novell service desk overview
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Novell service desk overview
Novell Service Desk
Introduction
Jon GiffardSenior Product Managerjgiffard@novell.com
Agenda
Novell Service Desk
Licensing and pricing
Requirements and architecture
Demo
Novell Service Desk
Novell Endpoint Management
EndpointLifecycleManagement
Novell Endpoint Management
Ensures people have exactly what they need in their desktop, notebook and mobile device environments to remain productive and secure from threats both seen and unseen.
EndpointSecurityManagementIT AssetManagementIT ServiceManagementZENworks Configuration ManagementZENworks Application VirtualizationZENworks Asset ManagementZENworks Patch Management
ZENworks Asset Management
Novell Service Desk
ZENworks Endpoint Security ManagementZENworks Patch ManagementZENworks Network Access ControlNovell Full Disk Encryption (2011)
Novell Service Desk
EndpointLifecycleManagement
EndpointSecurityManagementCapabilitiesSupport for ITIL best practices out-of-the-box
Integrated processes in a single console provides a single pane of glass experience
Open interfaces provide close integration with other Novell and 3rd party solutions
BenefitsBuild a productive, responsive service environment
Integrate IT services with business needs
Use IT to drive positive business outcomes
Adopt best practices across your entire infrastructure and for all support services
IT AssetManagementIT ServiceManagement
Vision
Through integration and automation, Novell Service Desk helps IT deliver business services, not technology
Integration
Open interfaces allows all elements of IT infrastructure to intelligently communicate with Service Desk
Automation
Provides automated delivery of IT services to customers to agreed levels of quality and costService
IT acts a utility, business consumes services and not technology
High level capabilities
Browser-based, multilingual interface
Built on ITIL guidelines
Incoming / outgoing e-mail processing
Unlimited free usage for end user portal
Knowledgebase and solution look-up
Integration with Active Directory / eDirectory
Import asset information from ZENworks family into CMDB
Pre-configured workflows and SLAs
Report on various aspects of performance including KPIs, SLAs, etc.
Flexible deployment architecture
Editions
Single solution with two editions that address different requirements:Novell Service Desk for Incident ManagementFor IT departments focused on day-to-day operations
Novell Service Desk for ITIL Service ManagementFor IT departments focused on providing long-term services to the broader organization
Easily move between editions by entering a new license keyNo re-install necessary
Novell Service Desk for Incident Management
AudienceSmall IT team
Everyone performs multiple roles
Reactive service management
Has existing endpoint tools
Interested in best practices
ITIL ProcessesIncident Management
Configuration Management
Knowledge Management
Service Level Management
Novell Service Desk for ITIL Service Management
AudienceViews IT as a strategic part of the business
Offers services with guaranteed SLAs
Medium to large IT team
Distinct roles
May already have a help desk
Looking to implement ITIL
ITIL ProcessesRequest Fulfillment
Incident Management
Problem Management
Change Management
Knowledge Management
Service Level Management
Service Catalog
Service Portfolio
Financial Management
Release and Deployment Management
Roadmap
1.0: iPhone1.0: iPad1.0: AndroidQ1'11Q2'11Q3'11Q4'11
NSD:6.2NSD:6.5NSD:7.0Kovalam
Novell Service Desk: v6.5
Theme: ReportingBuilt in report builder
Rich content editor
OpenID authenicatione.g Facebook, Google
Stylesheet editor
SEO knowledge tagging
Outbound web services
Partner access based around Org Units
Technician groupings
HTML 5 dashboards
Kovalam
Theme: ZENworks integrationRemote management
Bundle management
Novell Service Desk: v7.0
Theme architecture refreshArchitecture & GUI based around AJAX
More HTML5
Update to ITIL v3.1
Restful web services, provider and consumer
Workflows based on JBPM
Licensing and pricing
Licensing overview
Novell Service Desk requires a license for each user when they consumes one or more of the following processesIncident, Request, Problem or Change
Typically these are not end usersEnd users are free
Load balancing / High availabilityRequires additional license
Pricing
VLA with 1-year maintenanceNovell Service Desk for Incident ManagementUser @ $1844
Competitive replacement @ $1344
Novell Service Desk for ITIL Service ManagementUser @ $2949
Upgrade from Incident Management @ $1499
Competitive replacement @ $2149
Load balance / high availabilityPOA depending on requirements and complexity
Entitlement for ZENworks customers
All Novell customers with maintenance who haveAny edition of Novell ZENworks Configuration Management
Novell Open Workgroup Server
ZENworks Suite v7
ZENworks for Desktops
Entitled to2 x licenses for Novell Service Desk for Incident Management
Requirements & Architecture
Product requirements
Database MS SQL 2005 or later Sybase Oracle MySQL Postgresql v8 or later
OS 64-bit Windows Server 2008 SLES 11 SP1 Java 64-bit Sun JDK v1.6
Email POP3 / POPS3 SMTP / SMTPS IMAP / IMAPS
Browsers Firefox 2.0 or later IE 6 or later Chrome Safari
Directory service Active Directory eDirectory
Native handheld iphone ipad
Architecture
Apache Tomcat Database
HTTP / HTTPS
Browser
Smartphone
API
Architecture: Single server
ApacheTomcatDB
Smaller customers10 20 concurrent users
1000 customers
Demo / dev environments
Notes
Architecture: 2 tier
ApacheTomcat
Most medium to large enterprise200 techs
200k customers
NotesDB
Architecture: LB
N
Apache
Tomcat 1
Tomcat 2
Tomcat N
Apache sends sessions to Tomcat instancesRound robin
Session will stay with the Tomcat instance it is first allocated to Sticky sessions
Not High AvailabilitySession data is not preserved
NotesDB
Shared storage
Architecture: HA + LB = Cluster
N
Apache
Tomcat 1
Tomcat 2
Tomcat N
Apache sends sessions to Tomcat instancesRound robin
High AvailabilitySession data is shared
Assumes DB is also HA
Notes
DB
Shared storage
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