• Smart .net client
• E-mail (Mail Manager)
• Browser
• Unlimited form design flexibility
• Integration with LANDesk, ActiveDirectory,
  eDirectory, ZENWorks, SMS, Exchange, Groupwise,
  Lotus
• Supported on Oracle and SQL
• Visual navigation of business structures,
  processes, relationships
• Knowledgebase
• Automatic actions, escalations, assignments and
  e-mail interaction

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LANDesk Service Desk Console

• Personalized Welcome screen

• Process-driven support

• Configurable design

• Service levels, OLAs and contracts

• All information presented together

• Dynamic problem solving based on appropriate
  information

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Multiple Interfaces for Support, Progression

• Smart client

• Browser

• E-mail

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Customer Self-Service Portal Configuration

• Multiple user types and levels

• User / Configuration Item mapping

• User/Customer structure visualization

• Customer- centric support

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Customer Self-Service Portal Client UI

• Template call logging

• Easily integrated within intranets/internets

• Knowledgebase access

• Individual status information

• Noticeboards

• Question and answer modules

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Key Benefits of the Self-Service Portal

• More efficient problem solving helps increase the
  number of satisfied customers
• Intuitive, role-based information delivery
• Faster call logging and resolution
• Powerful self service to help customers help
  themselves
• A simple and effective way to introduce best
  practice procedures
• Demonstrates the benefits of the Service Desk to
  the community being served

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Positioning LANDesk Service Desk

• Four key targets for Service Desk messaging
• Senior management (CxO, business management)
• Process administrator/manager
• Technical manager
• Help desk manager

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Messaging for Senior Management

• What we want the CIO/IT Director to believe
• I want an IT department that virtually runs
  itself so I have time to work with the business
  on its priorities.
• I want to create an environment for my team
  where they can be proactive and helpful instead
  of reacting to problems and incidents all day.
• ITSM solutions can help me achieve these goals.

• What we want the COO or Finance Director to
  believe
• We need to improve commercial performance, raise
  output and reduce costs.
• I want an efficient and effective IT department
  that doesnt keep coming to ask for more budget.
  
• LANDesk has a vision that goes beyond basic
  products. We can get value for money from this
  company.

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Senior Management Emphasis Points

• Engage discussion on service-oriented concepts
  like these
• Pragmatic implementation of industry
  best-practice frameworks and procedures such as
  ITIL, MOF, CObIT, Six Sigma and others
• Informed decision-making based on accurate
  information and timely reporting
• Moving from simple problem and incident
  resolution to adding value to the business
• Maintaining or improving levels of support and
  service
• Creating accountability to management on quality
  and consistency of service delivery
• Cost control, proving added value and getting
  more done with fewer or the same resources
• Vulnerability management, security management,
  patch management
• Help senior management tie business success to
  effective IT service delivery.

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Senior Management Value Propositions

• Draw their attention to key value propositions
  such as
• Automate repetitive tasksUp to 45 of incidents
  can be handled automatically, saving analysts
  time, freeing up resources, resolving problems
  faster and improving service levels
• Remote user supportCan eliminate up to 85 of
  desk visits
• User self-service for top problem areas such as
  automated password reset can save up to 32 of
  call costs effective self-service systems can
  reduce the number of calls by up to 80 and
  increase the satisfaction of end users
• User self-service to offer 24 x 7 support without
  an increase in support staff
• Constant monitoring of systems and
  networksAllows problems to be spotted and
  resolved before they happen, saves on downtime,
  minimizes support costs and reduces impact to
  business operations
• Consistent working practices and processesEnsure
  that nothing gets missed, that services are
  provided in a standard way, help reduce training
  costs and minimize mistakes
• Help senior management see beyond help desk to
  integrated service delivery.

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Service Desk Process
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Thank You