LANDesk® Service Desk, ITIL® Best Practice v7.2

Easily, efficiently and effectively deliver outstanding support services to your employees and customers with a consolidated service desk (CSD) solution, LANDesk® Service Desk.

LANDesk® Service Desk empowers both your internal IT support staff and external customer service team with process-driven incident management, role-based privilege sets, automatic actions, assignment, service levels and escalation. Your enterprise gains the power to deliver support services using a range of convenient interfaces as well as a simple, effective way to introduce and maintain Information Technology Infrastructure Library (ITIL®) best practices.

Use LANDesk® Service Desk’s powerful set of features and benefits for any service delivery operation and have access to:

All the World-Class Functions You Expect—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 you thoroughly analyse incidents and perform problem management to address 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 enable your team to tap a world-class service desk solution at a price accessible to organisations large 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, allowing you to 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 define and follow multiple support procedures that work with your organisation’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 deliver the highest levels of service.

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

The Flexibility and Agility to Maximise 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. Such integration lets you use your existing tools to provide faster, better support with less effort, fewer consoles and less training. Plus, with easy access to data in your current databases, you can leverage existing resources and information and boost your return on investment.

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

And finally, integration with LANDesk® Process Manager helps automate IT processes and service desk operations. Your technicians become more proactive and you realise greater operational consistency and predictability.

------------------------------------------------------------------------------------

LANDesk® Service Desk 7.2

All the World-Class Functions You Expect—without a World-Class Cost

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

The Ability to Empower Users, End-Users and Customers

The Flexibility and Agility to Maximise Your Current Solutions