LANDesk^® Self Service

Alleviate Pressure on Your Service Desk while Maintaining High-Quality Support

IT departments today are under pressure to cut costs, reduce risk, and boost productivity as they work to continually align IT to deliver business value. LANDesk^® Self Service helps organizations address these issues by enabling end-users to submit and track incidents and service requests, search a knowledge base to troubleshoot their issues, and keep up to date with the latest company news without contacting the service desk directly.

LANDesk Self Service is ideal for the top three, Level 1-types of requests:

1. password reset, driven by security requirements
2. knowledge-base search and finding answers to “how-to” questions; and
3. requests for services, which can be streamlined through an automated request fulfillment

LANDesk Self Service alleviates pressure on the service desk by increasing end-user access to support services without reducing the quality of that support, and by providing users 24/7 access from anywhere to the tools and knowledge to quickly log, view the status of, and update standard incidents themselves as well as gain answers to frequently asked questions. For example, if the knowledge base answers the question, the incident can be closed automatically. If it doesn’t, an incident can be logged. Once logged, users can update their own incidents and can request closure if required.

LANDesk Self Service enables you to maintain notices and communicate important information to your employee and customer communities quickly and easily, reducing service and support costs, and increasing end-user productivity and satisfaction. This approach also greatly contributes to a proactive service management environment where users always know what is happening with their incidents and requests without having to contact the service desk.

Incorporate the LANDesk^® Service Catalogue

Users are able to interact with the LANDesk® Service Catalogue from the LANDesk Self Service solution. The catalogue—seamlessly integrated with LANDesk Self Service—lets users access all of the live IT services they are enabled to request. As a proactive one-stop shop, users can search for and select services easily, navigate the catalogue tree, or use search and filter facilities to view detailed service information. This extends the range of self service options you can offer end users, further enhancing the user experience.

24/7 Access to Tools and Knowledge from Anywhere

LANDesk Self Service helps you ensure that support is always available. It is often challenging for a central service desk to provide constant support for users across different locations and geographies whose working hours may fall outside those of the service desk. With LANDesk Self Service, users have online access to a variety of service desk facilities and resources 24 hours a day, seven days a week, enabling them to report a problem, find information, and access a solution at anytime, wherever they are.

In addition, LANDesk Self Service raises the profile of the service function within any organization. The solution offers a central point for displaying important information on an organization-wide basis, plus it provides a quick entry point into any type of internal or external service desk, such as IT, HR, facilities, or customer service. LANDesk Self Service helps keep users informed of planned maintenance work on the network or temporary downtime of essential systems. When used by other departments, such as HR or facilities, the solution fosters fast dissemination of information and reinforces the view among employees and customers that the service team is proactive, informative, and helpful.