LANDesk^® Service Desk Key Features

Service-Level Interaction and Management

• A powerful graphical user interface makes managing and placing service desk requests easier and more efficient.
• Mobile device accessibility, including Blackberry, Windows CE and iPhone, keeps roaming technicians connected and productive and prevents disruptions to the problem-resolution life cycle.
• Web browser-based interface allows technicians and customers to easily communicate and track status and requests.
• Management of detailed escalations, actions, response levels, response agreements, contract, operational level agreements (OLAs) and service level agreements (SLAs) let you deliver the best service for each need.
• Automatic actions, including color changes, e-mail notification, severity changes and automatic reassignment, let you improve efficiency and time to resolution.

ITIL Plus

• Built-in support for ITIL version 2 and 3.
• Built-in procedures for ITIL Service Desk, Incident and Call Management, Change Management, Problem Management and Service Level Management let you easily, quickly and effectively implement or extend ITIL best practices.
• All requirements identified by ITIL are matched and exceeded to give you flexibility specific to your needs.
• All the components needed to go beyond simply executing processes and manage the life cycle of provided IT services to create business value are built-in.

Powerful Connectivity and Integration

• Integration with leading desktop management tools and toolsets for remote control, chat, file transfer, remote execute and reboot let you effectively use your existing tools to provide faster, better support.
• Easy access to data in external databases enables integration with existing resources and information.
• Microsoft Active Directory and Novell eDirectory integration enable proactive, remote IT problem management and control using the LANDesk Service Desk console.
• LANDesk® Desktop Integration enables seamless integration with LANDesk® management solutions, Microsoft SMS, Novell ZENWorks or Touchpaper ActiveAssistance to give you broader access to pertinent inventory information with less effort, fewer consoles and less training.

Quick Easy Knowledge Base Capture, Approval, Publishing and Access

• Dynamic searching offers suggested advice as incident, call, problem and change information is populated, is based on single or combined forms and includes a fully configurable results display.
• Document indexing takes existing business documentation from multiple locations and scans it into a single tree structure—no rewriting or redefining of existing documentation is needed.
• Designable knowledge structures allow for a single article form with unlimited searchable fields.
• Automatic knowledge creation automatically captures knowledge from incidents, problems and changes.
• Knowledge procedures allow you to define the steps required to build your knowledge base based on approved information and ensure compliance.
• Easy administration lets you quickly identify and take action on articles due for review.
• Effectiveness reports let you record relative proven-value for articles through both business-usage and feedback.

Web-Based Service Portal

• Self-service portal gives end users and customers access to the information and tools needed to participate in fast, effective problem resolution.
• Portal is always available to users regardless of location and time of day, so users can proactively report a problem, find information and initiate a solution.
• Customers can self-publish FAQs, search the knowledge base, log incidents, request services and review reports to alleviate support staff and increase efficiency.
• E-mail communication capabilities let you log and move an issue through its life cycle using only e-mail.

Policy-Driven Service Delivery

• A policy-driven solution lets you define a procedure and follow it to ensure consistency and efficiency and allows for easy, intuitive management of an incident’s life cycle and closing.
• Quick “where am I” lookup facilitates faster problem resolution and saves technicians time.
• Flexibility lets technicians quickly move an incident from one step to another.
• Preset default values and events can be defined to your specifications.
• Automatic events can be defined to increase efficiency.
• Customers or third parties can be directly involved in the progress of an issue and its resolution.

Easy Administration

• Automatically loads new or upgraded software on every technician and user machine the first time the system is accessed, saving time and money and reducing downtime and the demands on resources.
• Graphical user management and the ability to explore visual diagrams and procedures result in an easier, more user-friendly procedure for service staff.
• Graphical procedure and window design make procedure creation faster and more intuitive.
• Privileges and permissions can be set to streamline service procedures.
• A single interface reduces service management headaches and training needs and expense.
• Graphical display of users and business structures—both internal and external—adds visibility and ease of use.
• An intuitive, visual structure let technicians easily navigate and understand relationships and groupings.

End-User and Customer Friendly

• Web-browser version gives end users and customers anytime, anywhere access to full-service problem resolution.