In the age of IT consumerization, it’s too easy for “Shadow IT” to creep in when end-users find their own IT solutions elsewhere. The advances in Service Desk 7.7 enable end-users to once again engage with IT in the way they want to, reducing the possibility of Shadow IT. From the service desk standpoint, version 7.7 boosts the service desk’s ability to engage with its end users, other IT teams, and the business.
LANDESK Service Desk 7.7 incorporates LANDESK Service Desk 7.6.1 and 7.6.2 released in 2013.
Introducing LANDESK® Service Desk version 7.7 – Engage IT!
Improve Your Processes
With LANDESK Service Desk you gain a process driven, flexible end-to-end service management platform for basic resolution management and self service to reduce business downtime through to mature service portfolio management, capacity and availability capabilities for long term growth planning and continuous service improvement.
Delivered with out-of-the-box functionality that can be easily configured without coding, makes it simple to use and easy to own. It delivers effortless automation of policies and process and adoption of best practices as well as PinkVERIFY on all 15 ITIL v 3.0 processes.
Available in cloud, on-premise or hybrid delivery through an architecture that allows you to move between environments as your IT strategy evolves it is ideally suited for global or distributed environments.
Why LANDESK Service Desk?
With LANDESK Service Desk you get a solution that helps you gain control and reduce the complexity of service delivery while improving visibility across your service management operations now and in the future. LANDesk Service Desk offers the following benefits:
|Mobile Self Service App||Choice improves end user satisfaction and IT engagement opportunities|
|Mobile Location Aware||Increase IT engagement|
|Mobile Service Catalog||Maximize user productivity|
|Picture Driven Support||Encourage IT engagement|
|CI Structure Access Enhancement||Gain visibility into service desk operations; minimize risks to service delivery|
|US English / Polish Language||Supports global working|
|Mobile Self Service Enhancements||Visual enhancements improve end user productivity|
|Project Portfolio Management Content Pack||Optimize operations by increasing project success rates|
|SDI Report Compliance||Gain best practices report|
Key Capabilities of LANDESK Service Desk 7.7
- Process Foundation Layer
- ITSM processes out-of-the-box (incident, problem, request, change, knowledge and more)
- Service level management
- Configuration Management Database (CMDB)
- Reporting including prebuilt lookup lists, crystal reports and dashboards
- Desktop, web or mobile interfaces
- Self Service
- Service Catalogue
- Social ITSM
- Core Integration including prebuilt connectors
- Automation platform
- Code free configuration; with simple wizards and graphical user interface
- PinkVERIFY on all 15 ITIL v3 processes
- KCS Verified
- SDI (Service Desk Institute) Performance Results Report compliant
- Available On-premise, In Cloud, or Hybrid
Delivery Platforms & Interfaces
LANDESK ITSM solutions are available on premise, in cloud or hybrid delivery with the ability to switch between platforms as requirements change.
LANDESK Service Desk as a Service is delivered with secure cloud hosting and agreed service level uptimes for cloud performance
No matter which route you take, you will still gain all the benefits that you would expect to receive in an ITSM solution
For each delivery platform LANDESK ITSM provides multiple interfaces to ensure that service desk staff, end users and business stakeholders see everything that they need to see in the way that suits them best at a particular moment in time. Available on a desktop console for deep dive administration, a light weight web access platform for day-to-day analyst activity plus mobile interfaces for all users.
What’s New in LANDESK Service Desk 7.7?
User Oriented IT solutions – LANDESK Service Desk 7.7 improves customer satisfaction, through increased IT engagement.
Certified SDI Reports
Just a Few of the New Canned SDI Reports Available:
Number of Incidents and Requests
Average Time to Respond by Channel
Average Time Taken to Resolve Incidents or Fulfill Service Requests (by incident or requests)
First Contact Resolution Rate
Percentage of Functional Escalations
Average Resolution Time (by incident or requests)
Self-help monitoring measured against goals (design advice included)
Avg Cost per Incident and Service Request
Event Based Customer Satisfaction Report
Mobile Self Serve
Self Service app via smartphone or tablet
iOS from Apple App Store
Android from Google Play
Improve end user customer satisfaction
Improve quality of service and support
Maximize end user productivity
Enable users with Self Service 24/7
Meet service level expectations
Improve user experience
Reduce analyst workload and associated costs
Improve user experience
Engage IT (increase IT engagement)
Project Portfolio Management
Documentation to Create:
Project Portfolio Lifecycle Process
Components (stages, tasks, work packages)
Project Health Status
Peripheral Data (e.g. risk register)
Reduce IT related incidents
Derive best practice process improvements
Integrate with IT operations
Gain accurate insights and reporting
Increase project success rate
Eliminate project conflicts
Optimize IT team communication and handoffs
Reduce IT cost