Gain Instant Service Desk Access via Smartphone or Tablet Device

Staying connected to the latest service desk information is no longer a nice-to-have for service desk staff today. It’s a necessity if you want happy end users.

With LANDesk® Mobile Web Desk, support staff gain instant access to the service desk via a smartphone or tablet device. The solution is ideal for staff members who frequently work away from the service desk or simply prefer working while mobile. Working from a smartphone or tablet device, support staff can perform the same activities that are undertaken via LANDesk® Web Desk (the LANDesk web application interface) but with a mobile-touch user experience. Service desk staff members now have the flexibility to manage workloads and resolve end user incidents interacting with all 15 ITIL-verified processes from anywhere.

Use Your Preferred Device

The trend of “consumerized IT “and the popularity of employee “bring your own device” is changing the way service desk staff members prefer to work. With LANDesk Mobile Web Desk, they access the same functionality as LANDesk Web Desk through their preferred mobile device. They work with a familiar device connected to an intuitive interface that enables fast and consistent activity while maintaining the full service desk user experience. What’s more, they enjoy the same levels of functionality no matter which supported mobile platform is used. For example, multiple text line entries will expand when edited, and if required, administrators can set up new fields specifically for mobile users. In addition, no local application installation is required and mobile users never have to synch devices, avoiding disruption to the user and providing the ideal mobile experience.

Maximize Productivity and Improve Visibility

Designed to maximize productivity and improve response rates through greater visibility, LANDesk Mobile Web Desk offers users easy access to LANDesk Service Desk core functionality, including query tools, process workflows, and the data to attain incident and problem resolution on-the-fly. Mobile users can search for, view, work with, reassign and close incidents, problems, change requests or any other process as they typically would at the service desk. They are also provided with the same actions lists to move a process forward. Likewise, any incident or other process updates logged using LANDesk Mobile Web Desk can be viewed and progressed from LANDesk Service Desk throughout its lifecycle.

List of queries

LANDesk Mobile Web Desk supports the many activities that may be required to investigate an incident. Analysts can respond to alerts or log incident details in LANDesk Service Desk while they’re still fresh. They can retrieve information stored centrally to learn the history of an incident or review previous incident data. If they need to follow up with an end user they can make a call right from an incident ticket. If resolution cannot be attained then the appropriate service levels and assignments will be applied. Moreover, they can still use all of the familiar service desk shortcuts, shown as menus on a mobile device. They can also interact with the CMDB, performing lookups, viewing and modifying configuration items (CIs) or asset details.

LANDesk Mobile Web Desk delivers full process capability as recommended by the ITIL framework. Unlike many mobile applications, functionality is not restricted; an analyst is free to work on any process or action from their mobile device.

Users can stay in touch with the latest information through the use of interactive graphical gadgets that provide real-time summaries of key data, and they can drill down and interact with specific records. These gadgets can display numerous query lists, counts, management information trend graphs, web pages quick-links, and bar or pie chart gadgets depending on the user’s group and role privileges.

The ability to view and interact with these dashboard gadgets and query results ensures that service desk managers see the latest reports when they need to—right before a management review meeting or before stepping into a service desk team meeting. Service desk managers can stay on top of issues, manage requests for authorization and keep tabs on the latest service desk metrics so everything runs smoothly when they are away from their desks.

Even on the go, analysts can access the service desk knowledge base by lookup or free text search, or edit as necessary. The solution promotes effective communication and a collaborative approach whether analysts are working from a team workload list or through receiving email Incident links, query links or even note links from team members. Everyone is a part of the process from anywhere. Analysts can continue to resolve incidents or progress problems without having to return to the service desk to search for relevant information or update an incident, speeding service while reducing downtime and costs. By the same token, key activity does not stall as analysts are not tied to the physical location of the service desk.

In addition, imagine if the service desk could be taken out of its fixed environment. Let’s say analysts wish to provide a hands-on service. They could “walk the floor” of the end users they support and provide a proactive service by logging on tablets or other devices any incidents they hear from users while witnessing the issue first hand at a user’s desk.

LANDesk places the most current, relevant service desk data right at the analyst’s fingertips, whether at an end user’s desk or working from home—extending the service desk’s reach.

Process Driven

LANDesk Mobile Web Desk is a touch interface web application rather than a separate client application. Users follow the same processes and actions that are designed and implemented within LANDesk Service Desk. This ensures that service desk team members use a set of consistent support processes and the end user receives a consistent support experience without even realizing how that support was delivered. And with integration to desktop management suite products, LANDesk Mobile Web Desk can go one step further and initiate the deployment of necessary software or patches.

Easily Manage Mobile Access

Recognizing that service desk administrators have a lot to cope with, LANDesk has simplified the task of managing and granting access to mobile users. LANDesk Mobile Web Desk runs on the LANDesk web access platform, which means installation of an application on the mobile device is not required. Rather than downloading an application for each type of mobile device, an analyst accesses Mobile Web Desk through the device browser and connects to the LANDesk web access platform. Numerous types of mobile devices can be supported with the same functionality more quickly and with less effort and associated cost. No device-specific configuration is required—it just works! LANDesk Service Desk detects how an analyst is logging in and delivers the appropriate view. This also makes managing the mobile interface much easier as it effortlessly keeps in step with LANDesk Service Desk. For example, there is no need to push out changes to processes at the service desk over the air or track inheritance by each mobile device.

To maintain a high level of security, LANDesk Service Desk permits the same user privileges within LANDesk Mobile Web Desk to control data access. Secure log-on/log-off and authentication is required and users can only view the information they are allowed to see. If a mobile device is lost or stolen, there is no need to worry about erasing service desk data stored on a client. The full mobile service is available today at no additional charge for LANDesk Service Desk customers. It’s your service desk on your device.

Benefits

• Touch-optimized interface gives support staff instant access to the service desk via a smartphone or tablet device
• Extends the service desk’s reach; places the most current, relevant service desk data right at the analysts’ fingertips, whether they’re at an end user’s desk or working from home
• Service desk staff access the same functionality as LANDesk Web Desk through their preferred mobile device
• Offers easy access to LANDesk Service Desk core functionality, including query tools, process workflows and the data to attain incident and problem resolution on-the-fly
• IT managers can respond immediately to requests, access live dashboard gadgets and more, directly from a mobile device

Features

User Interface 

• Delivered via a range of mobile devices (iPhone, iPad, Android devices and BlackBerry devices)

Aligned to LANDesk Service Desk  

• Mobile access to core analyst features of LANDesk Service Desk
• Access to historical information logged within LANDesk Service Desk
• Knowledgebase search (free text search, Boolean operators, and wildcards)
• Use of LANDesk Service Desk time zone features for global service management

Interactive Graphical Dashboards 

• Enables users to work from one or more interactive dashboards
• Dashboards are published by short cut; dashboards designed in LANDesk Service Desk can be published to LANDesk Mobile Web Desk as gadgets

Process-Driven Support of Best Practice Procedures 

• Takes advantage of LANDesk Service Desk process engine
• Supports best practice and regulatory initiatives such as ITIL and Sarbanes-Oxley

ITIL+ 

• LANDesk Mobile Web Desk users access LANDesk Service Desk, which is PinkVERIFY™ certified

Strong Service Level Management 

• Incorporates the use of service level agreements, operational level agreements and underpinning contracts
• Uses color coding, escalations, and breach policies and actions set up in LANDesk Service Desk

Simple Query Creation 

• Queries can be modified on the fly without the need of a query designer
• Existing queries created in LANDesk Service Desk can be viewed, extended and modified

Easy Administration and Access 

• Simple installation on a server; no client installation required
• Re-uses the user rights management facilities from LANDesk Service Desk

Aligned with the LANDesk® Solutions Portfolio 

• Incorporates desktop management integration with LANDesk® Management Suite