IT Service Management

LANDesk® Service Desk helps IT organizations move from a reactive state to one that is more controlled, proactive and service-oriented. In turn, organizations experience fewer service interruptions, accelerated service restoration, and a reduction in costly downtime or other service-related business risk. The solution enables organizations to take advantage of full and rich IT Service Management capabilities, including ITIL-verified, process-driven incident, problem, request, change, and configuration management to manage the service and support environment on-premise or in the cloud.

 
 

Challenges:

  • Improving customer satisfaction
  • Demonstrating the value of the service desk to the business
  • Meeting business expectations such as productivity, cost, risk and growth
  • Growing complexity of IT support mission

Solutions:

  • Gain reliability of service through process-driven support
  • Improve the customer experience with consumer-styled self service options
  • Gain control of service performance and resources employed
  • Better manage communication to the business
  • Deliver meaningful service performance reports and trend analysis
  • Integrate with other IT tools and applications to gain visibility across services, geographies and time-zones
  • Reduce risks and enable resource reallocation through process automation
  • Choose configurable ITSM anytime, anywhere
 

Knowledge Management

 
 

Challenges:

  • Unable to share skills and knowledge
  • New fixes to the same incident are developed each time, wasting time and money

LANDesk Solution:

  • Reduce time by capturing, creating and managing knowledge content as part of normal workflow from Incidents, Requests and/or Problems
  • Quickly search knowledge when logging incidents and attach useful knowledge
  • Partition so different users see different views of knowledge depending on their role

Results:

  • Reduce time to resolution
  • Reduce time to knowledge creation
 

Service Request

 
 

Challenges:

  • Difficulty in prioritizing diverse support requests
  • Receive requests for services that we don’t support

LANDesk Solution:

  • Use Request Management processes out of the box or modify to suit the business
  • Use multiple processes, depending on the request
  • Log requests through service desk self service or service catalogue

Results:

  • Reduce the number of requests to the desk
 

Asset Lifecycle Manager

 
 

Challenges:

  • No control over assets
  • Not prepared for an audit
  • Not managing asset costs

LANDesk Solution:

  • Manage lifecycle of hardware and software assets from initial request to procurement through to disposal
  • Aggregate asset data from multiple sources into a single view
  • Connect license, discovery and entitlement data and reconcile
  • Access audit history of changes, actions, dates, times, people

LANDesk Savings:

  • Reduce risk by managing regulatory and security compliance
  • Decrease costs by understanding license, acquisition, support, service and other expenses
 

Self Service Portal

 
 

Challenges:

  • Need to lower support costs
  • Can’t manage all the calls coming into the support desk
  • Our end users need support 24/7, outside of our service desk hours

LANDesk Solution:

  • Attractive self service for end-user customers to log, track and update Incidents, troubleshoot issues, search knowledgebase, log requests and see notifications about service status, or up-and-coming changes
  • Quickly set privileges to choose who can see what
  • Seamlessly integrate with an existing Intranet or other web portal, or can act as a replacement if required

LANDesk Savings:

 

Policy & Compliance

 
 

Challenges:

  • Unable to meet contractual obligations
  • Need to provide audit information
  • Need to manage regulatory, security and best practice compliance

LANDesk Solution:

  • Incorporate contracts
  • Use process flow to back policy
  • Full audit trail of actions taken within the service desk
  • Configuration Management and Change Control simplifies compliance documentation
  • PINK Verified on all 15 ITIL 3.0 processes

LANDesk Savings:

 

Service Level Management

 
 

Challenges:

  • Unable to provide reliability of service
  • Unable to set the right expectation to the business
  • Continuous breach of service level agreements

LANDesk Solution:

  • Tracks incident, request, problem or change performance against SLAs
  • Effortlessly manage escalations, actions, notifications, response levels and agreements
  • Tailor SLAs to each customer and assign response levels based on a matrix of rules

Results:

  • Manage service levels and provide consistency of service
  • Effectively manage end-user customer expectations of quality of service
  • Customer Success Story:
    COFIDIS
 

Reporting & Dashboards

 
 

Challenges:

  • I can’t justify our operation to the board
  • I don’t know how a budget cut will impact our delivery capability

LANDesk Solution:

  • Powerful, multi-level statistical reporting
  • View real-time data on configurable, graphical, drillable dashboards
  • Simple drag-and-drop creation of queries—no coding required
  • Pre-built lookup lists, Crystal Reports and dashboards, modified easily as required
  • Advanced Management Information analytics and reporting

Results:

 

Process Manager

 
 

Challenges:

  • Too many repetitive tasks
  • Tasks not being done in the same way each time

LANDesk Solution:

  • Automate IT workflows and common tasks
  • Building processes with simple drag-and drop
  • Includes a graphical view of where you are in an active workflow

Results:

  • Save time by automating tasks
  • Integrate ongoing compliance measures and have information available for audits
  • Lower operations costs
 

Change & Release

 
 

Challenges:

  • End users don’t know when a change takes place
  • Too many unplanned changes that cause downtime and incidents
  • Don’t know the impact of changes

LANDesk Solution:

  • Highly configurable change process incorporates all change-related activity, from initial request through to assignment, controlling every stage
  • Incorporates CMDB to show assets and their relationships to understand the impact of future changes
  • Communicate planned changes to affected users
  • Ability to plan, build, test and safely release with checks and rollback

Results:

 

Incident & Problem

 
 

Challenges:

  • Need to improve time to resolution
  • Difficulty prioritizing incidents
  • No visibility or tracking of major incidents or problems

LANDesk Solution:

  • Rapid logging, tracking and updating of incidents with out-of-the-box process workflows
  • Access to various interfaces, including mobile devices
  • Categorize and automatically apply service levels to prioritize incidents
  • Create and manage parent-child incident relationships
  • Undertake problem-based activities to investigate trends, diagnose and identify the root cause of problems, and create reports
  • Incorporate CTI, desktop management integration and knowledge search to speed incident management

Results:

 

Service Catalogue

 
 

Challenges:

  • Customers need to request services 24/7/365
  • Need to reduce calls to the service desk
  • End users don’t know what services they can request
  • My end users expect a consumer standard experience when interacting with IT

LANDesk Solution:

  • Available anytime, anywhere
  • Publish only those services that each employee is entitled to
  • Define each service request process to be followed
  • Configurable look and feel
  • Easily submit service requests in familiar consumer environment

Results:

  • Maximize productivity and reduce costs
  • Service Catalogue requests by entitlement reduces calls to the service desk
  • Improve the customer experience
 

Configuration Management

 
 

Challenges:

  • I need to manage my services and assets from one location
  • I need to understand the structures and relationships behind business services to aid change

LANDesk Solution:

  • Identify and define services and resources as CIs
  • Federate from multiple external data sources into a CMDB and bring under change control
  • Visually map the relationships and dependencies between CI’s to deliver a single, consolidated view of relevant CI’s and services
  • “Synchronize” data with any changes so the CMDB is accurately maintained
  • Painlessly reconcile data and compare ‘discovered’ CI’s against those held in a change-managed CMDB

Results:

  • Reduce risks of change through impact analysis
  • Save time through a central store of key service information
  • Improve accuracy and quality of CI information
 

Event Management

 
 

Challenges:

  • How do we know if a server goes down?
  • We can’t measure true availability of services we offer

LANDesk Solution:

  • Seamlessly capture alerts reported by monitoring tools
  • Convert alerts into ITSM event processes
  • Log and perform actions on any process

Results:

  • Reduce service interruptions by detecting and resolving system issues before users are aware of them
  • Improved speed of issue resolution lowers operational costs
 
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