What’s New? LANDESK Service Desk 7.7 – Engage IT!

on January 30, 2014 NAI Blog and Tags: , , , , with 0 comments

What’s New?

LANDESK-logo-Network-AmericaFor the new year, LANDESK released the newest version of its Service Desk platform – LANDESK Service Desk 7.7 – Engage IT. This new release serves to strengthen the current LANDESK offering of User-Oriented IT Solutions. The new features included in 7.7 promote IT engagement, which will improve end-user satisfaction and maximize user productivity.

Combating Shadow IT
Today’s users are super connected – now more than ever they have the capability to “Google” their issues to try to establish workarounds and DIY fixes. This is Shadow IT. Service Desk 7.7 simplifies the lines of communication between end-user and IT by encouraging and boosting service desk’s ability to engage with its users, other IT teams, and the business.

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.
New Service Desk 7.7 Features and Benefits:

Mobile Self Service AppChoice improves end user satisfaction and IT engagement opportunities
Mobile Location AwareIncrease IT engagement
Mobile Service CatalogMaximize user productivity
Picture Driven SupportEncourage IT engagement
CI Structure Access EnhancementGain visibility into service desk operations; minimize risks to service delivery
Mobile Self Service EnhancementsVisual enhancements improve end user productivity
Project Portfolio Management Content PackOptimize operations by increasing project success rates
SDI Report ComplianceGain best practices report

Also included in the new release are:

  • Certified SDI Reports

    Just a Few of the New Canned SDI Reports Available:

    Number of Incidents and Requests
    Average Time to Respond by Channel
    Abandoned Rate
    Average Time Taken to Resolve Incidents or Fulfill Service Requests (by incident or requests)
    First Contact Resolution Rate
    Backlog Management
    Percentage of Functional Escalations
    Average Resolution Time (by incident or requests)
    Self-help monitoring measured against goals (design advice included)
    Knowledge Usage
    Avg Cost per Incident and Service Request
    Event Based Customer Satisfaction Report

  • Mobile Self Serve

    Key Features:

    Self Service app via smartphone or tablet
    iOS from Apple App Store
    Android from Google Play

    Key Benefits:

    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 Team
    Project Health Status
    Peripheral Data (e.g. risk register)

    Key Benefits:

    Optimize operations
    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


Learn more about LANDESK Service Desk 7.7 – Engage IT

Need more information? Contact Network America today.