Novell Service Desk

And IT Service Management

Mark Schouls Senior ZENworks Product Manager ITIL Service Manager / Expert Novell

Agenda

Service Desk and Novell

Novell Service Desk overview Starting the discussion

Q&A

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Service Desk and Novell

Business and IT its complicated

Overwhelming demand
Unstructured capture of requests and ideas No formal process for prioritization and trade-offs Reactive vs. proactive

IT seen as a Black Box

Business lacks visibility Poor customer satisfaction
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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

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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

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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

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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

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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
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Business and IT reunited

Service Desk becomes the Single Point of contact

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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

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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
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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

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Novell Service Desk Overview

Novell Service Desk

Headline 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

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Novell Service Desk key capabilities

End User Portal Self Help

Benefits of self service

Low cost Shorter time to resolution Reduction in overall support costs Reduction in end user downtime = productivity gain

These result in

Novell Service Desk end user portal enables self help with

Knowledge base Forums

Chat facility

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Novell Service Desk key capabilities

Remote Management

Benefits of remote management

Lower cost than a physical visit Shorter time to resolution

These result in

Reduction in overall support costs Reduction in end user downtime = productivity gain

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

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Novell Service Desk key capabilities

Bundle Management

Benefits of bundle management

Lower cost than a physical visit Shorter time to resolution

These result in

Reduction in overall support costs Reduction in end user downtime = productivity gain

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

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Novell Service Desk key capabilities

Asset 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 Reduction in end user downtime = productivity gain

NSD uses asset sync from ZCM

Default connectors that can be modified Sync on a schedule Audit trail of changes Automatic ownership assignment

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Novell Service Desk key capabilities

Email

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

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Novell Service Desk key capabilities

Surveys

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

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Novell Service Desk key capabilities

Knowledge 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 Reduction in end user downtime = productivity gain

NSD knowledge base

Role based access for entries Enables End user portal for self help

Store information on IT operational process

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Novell Service Desk for Incident Management

Audience
Small IT team Everyone performs multiple roles Reactive service management Has existing endpoint tools Interested in best practices

ITIL Processes
Incident Management Configuration Management Knowledge Management Service Level Management

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Novell Service Desk for ITIL

Service Management
Audience
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
Request Fulfillment Incident Management Problem Management Change Management Knowledge Management Service Level Management Service Catalog Service Portfolio Financial Management Release and Deployment Management

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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

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Whats 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)

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Starting the Discussion

Target customer
Poor 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

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Target customer
Average 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

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Target customer
Good 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

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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?

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How do you track who and what IT supports?

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Advertise 2 free licenses to qualifying customers, set up demos to prove your points and never hesitate to reach out to us for assistance

Thank you.

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801.861.7000 (Worldwide) 800.453.1267 (Toll-free)

Join us on: www.novell.com

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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.