What s New in LANDESK Service Desk A tour of the new features and functionality released since Connect 2014

Transcription

1 What s New in LANDESK Service Desk A tour of the new features and functionality released since Connect 2014 Lara Hellman, Product Owner

2 Since Connect , 7.7.2, 7.7.3, Roadmap 2

3 , 7.7.3, 7.8 A quick look at the features in the releases last year. 3

4 It s been a busy year 4

5 Calendar Integration Desktop Management Multilingual Extensions Shibboleth Authentication Website Management (Config Center) Attachment Management Identity Confirmation Italian Data Import Scheduling Web Services Telephony Integration in Web Event Management API 5

6 Calendar Integration 1 Add recipients to Service Desk 2 Send appointments to external calendar 3 Appointment updates automatically sent to all recipients 6

7 Desktop Management Right Click Integration with LANDESK Management Suite Integration with Microsoft SCCM Integration with other external applications Generic in-context actions 7

8 Telephony Integration (In) PopUp identifies Caller Options to :- Run any query for caller Create any process for caller Answer (hold) hangup Integrates with Web Desk (browser) 8

9 Telephony Integration (Out) Select a phone number Populate make call field Call number 9

10 Supported Phone Switches LANDESK SOFTWARE CONFIDENTIAL

11 Attachment Management Easier to work by being able to attach multiple items directly on a form 11

12 LANDESK Workspaces A modern, responsive, clean experience, available for the End User (self service) and for any Service Desk analyst role Browser or App (desktop, IOS or Android) Replicates your existing SD dashboard and window design 12

13 BridgeIT Workspaces from ITSM perspective Service Desk LANDESK Workspaces Web Desk Self Service Analyst Workspace End User Workspace Other Workspaces Web Access 13

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17 A look at the features in the latest release of Service Desk 17

18 7.8.1 BridgeIT Form Fields Checkbox, Label, Datetimes BridgeIT applink templates New Attach Control New OCR Integration Process Action To 3 rd party OCR web service New Knowledge-Search in Process New Knowledge Results Collection Usage Statistics Architecture SnapIT Content Pack Process, Calculations, Documentation Sustainment 18

19 AppLink Dynamic Link Routing Use applink Use in Web Access Use in Workspaces 19

20 New window controls 1 Date time 2 Attachments (supports photo) 3 Booleans 4 Text labels 5 Enhanced dropdowns 20

21 Process Knowledge Search Enables search of knowledge base as part of a process Enables end users to get access to knowledge easily Pass details of one attribute to knowledge search engine Attaches relevant knowledge to the record Use on any process, or analyst, or enduser or even automation Also Knowledge Bot 21

22 Optical Character Recognition: $0.03 per scan LANDESK SOFTWARE CONFIDENTIAL

23 SnapIT is not a Feature It is a Combination of New Features Workspace Photo Text Extraction (OCR) Process Knowledge Search Content Pack Design SnapIT! 23

24 More Individual Features Workspace Attach Attach files, screenshots in workspace forms Calculation Enhancement Present Results from Collections Knowledge Process Search Set Background Search at any point in a Process. New Search Results Collection Knowledge, silently, when you need it OCR Service Integration Live Image to Text extraction Separate Subscription to Abbyy.com required 24

25 SnapIT! See an issue Capture it Get Advice Works for Mobile AND ALSO Screenshots via desktop/browser SelfService and Analyst AND ALSO inbound/outbound too! 25

26 Roadmap. A look ahead at what we ll be delivering for Service Desk in the future. 26

27 2015 Focus and Themes Strategic Beautiful Modern Future Product Appearance Core ITSM Competitive New Abilities Design Content Agile and Innovative ITSM Apps Design and Integration 27

28 Just Released Workspace Visual Appearance Uplift HTML Field Support Core Capability Knowledge Process Enhancements Assign, Add reminder/notify, SLA, Version articles, Add Task Web Access Charts Enhancement Multi-Lingual Catalog Multi-Lingual Shortcuts and Groups Multi-Lingual Knowledge Content Pack: Customer Happiness Management Sustainment

29 Design Management 2015.H2 2. NEW DISTRIBUTION Source LDSD 1. NEW EXPORT Distributable Packages 3. NEW IMPORT Destination LDSD LANDESK distribute New Design Content Customers Share Design Content Enterprise Migration Many-DEV to UAT LANDESK OOTB enhancement ongoing