Momentum offers you free training, webinars and much more to: help you understand the power of your current LANDESK products

Transcription

1 LANDESK Momentum Momentum offers you free training, webinars and much more to: help you understand the power of your current LANDESK products improve your ROI Upcoming Webinars: Visit: 1

2 Agenda 1 LANDESK Service Desk Content Packs 2 Managed Services 3 Shavlik Overview 4 Service Desk Road Map & New Features 5 Design a Self Service experience your users will love 2

3 What is a content pack? An example of a design you can implement in your Service Desk with step by step instructions on how to make it a reality 3

4 Social. 4

5 What s it for? 1 Adding the ability for end users to discuss issues with IT via chat 2 Enable discussion forums in Self Service 3 Capture details of things people need help with to drive creation of useful knowledge 5

6 What else? Use discussion ideas in other modules eg. Change Management 6

7 Other stuff to know Can be added to all supported versions of Service Desk Can be implemented in a new domain but doesn t have to be 7

8 Project Portfolio Management. 8

9 What s it for? A repository of information pertaining to projects. 9

10 What else? 1 Look at the report template examples for a clean way to lay out query results 2 See a dynamic form calculation in real life 3 Add appointments to an object via an automatic process action 10

11 Other stuff to know The appointments will only work in Service Desk 7.6 and above, though they are not required for PPM necessarily The pack recommends using a clone of Change 11

12 Support Appointments. 12

13 What s it for? Giving end users the option to book time with an IT expert to get help and advice Enabling the Service Desk to offer a suitably resourced walk up service 13

14 What else? See how processes across domains can drive each other Be inspired to use appointments for managing things other than people or CI diaries Look at how a triage process can be implemented 14

15 Other stuff to know Relies on features introduced in and Requires processes in a spare domain (we recommend Call) 15

16 Time Tracker. 16

17 What s it for? Keeping track of actual time spent on each incident 17

18 What else? See an example of a working calculation over collection items displayed on the main form Easily adapted for use in any domain, not just incident 18

19 Other stuff to know 1 Version agnostic relies on functionality available in every supported version of Service Desk 2 Designed to integrate with your existing processes 3 Very quick to implement a great first content pack for process newbies 19

20 SnapIT! 20

21 What s it for? Enables end user to access to knowledge and self-help support using text and images 21

22 Recap See an issue Capture it Get Advice 22

23 What else? As valuable in an environment when there is low mobile usage Add manual knowledge searches to processes to enable ease of searching for Analysts too 23

24 Other stuff to know 1 Relies on features added in Integrates into your existing processes 3 A great way to re-launch your Self Service marketing 24

25 LANDESK Managed Services Jo-Anne Snowden Professional Services Manager

26 LANDESK Managed Services Level 1: Help Desk Technician 1 to 1 Support Incident Processing Problem Creation Queries Article Creation Level 2: Engineer 1 to x Support Reporting Dashboards Analyst Onboarding Template Updates User and Group Updates Window/Form Updates Process Variable Portal Management LANDESK MS Engineer 1 to Many Support System Maintenance Database Maintenance System Architecture System Upgrades Process Creation Process Design New Objects Break Fix 26

27 Training and Mentoring Level 1: Help Desk Technician 1 to 1 Support Mentoring and training of Level 2 engineers Level 2: Engineer 1 to x Support Training for Level 1 help desk technicians LANDESK MS Engineer (MSE) 1 to Many Support 27

28 Customisation and Policies Managed Services does not have a fixed set of deliverables. Operations are customized for each account. We follow our customers change management process and security policies. 28

29 Key Deliverables 1 Keep your system up-todate and healthy 2 Provide guidance on best practices 3 Keep your level 1 and level 2 engineers trained using system efficiently 29

30 Benefits Fastest ROI Ongoing of customization to business LANDESK handles all support needs Free up internal resources Systems always up-to-date Ongoing engineer and help desk training 30

31 Managed Services Scenarios Lost LANDESK administrator Can spend money but can t hire Resistant to hire employees because of high cost of failure Poor track record on implementing and/or managing solutions Poor track record of tool usage Struggle obtaining ROI on investments Difficulty finding talent Need a partial resource Company downsizing Want to reduce personal accountability Temporary need (6 month minimum) Long term projects (Win7 deployment) 31

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

33 , 7.7.3, 7.8 A quick look at the features in the releases last year. 33

34 It s been a busy year 34

35 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 35

36 Calendar Integration 1 Add recipients to Service Desk 36

37 Calendar Integration 1 Add recipients to Service Desk 2 Send appointments to external calendar 37

38 Calendar Integration 1 Add recipients to Service Desk 2 Send appointments to external calendar 3 Appointment updates automatically sent to all recipients 38

39 Desktop Management Right Click Integration with LANDESK Management Suite Integration with Microsoft SCCM Integration with other external applications Generic in-context actions 39

40 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) 40

41 Telephony Integration (Out) Select a phone number Populate make call field Call number 41

42 Supported Phone Switches LANDESK SOFTWARE CONFIDENTIAL

43 Attachment Management Easier to work by being able to attach multiple items directly on a form 43

44 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 44

45 BridgeIT Workspaces from ITSM perspective Service Desk LANDESK Workspaces Web Desk Self Service Analyst Workspace End User Workspace Other Workspaces Web Access 45

46

47

48

49 A look at the features in the latest release of Service Desk 49

50 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 50

51 AppLink Dynamic Link Routing Use applink Use in Web Access Use in Workspaces 51

52 New window controls 1 Date time 2 Attachments (supports photo) 3 Booleans 4 Text labels 5 Enhanced dropdowns 52

53 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 53

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

55 SnapIT is not a Feature It is a Combination of New Features Workspace Photo Text Extraction (OCR) Process Knowledge Search Content Pack Design SnapIT! 55

56 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 56

57 Roadmap. A look ahead at what we ll be delivering for Service Desk in the future. 57

58 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 58

59 Coming Very Soon General Availability Start July 2015 All future content is variable and subject to change 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: Feedback Management Sustainment

60 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

61 7.8.3, 7.9 Workspace Analyst Capability Enhance Bulk Actions / History / Design Second Half 2015 Core Capability Design Management Workload Management Attachment/Sizing Multi-Lingual Dashboard Admin Review Content Variable. More ITAM Sustainment All future content is variable and subject to change

62 Design A Self-Service Experience Your Users Will Love Andy Parker, Pre-Sales Consultant

63 You ve Seen Something Like This 63

64 The Plan 1 Design Concepts 2 Report Templates 3 Working with images 4 Introducing applink 5 Using calculations 6 Pushing the envelope 64

65 Design Concepts 65

66 Design Concepts 1 Layout and presentation 2 What does our brain do? 66

67 Remember Simplicity is the ultimate sophistication. Da Vinci 67

68 Report Templates 68

69 Report Templates 1 HTML based presentation layer for a query 2 Configured on the primary object of a query 3 Query columns do not have to be same as template 69

70 Working With Images 70

71 Working With Images 1 Images stored in the database 2 The resources virtual directory approach 71

72 Introducing applink 72

73 Old School Add Note: Web Access: /wd/object/invokefunction.rails?class_name=incidentmanagement.incident&key={guid}&function_name=addnote BridgeIT: #form/class_name=incidentmanagement.incident&key={guid}&function_name=addnote Dashboard: Web Access: /wd/dashboard/openhomedashboard.rails?id=c2492b87-2b e1e2a2e6a15 BridgeIT: #dashboard/id=c2492b87-2b e1e2a2e6a15 73

74 The applink way Create your Application Link Template: applink:<command>?<parameter1>&<parameter2> applink specifies that you are looking to create a link using the Application Link feature. command what you are looking to do, such as, perform an action or launch a record, run a query. parameter what to action / launch. Parameter1 = Mandatory. Parameter2 = Optional 74

75 The applink way 75

76 Using calculations Here s a subtitle to the section in case you need to explain more. 76

77 Pushing the envelope 77

78 Thank you! Contact us: Jo-Anne: , Lara: , 78