Service Desk Store offers a self-service portal that enables users to submit their service requests. The Store feature is a one stop shop experience that enables your employees to request services related to their work and for administrators it is a one stop experience that enables them to manage and track the organization's assets. Work flows and Service Level Agreements (SLAs) are enhanced for service requests that require approval from designated managers. This capability provides an icon-based request service for users to request items from the Service Desk.
It doesn't just improve your service management. It improves your life.
Read more ›Reduce your mean time to repair (MTTR) and improve your service management environment by streamlining and automating service desk functions.
Read more ›Turn your IT organization into an active agent for enabling business change.
Read more ›Reduce your mean time to repair (MTTR) and improve your service management environment by streamlining and automating service desk functions.
Read more ›Take advantage of ITIL v3 processes.
Read more ›Get all the information you need to make smart, informed decisions.
Read more ›Streamline the process of assessing and implementing changes.
Read more ›Turn your IT organization into an active agent for enabling business change.
Read more ›Whether you're at your desk or away, you can now manage and support your customer requests using your favorite device.
Read more ›We are pleased to announce that Service Desk mobile app is now available for download in Google Play and iTunes.
Service Desk is a complete service management solution that allows you to easily monitor and solve services issues to minimize disruption to your organization, enabling users to focus on your business.
Provide more choices by supporting the latest web technologies. With Service Desk, you are not limited by a specific browser or plugin because the product supports every browser on every operating system and embraces the latest web 2.0 technologies.
Make the most of your existing hardware and software investments. Service Desk supports all major operating systems, databases and application servers with simple installation and configuration on existing business systems. This reduces the need to invest in proprietary software or specific hardware.
Keep your service desk solution open. Service Desk applications support open standards and comply with existing standards such as XML, web services, Java, Mail, and CSS.
Invest in a solution that can grow with your business. Service Desk supports thousands of concurrent users and integrates easily with other systems to adapt to your enterprise applications. Complete support for clustering, load balancing, and failover are also available.
Use web services to lower your integration costs. Integrating third-party applications via web services erases the high cost of typical enterprise integration projects. Service Desk comes pre-integrated with all major asset management tools and supports all LDAP and Active Directory servers for authentication.
Make service management part of your larger change and configuration management solution. Service Desk is designed to work seamlessly with:
Get flawless integration with technologies that you already depend on.
Create a more responsive and capable service organization. The incident management capabilities in Service Desk make it possible for you to restore services and respond to users more quickly. With Service Desk, your service organization can:
Identify root causes and solve problems more quickly. The problem management capabilities in Service Desk help your service desk workers find solutions and prevent problems from happening again by using the right blend of manual or proactive analysis and automatic problem identification tools.
Define, manage, and track your service delivery levels more effectively. With Service Desk you can meet responses or fix deadlines in accordance with ITIL best practices. This includes using Service Level Agreements (SLAs) based on Operational Level Agreements (OLAs) and Underpinning Contracts (UCs).
Define and manage the services you offer to your users. Service Desk makes it easy to define and manage all of the active or “live” services you offer to end users. This includes “wrapping” many underpinning components under a single umbrella with related dependencies, which makes it easier to diagnose problems and perform root cause analysis.
Measure the value of the IT services you provide. Service Desk includes tools that help you quantify the financial value of the IT services you provide, as well as your underpinning IT infrastructure. This makes it possible to:
Plan, schedule, and control changes and updates to your environments. Service Desk provides tight integration between the embedded CMDB and Change Management.
Deploy a complete, scalable, ITIL-compliant service management solution in a matter of days. With Service Desk, there are no more 6–12 month implementations and long-term consulting contracts. The product is designed so that customization can be performed by users using simple configuration options and style changes.
Service Desk provides fast, easy access to information and rapid ROI with an elegant browser-based interface. This includes:
Previous versions of ZENworks Service Desk didn’t provide the capability to edit your saved filters and change your filtering criteria. With ZENworks Service Desk 8.0, you can edit a saved or shared filter with modified criteria.
ZENworks Service Desk 8.0 now has canned financial billing reports. Users can use the following reports to access various aspects of their Cost of Work:
ZENworks Service Desk 8.0 introduces a configurable option for multi-session support. This option enables users to have multiple login sessions across browsers and across systems.
ZENworks Service Desk 8.0 includes a new capability for importing Inventoried hardware devices along with managed devices. Enhanced filtering options enable you to search and list managed, inventoried, and other devices.
Another new feature of ZENworks Service Desk 8.0 is the ability to use a ZENworks Join Proxy satellite server to remotely control any Windows-managed devices located in various private networks.
Current versions of Service Desk Appliance are only supported with VMware. With ZENworks Service Desk 8.0, you can also use Hyper-V as your virtual environment to deploy the Service Desk Appliance.
Currently, the calendar shows only the reference number of a ticket, making it difficult for users to determine the subject of the ticket. In ZENworks Service Desk 8.0, we have added a subject line to the request so technicians can easily see what the request is about.
The Request URL option makes it easy for customers as well as technicians to click on the link within an email and jump directly to the Request within Service Desk. Until now, this option was only available in some of the templates. In ZENworks Service Desk 8.0, this option is now available in all of the Request-related templates.
Previously, a Technician couldn’t share a Request link (which holds all the details for the request) to any other technician. In ZENworks Service Desk 8.0, technicians can see an auto-generated Permalink names ‘Direct link’ in the request details page (before the Subject field). He or she can share the link with any other technician who has access to Service Desk. After clicking on the Permalink, the technician is navigated to the Request Details page. This feature applies to Generic, Change, Service, Incident, and Problem requests.
When requesting a bundle in the store workflow, users select the Item they want to access. When the item is approved, the assignment is made to the user. However, many applications are licensed by the machine, which means the user could install the app on multiple devices. To control this, the feature now enables you to configure the Assignment Extension for either a User or for a Device. In ZENworks Service Desk 8.0, when a request is submitted, the end user must also select their ZENworks devices to be assigned with the bundle. The system will then create an extension to make the assignment to that device on approval, rather than at the discretion of the user.
Micro Focus is pleased to announce the availability of ZENworks Service Desk 7.5. ZENworks Service Desk 7.5 is a full-featured PinkVerify ITIL service management solution designed to help you better align your IT organization to your business objectives.
ZENworks Service Desk 7.5 also features tight integration with the ZENworks Unified Endpoint Management platform, enabling you to import configuration items from ZENworks, assign ZENworks bundles from Service Desk, remote control ZENworks devices from the Service Desk Console, and more.
ZENworks Service Desk 7.5 includes these enhanced capabilities:
In alignment with the release of ZENworks 2017, MFSD 7.4 introduces support for mobile devices as a separate section in the ZENworks import. This allows administrators and technicians greater flexibility in the way they manage and surface these devices.
MFSD 7.4 also introduces support for mobile bundles as a separate section in the ZENworks import. This feature allows administrators and technicians to support mobile bundles and create Store requests on mobile bundles. These requests will be installed automatically on end-users' devices, similarly to the way support is provided for Windows application installs.
This feature brings in support to iterate along the logical path of a workflow and then branch to the previous or next logical state. Administrators can automatically close requests on a certain condition of the workflow being reached or continue to follow the workflow logical path to set up a repeat of the workflow from a certain point (instead of initiating the workflow again in case of a negative scenario).
Linking items helps technicians assign ownership of items to individual owners and groups of owners directly from the ticket summary page.
We now provide the ability to reactivate or keep items inactive on next sync to ZENworks. This allows for administrators to delete items which they do not want in the system.
Earlier end-users could select one filter to narrow down their search, now we provide the ability to select multiple filters to make for a highly effective search capability for Store items.
| Capabilities | Service Desk for ITIL (full version) | Service Desk Standard |
|---|---|---|
| Change Management | ||
| Problem Management | ||
| Incident Management | ||
| Service Request Fulfillment | ||
| Service Desk Store | ||
| Service Asset and Configuration Management | ||
| Knowledge Management | ||
| Service Catalog Management | ||
| Service Level Management | ||
| Release and Deployments Management | ||
| Service Portfolio Management |
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Keep your population organized
In the wake of an organizational merger, the Trust use Service Desk, along with Micro Focus ZENworks Configuration Management, to meet the intensified demands of a larger, more scattered population of users—including those on mobile devices.
