LANDESK Service Desk Content Packs + What s next Discover the hidden gold in LANDESK Service Desk Ian Aitchison, Director Product Management Jens Kindgen, Presales Consultant
All that is gold does not glitter J.R.R. Tolkien, The Fellowship of the Ring 2
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
Social. 4
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
Demo Time 6
What else? Use discussion ideas in other modules eg. Change Management Use discussions to improve Knowledge Articles Use discussions for improvement idea collection 7
Other stuff to know Can be added to all supported versions of Service Desk (7.6 +) Recommended implemented into a new domain but doesn t have to be could be built into any process domain. 8
Project Portfolio Management. 9
What s it for? A repository of information pertaining to projects. Track Project Status and progress on Tasks Manage a Portfolio of Projects (Not a replacement for Microsoft Project) 10
Project Portfolio Management Modelling of stages or milestones within a Project Modelling of tasks within a project Addition of a RAG status field to Projects, Tasks, Stages etc Ability to define a % done for each Project, Task, Stage etc Addition of an Issues list Addition of a Risk register Addition of a Change process Ability to add Project team members Ability to define a value for the time of each project team member Ability to schedule projects, tasks, stages, team members etc Ability to create dashboards for showing project overviews Ability to add costs to a project PROJECTS, RAG-STATUS, ISSUES-LOG, CALENDARS, PROJECT-TEAMS, COSTS, DOCUMENTS, PROJECT-STAGES, RISK REGISTER, RISK IMPACT, RISK PROBABILITY, WORK PACKAGES, TASKS, QUERIES, AUTHORIZATION
Demo Time 13
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 14
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 7.7.3 added calendar appointment integration 15
Support Appointments. 16
What s it for? The Genius Bar 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 17
Demo Time 18
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 19
Other stuff to know Relies on features introduced in 7.7.2 and 7.7.3 Requires processes in a spare domain (we recommend Call) 20
New Features in SD 21
7.7.1 7.7.2, 7.7.3, 7.8 A quick look at the features in the releases last year. 22
It s been a busy year 23
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 24
Telephony Integration 25
What s it for? You can track call times, look up caller details, or action any custom support process before or during a phone call. Integrate between Phone and Browser (Web Desk) 26
What else? End user calls - Screen popup with caller ID Fields prepopulated on incident/request All inbound and outbound stats recorded in SD database Build a telephony dashboard! 27
Supported Phone Switches LANDESK SOFTWARE CONFIDENTIAL
Multiple Attachments 29
What s it for? Easier working through the ability to attach multiple objects to a form Inbound and Outbound email support with multiple items 30
Demo Time Telephony Desktop-Manager Attachments 31
Workspace Analyst / Selfservice 32
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 33
BridgeIT, Workspaces from ITSM perspective Service Desk LANDESK Workspaces Web Desk Self Service ITSM Workspace End User Other Workspaces WEB ACCESS LANDESK SOFTWARE CONFIDENTIAL
Demo Time 38
What else? The responsive nature of the dashboards means that a single dashboard design is displayed differently on different devices to give the best appearance for each device. 39
7.8.1. A look at the features in the latest release of Service Desk Generally Available from 14 th April 2015 40
7.8.1 BridgeIT Form Fields Checkbox, Label, DateTimes BridgeIT applink templates New Attach Control New OCR Integration Process Action To 3rdparty OCR webservice New Knowledge-Search in Process New Knowledge Results Collection Usage Statistics Architecture SnapIT Content Pack Process, Calculations, Documentation Sustainment 41
AppLink Dynamic Link Routing Use applink Use in Web Access Use in Workspaces 42
New window controls 1 Date time 2 Attachments (supports photo) 3 Booleans 4 Text labels 5 Enhanced dropdowns 43
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 44
Optical Character Recognition Integration: http://ocrsdk.com $0.03 per scan LANDESK SOFTWARE CONFIDENTIAL
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 Email Knowledge Bot 46
SnapIT 47
SnapIT is not a Feature It is a Combination of New Features Workspace Photo Text Extraction (OCR) Process Knowledge Search Content Pack Design SnapIT! 48
What s it for? Enables end user to access to knowledge and self-help support from images 49
Demo Time 50
Recap See an issue Capture it Get Advice 54
Demo Time 55
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 Search from screenshots Search from emails 56
Other stuff to know 1 Relies on features added in 7.8.1 2 Integrates into your existing processes 3 A great way to re-launch your Self Service marketing 57
What s next? 58
Coming Very Soon Workspace Visual Appearance Uplift HTML Field Support 7.8.2 General Availability 14 July 2015 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 Sustainment All future content is variable and subject to change
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
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 Email Review Content Variable. More ITAM Sustainment All future content is variable and subject to change
QUESTIONS? 62
Thank you! "This document contains the confidential information and/or proprietary property of LANDesk Software, Inc. and its affiliates (referred to collectively as LANDESK ), and may not be disclosed or copied without prior written consent of LANDESK. LANDESK retains the right to make changes to this document or related product specifications and descriptions, at any time, without notice. LANDESK makes no warranty for the use of this document and assumes no responsibility for any errors that can appear in the document nor does it make a commitment to update the information contained herein. For the most current product information, please visit www.landesk.com. Copyright 2015, LANDESK. All rights reserved." Contact us: Ian Aitchinson Jens Kindgen 64