novell service desk

Novell Service DeskAnd IT Service Management

Mark SchoulsSenior ZENworks Product ManagerITIL Service Manager / ExpertNovell

© Novell, Inc. All rights reserved.2

Agenda

• Service Desk and Novell

• Novell Service Desk overview

• Starting the discussion

• Q&A

Service Desk and Novell


Business and IT… it’s complicated

IT seen as a Black BoxBusiness lacks visibilityPoor customer satisfaction

Overwhelming demandUnstructured capture of requests and ideasNo formal process for prioritization and trade-offsReactive vs. proactive


IT needs process to solve the issues

No single system of record for decision making

Relevant metrics hard to obtain

Disparate systems costly to maintain and upgrade


IT sometimes has a credibility gap

• Business leaders demand reliable service with objective, measurable, and genuine value

– Some executives feel IT is a wasted investment

• Exponential complexity growth– Manage it today, or tomorrow is hopeless

• Stronger discipline is needed to manage change and succeed

– Discipline and process are keys to success


How should IT respond?

• Need to learn how to speak the language of the business

• Has to see itself as part of business

• Need to embrace best practices– ITIL is a great example of what businesses are doing to solve

this complex issue


The case for ITIL

• The business is more and more dependent on IT to meet their needs

• Complexity of IT constantly increases

• Customers are demanding more for less, and in many cases… with less

• Global competitiveness growing at a rapid rate requiring a more flexible approach to integration

• Stronger focus on controlling the costs of IT

• Address low customer satisfaction levels


Benefits to the Organization

• Improve resource utilization

• Be more competitive

• Decrease rework

• Eliminate redundant work

• Improve upon project deliverables and time

• Improve availability, reliability and security of mission critical IT services

• Justify the cost of service quality

• Provide services that meet business, customer, and user demands

• Integrate central processes

• Document and communicate roles and responsibilities in service provision

• Learn from previous experience

• Provide demonstrable performance indicators

Source: Pink Elephant – “The Benefits of ITIL® White Paper”, March 2006


Business and IT reunited

ITIL

Service Desk becomes the Single Point of contact


Service Desk and ITIL

• ITIL does not say that you must have a Service Desk– In theory you could do ITIL manually with paper and a stop

watch

• Organizations use Service Desk to automate their ITIL processes

– Service Desk becomes the single point of contact between the business and the IT organization


Service Desk benefits

• Provide end-users with a unified, single point of contact for dealing with all of their IT service needs

• Ensure consistent IT service delivery

• Decrease incident and problem resolution time via process automation and self-service

• Improve self-service options so end-users can utilize knowledge management tools to help themselves instead of calling on the help desk

• Increase end-user satisfaction

• Leverage out-of-the-box support for IT life-cycle management tools and third-party data sources, enabling IT to integrate automated processes across the entire organization


Why did Novell launch a Service Desk offering?

• Upsell revenue into existing ZENworks Configuration Management (ZCM) customers

• Integrated ZCM / Novell Service Desk is attractive to existing ZCM customers

– Makes things difficult to remove

• Service Desk makes ZCM more attractive to legacy ZENworks customers who are considering a migration or replacement strategy

• Align with market demands for suite solutions– Gartner seeing increase in customer demand for “all you can

eat” suites

Novell Service Desk Overview


Novell Service DeskHeadline Capabilities

• Fully web based Service Desk

• Available as a traditional installer or virtual appliance

• Provides support for 11 out of 13 ITIL process

• Communicate with end users using email / SMS

• End users have own portal– Create and update requests

– Self help with knowledge base and forums

• Out of the box integration with– GroupWise (email)

– ZCM (asset import, bundle management and remote management)

• Open interfaces to integrate with 3rd party systems– E.g Networking monitoring tools


Novell Service Desk key capabilitiesEnd User Portal Self Help

• Benefits of self service– Low cost

– Shorter time to resolution

• These result in– Reduction in overall support

costs

– Reduction in end user downtime = productivity gain

• Novell Service Desk end user portal enables self help with

– Knowledge base

– Forums

– Chat facility


Novell Service Desk key capabilitiesRemote Management

• Benefits of remote management– Lower cost than a physical visit


• These result in– Reduction in overall support costs


• NSD uses remote management from ZCM within its web console

– No ZCM web console needed

– Full feature set

– Integrated with ZCM security model

– Audit trail


Novell Service Desk key capabilitiesBundle Management

• Benefits of bundle management– Lower cost than a physical visit


• These result in– Reduction in overall support costs


• NSD use bundle management from ZCM within its web console

– No ZCM web console needed

– Full feature set

– Integrated with ZCM security model

– Audit trail


Novell Service Desk key capabilitiesAsset Synchronization

• Benefits of asset synchronization– Creates list of items that IT will provide

support for

– Service Desk has accurate information for request resolution

• These result in– Reduction in overall support costs by

only supporting ‘approved’ devices


• NSD uses asset sync from ZCM– Default connectors that can be

modified

– Sync on a schedule

– Audit trail of changes

– Automatic ownership assignment


Novell Service Desk key capabilitiesEmail

• Benefits of email– Lowest cost and easiest method of

communication with the Service Desk

• This results in– Reduction in overall support costs

– Improved end user satisfaction

• NSD email – Any SMTP / POP3 system

– Emails are routed to the relevant teams

– All email communication is performed within NSD web console

– Requests can be created / updated all from within email


Novell Service Desk key capabilitiesSurveys

• Enabling Service Desk for surveys has several benefits

– Measure satisfaction levels

– Identifies gaps in service delivery or missing services

• These result in IT– Providing services that the

business needs at the right level of response, quality and cost

• NSD surveys– Variety of survey questions and

response types

– Selection of survey targets with defined duration

– Reporting of results


Novell Service Desk key capabilitiesKnowledge Base

• Benefits of knowledge Base– Shorter time to resolution

– Enables self help

• These result in– Reduction of overall service desk

workload

– Reduction in overall support costs


• NSD knowledge base– Role based access for entries

– Enables End user portal for self help

– Store information on IT operational process


Novell® Service Desk for Incident Management

AudienceAudience

• Small IT team

• Everyone performs multiple

roles

• Reactive service

management

• Has existing endpoint tools

• Interested in best practices

• Small IT team

• Everyone performs multiple

roles

• Reactive service

management

• Has existing endpoint tools

• Interested in best practices

ITIL Processes ITIL Processes

• Incident Management

• Configuration Management

• Knowledge Management

• Service Level Management


• Configuration Management




Novell® Service Desk for ITIL Service Management

AudienceAudience

• Views IT as a strategic part

of the business

• Offers services with

guaranteed SLAs

• Medium to large IT team

with distinct roles

• May already have a help

desk

• Looking to implement ITIL

• Views IT as a strategic part

of the business

• Offers services with

guaranteed SLAs

• Medium to large IT team

with distinct roles

• May already have a help

desk

• Looking to implement ITIL

ITIL Processes ITIL Processes

• Request Fulfillment


• Problem Management

• Change Management



• Service Catalog

• Service Portfolio

• Financial Management• Release and Deployment

Management

• Request Fulfillment


• Problem Management

• Change Management



• Service Catalog

• Service Portfolio

• Financial Management• Release and Deployment

Management


Entitlement for ZENworks® Customers

All Novell® customers with maintenance (not Academic) who have…

– Novell ZENworks Configuration Management

– Novell Open Workgroup Suite

… are entitled to– 2 licenses for Novell Service Desk for Incident Management

– They will need to buy support for those licenses

– Upgrade available to Novell Service Desk for ITIL Service Management


What’s coming in version 7?

• Relationship impact map (the holy grail is here!)

• Calendar synchronization

• Enhanced workflow map

• Multiple LDAP sources

• Line Manager approvals based on customer

• Planned outages map

• Knowledge import from .CSV

• Scheduled reporting

• Process switching (request / incident)

Starting the Discussion


Target customerPoor profile

• Service Desk– Got one and not moving

– May be reluctant to buy from Novell

• Little or no Novell technologies– Senior management has decided Novell is not relevant

– Has migrated already or planning to do so

– No defender of the faith

• Strategy– It may be best to move on, and come back to this at a later

date


Target customerAverage profile

• Service Desk– Looking to replace old service desk as part of overall infrastructure

update

– Has list of requirements

• Reducing Novell technologies– Senior management has decided to move to MSFT infrastructure

technologies

– GroupWise / OES may be on the way out

– ZENworks / Vibe are around for the long run

– Has 2 x free licenses

• Strategy– Demo / POC against requirements

– Show how NSD + ZCM combination provides compelling support capabilities


Target customerGood customer profile

• Service Desk– None or not happy with existing solution

– Open to replacement

– Can obtain budget

• Has Novell technologies– Likes Novell and has no plans to move

– Qualifies for 2 x free NSD licenses

• Strategy– Get a wish list of requirements

– Encourage them to include items that any current solution cannot do or does badly

– Demo / POC against that list


Qualifying questions

• How are you dealing with increased demand on your IT organization?

• How do you obtain meaningful management information and reports on support activities?

• Are you able to deal with requests from end users in a timely manner? Can you qualify that?

• Do you know if end users are satisfied with IT support? Can you qualify that?

• Are IT staff spending time traveling to visit end users in order to support them?

• How do you track who and what IT supports?

Thank you.


Advertise 2 free licenses to qualifying customers, set up demos to prove your points… and never hesitate to

reach out to us for assistance

801.861.7000 (Worldwide)800.453.1267 (Toll-free)

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This document could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein. These changes may be incorporated in new editions of this document. Novell, Inc. may make improvements in or changes to the software described in this document at any time. Copyright © 2011 Novell, Inc. All rights reserved. All Novell marks referenced in this presentation are trademarks or registered trademarks of Novell, Inc. in the United States and other countries. All third-party trademarks are the property of their respective owners.

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