Introduction to Novell Service Desk
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
Classification By services provided By internal organization Single level Multiple levels 3
Classification By services provided By internal organization By customer orientation Internal external 4
Classification By services provided By internal organization By customer orientation By organizations supported Single organization Multi tennant 5
Classification By services provided By internal organization By customer orientation By organizations supported By functionality Simple ready to use (closed) Modular frameworks 6
Classification By services provided By internal organization By customer orientation By organizations supported By functionality By specialization Universal Industry specific 7
Novell Service Desk Industry specific (IT) Framework (but ready to use (ITIL workflows implemented)) Modular (but modules included) (appliance) 8
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
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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Let's start User / Customer LDAP Users Directory service is recommended Supports multiple LDAP sources 12
Let's start Users User / Customer LDAP Email Directory service is recommended Supports multiple LDAP sources email 13
Let's start Users Directory service is recommended User / Customer LDAP Email CMDB Supports multiple LDAP sources email CMDB 14
Configuration Management Data Base 15
Configuration Management Data Base 16
Configuration Management Data Base 17
Configuration Management Data Base 18
ITIL processes
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
Configuration Management (Service transition) To provide a logical model of the IT infrastructure 24
Service Level Management (Service desk) The goal is to maintain and improve the alignment between business activities and IT service quality 25
Knowledge Management (Service transition) The purpose is to improve efficiency by reducing the need to rediscover knowledge 26
ITIL management
Request Fulfilment (Service operation) Small, low risk, frequently occurring changes and information requests 28
Problem Management (Service operation) Extends the process of Incident Management Can initiate Change Requests 29
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
Service Catalogue (Service design) Central service repository accessible by both the IT department and the Business Description Owner Criticality Relationship 31
Service Portfolio (Service strategy) Represents all engaged resources and resources being released during the different phases of the Service Lifecycle 32
Financial Management (Service strategy) Quantifies, in financial terms, the value of IT services for the business and IT department 33
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
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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