LANDesk Service Desk

Overview

The end of help desk headaches.

Whether you’re looking to improve service levels or want to provide complete service provision, LANDesk^® Service Desk is a next-generation graphical service application that helps  your organization deliver outstanding support services without a large enterprise budget, training or knowledge level. Comprehensive capabilities let your IT team implement ITIL version 2 and 3 and IT service management best practices, enabling you to integrate business and IT strategies, demonstrate the value of your IT group and promote continuous improvement.

Key Features

Access the powerful features of LANDesk^® Service Desk and experience:

• All the functions you expect in a world-class service desk solution
• A simple, effective way to introduce and maintain ITIL best practices
• The ability to empower users
• The flexibility and agility to maximize your current solutions

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 analyze 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 organizations 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.

LANDesk^® Service Desk lets you implement a fully policy-driven service operation. You quickly define and follow multiple support procedures that work with your organization’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 Maximize 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 realize greater operational consistency and predictability.

Enterprise Benefits

LANDesk^® Service Desk can help you:

• Resolve support and service issues more quickly.
• Gain complete control over support levels  and manage the lifecycle of IT services.
• Cut costs by reducing the overall number of help desk incidents.
• Improve efficiency by helping technicians define and follow multiple support procedures.
• Empower end users and customers to actively participate in solving support issues.
• Integrate systems and security management functionality into your service desk solution.

Learn more in the LANDesk^® Service Desk Product Brochure

Testimonial

LANDesk^® Service Desk Named 2007 Editor’s Best Award Finalist by Windows IT Pro

SALT LAKE CITY – August 20, 2007 – LANDesk today announced that its LANDesk^® Service Desk was named as a finalist in the “Editor’s Best Awards” in the service desk category by Penton Media’s Windows IT Pro^®.