Introduction to Novell Service Desk

Transcription

1 Introduction to Novell Service Desk

2 So What is Service Desk Anyway? A service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner. 2

3 Classification By services provided By internal organization Single level Multiple levels 3

4 Classification By services provided By internal organization By customer orientation Internal external 4

5 Classification By services provided By internal organization By customer orientation By organizations supported Single organization Multi tennant 5

6 Classification By services provided By internal organization By customer orientation By organizations supported By functionality Simple ready to use (closed) Modular frameworks 6

7 Classification By services provided By internal organization By customer orientation By organizations supported By functionality By specialization Universal Industry specific 7

8 Novell Service Desk Industry specific (IT) Framework (but ready to use (ITIL workflows implemented)) Modular (but modules included) (appliance) 8

9 So What is ITIL Anyway? The Information Technology Infrastructure Library (ITIL), is a set of best practices for IT Service Management (ITSM) that focuses on aligning IT services with the needs of business. 9

10 Supported Processes Incident Management Incident Management Knowledge Management Service Level Management Service Asset and Conf. management Request Fulfillment Problem Management Change Management ITIL Service Management Service Catalog Service Portfolio Financial Management Release and Deployment Management 10

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12 Let's start User / Customer LDAP Users Directory service is recommended Supports multiple LDAP sources 12

13 Let's start Users User / Customer LDAP Directory service is recommended Supports multiple LDAP sources 13

14 Let's start Users Directory service is recommended User / Customer LDAP CMDB Supports multiple LDAP sources CMDB 14

15 Configuration Management Data Base 15

16 Configuration Management Data Base 16

17 Configuration Management Data Base 17

18 Configuration Management Data Base 18

19 ITIL processes

20 Incident Management (Service operation) Incident is any event that is not part of the standard operation of a service, and causes, or may cause, an interruption to, or a reduction in the quality of service. The goal of Incident Management is to restore normal service as quickly as possible 23

21 Configuration Management (Service transition) To provide a logical model of the IT infrastructure 24

22 Service Level Management (Service desk) The goal is to maintain and improve the alignment between business activities and IT service quality 25

23 Knowledge Management (Service transition) The purpose is to improve efficiency by reducing the need to rediscover knowledge 26

24 ITIL management

25 Request Fulfilment (Service operation) Small, low risk, frequently occurring changes and information requests 28

26 Problem Management (Service operation) Extends the process of Incident Management Can initiate Change Requests 29

27 Change Management (Service transition) The goal is to ensure that standardized procedures are used to efficiently handle all changes, and minimize the impact of any related Incidents upon a service. The Change Advisory Board (CAB) is responsible for approving any Request for Change (RFC) 30

28 Service Catalogue (Service design) Central service repository accessible by both the IT department and the Business Description Owner Criticality Relationship 31

29 Service Portfolio (Service strategy) Represents all engaged resources and resources being released during the different phases of the Service Lifecycle 32

30 Financial Management (Service strategy) Quantifies, in financial terms, the value of IT services for the business and IT department 33

31 Release and Deployment Management (Service transition) To maintain the integrity of an organization's production environment when deploying releases, controlling changes and updates from Test to Live environments 34

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33 Workflows Workflows There are standard workflows supplied with NSD Never edit these, always duplicate Look before you leap Use pencil / paper to design Workflows are used to reflect the steps required to resolve a request It s not business process automation 36

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35 This document could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein. These changes may be incorporated in new editions of this document. Novell, Inc. may make improvements in or changes to the software described in this document at any time. Copyright 2014 Novell, Inc. All rights reserved. All Novell marks referenced in this presentation are trademarks or registered trademarks of Novell, Inc. in the United States. All third-party trademarks are the property of their respective owners.