LANDesk^® Service Desk

The End of Help Desk Headaches.

Access enterprise-level consolidated service desk capabilities without a large enterprise budget, training or knowledge level with LANDesk^® Service Desk. Whether you’re simply looking to improve service levels or want to provide complete service provision, LANDesk Service Desk is scalable to easily grow with you as your service needs grow.

Comprehensive capabilities let you easily implement Information Technology Infrastructure Library (ITIL) version 2 and 3 and IT Service Management (ITSM) best practices. Your service team is empowered to easily and proactively integrate business and IT strategies, demonstrate value and promote continuous improvement.

Use LANDesk® Service Desk’s powerful set of features and benefits and access:

• All the functions you expect in a world-class service desk solution.
• A simple, effective way to introduce and maintain ITIL best practices.
• The ability to empower users.
• The flexibility and agility to maximize your current solutions.

All the Functions You Expect in a World-Class Service Desk Solution—without a World-Class Cost

LANDesk® Service Desk includes everything your team needs to enforce polices around service delivery. Complete incident reporting and root-cause analysis let your team thoroughly analyze incidents and perform problem management to fix the causes of ongoing problems rather than fixing them over and over. Add call logging, assignment, service levels, escalation, form design and user structures and your team accesses everything you expect in a world-class service desk solution at a price accessible to organizations big and small.

A Simple, Effective Way to Introduce and Maintain ITIL Best Practices

LANDesk® Service Desk gives you support for ITIL version 2 and 3 best practices and integration. Built-in processes for ITIL Service Desk, Incident Management, Change Management, Problem Management and Service Level Management extend your ITIL best practice efforts. All requirements identified by ITIL are matched and exceeded to let you quickly and efficiently manage the life cycle of the services IT provides and create true business value.

The Ability to Empower Users, End-Users and Customers

LANDesk® Service Desk lets you implement a fully policy-driven service operation. You quickly and easily define and follow multiple support procedures that work with your organization’s structure. Policy-driven incident reporting, root cause analysis for problem management, audit tracking and automatic knowledge base creation further speed time to resolution for both your service team and end users. And a foundation of flexible, graphical procedure design, with forms that are fully configurable, empower your team to quickly and easily deliver the highest levels of service.

End users and customers easily interact with service desk staff and access real-time information on the progress of their incident using the self-service portal. Information is proactively passed through e-mail, an intranet, an external Web site, mobile devices and more. End users and customers easily perform needed actions required to help solve their incident without interrupting service desk technicians.

The Flexibility and Agility to Maximize Your Current Solutions

LANDesk® Service Desk integrates with leading desktop management tools and toolsets, including LANDesk® management solutions as well as Microsoft Active Directory, Novell eDirectory and Touchpaper ActiveAssistance to let you effectively use your existing tools to provide faster, better support with less effort, fewer consoles and less training. Easy access to data in your current databases gives you maximum leverage of your existing resources and information and increases your return on investment and effectiveness.

Integration with LANDesk® Management Suite lets your service desk team access the key functions needed to solve users’ issues—inventory, remote control, chat, file transfer, remote execute and reboot capabilities—and make work life even easier for everyone. They establish and maintain enforceable policy-driven service management and access comprehensive audit tracking and reporting capabilities—making it easier and less costly to remediate vulnerabilities, track transaction histories and eliminate the risk of ongoing failures.

Integration with LANDesk® Process Manager also lets your technicians go from reactive mode to proactive mode by automating IT processes and service desk operations to create previously unknown consistency and predictability.