LANDesk Service Desk

Easily, efficiently and effectively deliver outstanding support services to your employees and customers.

LANDesk Service Desk empowers both your internal IT support staff and external customer service team with process-driven incident management, role-based privilege sets, automatic actions, assignment, service levels and escalation. Your enterprise gains the power to deliver support services using a range of convenient interfaces as well as a simple, effective way to introduce and maintain Information Technology Infrastructure Library (ITIL) best practices.

Use LANDesk® Service Desk’s powerful set of features and benefits for any service delivery operation and have access to:

All the fundamental functions you expect in a world-class service desk solution.
Powerful interfaces and connectivity options maximize reach, usability and productivity.
A simple, effective way to introduce and maintain ITIL best practices.
The flexibility and agility to maximize your current solutions.
The ability to empower users.

All the Fundamental Functions You Expect in a World-Class Service Desk Solution
LANDesk® Service Desk includes the basics of incident and call logging, assignment, service levels, escalation, form design and user structures to give you access to everything you expect in a world-class service desk solution.

Powerful Interfaces and Connectivity Options Maximize Reach, Usability and Productivity
LANDesk® Service Desk has a powerful graphical user interface that makes managing and placing service desk requests easier and more efficient for your entire enterprise. Service providers stay connected and productive by being able to access LANDesk Service Desk with a mobile device. And a Web browser-based interface lets service providers and end users or customers easily log incidents, communicate and track service status and requests.

A Simple, Effective Way to Introduce and Maintain ITIL Best Practices
LANDesk® Service Desk gives you the assurance of support for ITIL best practices and integration. And ITIL Service Desk, Incident and Call Management, Problem Management and Service Level Management capabilities extend your ITIL best practice efforts. All requirements identified by ITIL are matched, and most importantly, exceeded to give you flexibility specific to your needs.

The Flexibility and Agility to Maximize Your Current Solutions
LANDesk® Service Desk integrates with leading desktop management tools and toolsets, including LANDesk® management solutions as well as Microsoft Active Directory, Novell eDirectory and Touchpaper ActiveAssistance to let you effectively use your existing tools to provide faster, better support with less effort, fewer consoles and less training. And easy access to data in your current databases gives you maximum leverage of your existing resources and information and increases your return on investment and effectiveness.

The Ability to Empower Users, End-Users and Customers
LANDesk® Service Desk includes a comprehensive, intelligent knowledge base capability. Users can dynamically search for solutions and advice as incident, call, problem and change information is populated. You control and configure how results are displayed. And knowledge is automatically captured to ensure that the latest, most pertinent information is accessible with the least impact on resources. And reporting capabilities let you record and prove the value of articles with both business usage and feedback.

The always-available Web-based service portal lets users proactively report a problem, find information and initiate a solution to facilitate faster resolution.

And as a process-driven solution, LANDesk Service Desk lets you easily define your service procedures and follow them to ensure consistency and efficiency as well as facilitate faster problem resolution and save time.

LANDesk® Service Desk Enterprise Benefits

LANDesk® Service Desk is a next-generation graphical business service application that empowers your enterprise to easily, efficiently and effectively deliver outstanding support services to both your employees and customers.

Use LANDesk® Service Desk to help your enterprise:

• Get to resolution more quickly by improving service provisioning with access to all the fundamental functions you expect from a world-class service desk solution.
• Improve efficiency and enable faster incident resolution by quickly and easily defining and following multiple support procedures.
• Empower end users and/or customers to proactively participate in resolving support issues by giving them easy, real-time access to log an issue and see the progress of their issue and steps they need to take.
• Ensure visibility and understanding of responsibilities, status and effectiveness by providing relevant information to each user in a simple, tailored manner.
• Have complete control over defining varying levels of support in order to align your business needs with your service and support needs.

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