Giving Context to ITSM
We are excited to announce the major release of LANDESK® Service Desk—version 7.8. This is the latest release of Service Desk, strengthening the LANDESK portfolio of user management solutions.
Version 7.8 promotes the use of contextual tools and data to improve IT engagement with end users. Service desks will gain a better understanding of the users of IT and the environment they operate in. Presented with targeted information, IT can offer end users relevant choices, perform relevant actions, and deliver content, providing an enriched experience. In doing, so service desks gain insights and build better relationships with end users in a scalable way.
LANDESK Service Desk 7.8 incorporates LANDESK Service Desk 7.7.1, 7.7.2, and 7.7.3 released in 2014, plus more. Here are some of the new capabilities available:
LANDESK IT Workspace
In-context knowledge search – Search dynamically in the context of a support process, from the browser.
Management of all calendars – Generate calendar appointments from workflows and send to third-party calendars such as Microsoft Outlook automatically.
Identity confirmation – Increase security; request users to re-enter passwords when they create, modify, or delete an object such as “approval.”
New language – Fully localized in Italian to support global working environments.
Attachment management – Eases work through the ability to attach multiple objects to a form, such as multiple screenshots of an error message.
Computer Telephony Integration available for Web Desk – incoming and outgoing call-handling features that incorporate information about an end user calling in to the service desk.
Shibboleth Integration – identify users with enhanced authentication.
Direct actions to external web services enable Process Manager automation to start direction from service desk process actions for a faster response.
Desktop management extended – SCCM integration and generic desktop actions through the browser for in-context capabilities such as SCCM remote control or console launch.
Event Manager – API enhancements.