If you want to improve the quality of the IT service you provide to your internal customers in a way that meets your business needs, it’s time to take a look at Novell Service Desk. Whether you’re using Novell ZENworks or third-party solutions for endpoint management, endpoint security and asset management, Novell Service Desk complements your investments to give you the IT service management capabilities you need. It helps you close calls faster, so both your users and IT personnel can be more productive.
Novell Service Desk has been designed and built upon the IT Infrastructure Library (ITIL), the internationally recognized best-practices approach to IT service delivery. (See Service Desk Differentiators) Service Desk uses ITIL in a way that improves your IT organization’s ability to act as an IT service provider for your business units. This enables you to provide services with the quality and availability that you negotiate with those business units. It also lets you continuously review those services to make sure they’re the right services for the business and that they’re being delivered according to your Service Level Agreements (SLAs). (See Figure 1.)
To help you integrate IT with your business needs, Novell Service Desk provides fine-grained control over key business logic parameters for the following core ITIL service and delivery support processes:
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