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Support for ITIL v3 Processes
Request fulfillment
Make it easy for your end users to obtain information or advice and quickly submit requests for change.
Incident management
Create a more responsive, capable service organization. The incident management capabilities in Novell Service Desk make it possible for you to restore services more quickly and respond to users faster. With Novell Service Desk, your service organization can:
•Define incident workflows using a combination of states and transitions
•Use configurable business rules to dispatch incidents to the most appropriate specialist
•Generate notifications that ensure the fastest path to resolution
Problem management
Identify root causes and solve problems more quickly. The problem management capabilities in Novell Service Desk help your service desk workers find the root causes of problems. It helps them find solutions, and prevent the problem from happening again, by using the right blend of manual or proactive analysis and automatic problem identification tools.
Change management
Implement important changes without disrupting your operations. Powerful change management features in Novell Service Desk will help you assess the risk of changes and manage disruptions to daily operations.
Service-level management
Define, manage and track your service delivery levels more effectively. With Novell Service Desk you can meet response or fix deadlines in accordance with ITIL best practices. This includes using Service Level Agreements (SLAs) based upon Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) to define, manage and track service delivery levels.
Service catalog
Define and manage the services you offer to your users. Novell Service Desk makes it easy to define and manage all of the active or “live” services you offer to end users. This includes “wrapping” many underpinning components under a single umbrella with related dependencies, which makes it easier to diagnose problems and perform root cause analysis.
Financial management
Measure the value of the IT services you provide. Novell Service Desk includes tools that help you quantify the financial value of the IT services you provide, as well as your underpinning IT infrastructure. This makes it possible to:
•Link corporate finances directly to service management
•Assign a monetary value to services and service components
•Allocate costs based on accurate usage and warranty information
Release and deployment management
Plan, schedule and control changes and updates to your environments. Novell Service Desk provides tight integration between the embedded CMDB and Change Management, which makes it possible to plan, schedule and control changes and updates from test to live environments.
Knowledge management
Speed resolution times, reduce frustration and empower end users to solve their own problems. Powerful knowledge management features in Novell Service Desk give you efficient knowledge creation, publication, and distribution processes that can help you speed resolution times, reduce frustration and empower end users to solve their own problems.
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