LANDesk End to End Service Management
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LANDesk End to End Service Management
- 1. LANDesk Software Confidential Don Moss – Central Region Systems Engineer End-to-End IT Service Management Welcome To Our Webinar
- 2. LANDesk Software Confidential The LANDesk ITSM Features Pink Verified on… ALL 15 ITIL Disciplines Workflow Automation Self Service Service Catalog Incident Management Problem Management Change Management Configuration Management Knowledge Management Service Level Management Password Management Event Management Executive Dashboarding Service Management Asset Management Discovery State Management Software License Detection Workflow Automation Vendor Integration Warranty Management Contract Management Request Management Barcoding / RFID Web Console SNMP Device Management Printers, Switches, Etc… Executive Dashboarding
- 3. LANDesk Software Confidential Typical Business IT Infrastructure Systems Management Asset Management Security Management Service Management
- 4. LANDesk Software Confidential Examples of Service Desk Requests Employee onboarding/off-boarding Access rights Group changes Desk moves Password reset Hardware requests Software – free v. purchase “I want” vs. “I need” ?
- 5. LANDesk Software Confidential Example 1: Software Request INCIDENT I want new software • Discovery/Inventory • Power Mgmt • Remote Control • SLM • Mobility • Software Distribution • Licensing • Versioning • Materials Management • White List • Patch • Settings • Audit • Policy • Malware SERVICE DESK Asset Management Security ManagementREQUEST Systems Management
- 6. LANDesk Software Confidential Example 2: Access Request (Incident) I need access SERVICE DESK • Discovery/Inventory • Power Mgmt • Remote Control • SLM • Mobility • Software Distribution Asset Management Security ManagementREQUEST INCIDENT SERVICE DESK Systems Management
- 7. LANDesk Software Confidential Erasing the Barriers Systems Management Asset Management Security Management Service ManagementP P P P P SERVICE DESK REQUEST INCIDENT Data Analytics
- 8. LANDesk Software Confidential LANDesk Service Desk in Action I want new software • Discovery/Inventory • Power Mgmt • Remote Control • SLM • Mobility • Software Distribution • B2B Connectors • Data Management • Asset Control • SAM • EULA Analytics • Compliance Reports • White List • Patch • Settings • Audit • Policy • Malware Data Analytics Security Management Systems Management REQUEST INCIDENT P P P P P Installing on user’s machine Service Management
- 9. LANDesk Software Confidential LANDesk Service Desk in Action I need access • Discovery/Inventory • Power Mgmt • Remote Control • SLM • Mobility • Software Distribution • B2B Connectors • Data Management • Asset Control • SAM • EULA Analytics • Compliance Reports • White List • Patch • Settings • Audit • Policy • Malware Data Analytics Security Management Systems Management Service Management REQUEST INCIDENT P P P P P Self-service portal Zero Call Resolution
- 10. LANDesk Software Confidential Zero Call Resolution Customers
- 11. LANDesk Software Confidential P P P P P Dashboards DASHBOARDS SLA / KPI Scorecard Event Management Impact Analysis User Notification/ Surveys Data Analytics Security Management Systems Management Service Management
- 12. LANDesk Software Confidential End-to-End IT Service Management • Save money • Reduce risk • Increase efficiency • Improve business operations P P P P P Data Analytics Security Management Systems Management Service Management
- 13. LANDesk Software Confidential Magic Quadrant for IT Service Support Management Tools The LANDesk Difference Magic Quadrant for Client Management Tools Magic Quadrant for Endpoint Protection Platforms – Quadrant presence unmatched !
- 14. LANDesk Software Confidential End-to-End IT Service Management = Value Number of incidents per month › Request offload 30% › 30% quicker Annual or semi-annual software audit Patch management/software rollouts/true-ups CSAT/Promoter score Failed changes Power management cost savings SOX/HIPAA/PCI/SAS70 audits/compliance Employee onboarding/off-boarding
- 15. LANDesk Software Confidential The LANDesk Difference What makes LANDesk truly unique? (what no other vendor can offer) ability to unify and automate all those disciplines a flexible and intelligent process platform, allowing you cost savings, increased productivity, business-level intelligence true end-to-end IT service management.
- 16. LANDesk Software Confidential • LANDesk is uniquely positioned to provide service management across the enterprise and automate processes like no other vendor • Bringing together Service Management, Process Automation, Asset Management, Desktop Management, and Datacenter Monitoring, LANDesk provides a unique and leading solution • LANDesk is the only company that provides solutions in three of the key Gartner Magic Quadrants surrounding end-to-end IT services End-to-End IT Service Management Magic Quadrant for IT Service Support Management ToolsMagic Quadrant for Client Management ToolsMagic Quadrant for Endpoint Protection Platforms
- 17. LANDesk Software Confidential Get IN Touch! Phone: 714-408-4700 www: www.irontouchms.com SocialMedia CONTACT in
- 18. 18 Thank You! The information herein is 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. To the maximum extent permitted under applicable law, LANDesk assumes no liability whatsoever, and disclaims any express or implied warranty, relating to the sale and/or use of LANDesk products including liability or warranties relating to fitness for a particular purpose, merchantability, or infringement of any patent, copyright or other intellectual property right, without limiting the rights under copyright. LANDesk retains the right to make changes to the information herein or related product specifications and descriptions, at any time, without notice. LANDesk makes no warranty for the use of the information herein and assumes no responsibility for any errors that can appear nor does it make a commitment to update the information contained herein. For the most current product information, please visit landesk.com or wavelink.com. Copyright © 2013, LANDesk Software, Inc. and its affiliates. All rights reserved. LANDesk and its logos are registered trademarks or trademarks of LANDesk Software, Inc. and its affiliates in the United States and/or other countries. Other brands and names may be claimed as the property of others.
Notas do Editor
- A “typical” business IT infrastructure is silo-ed and there is limited automation for seamless collaboration between departments. Even the most basic IT service requests (or problems) can involve dozens of complex interactions among different departments, people, and disciplines—from frontline service desks and change management engines to backend asset, lifecycle, infrastructure, and security management systems. To complicate matters even more, these different areas are nearly always separated by technological and organizational barriers, and crossing those barriers takes time, costs money, and limits efficiency.
- A “typical” business IT infrastructure is silo-ed and there is limited automation for seamless collaboration between departments. Even the most basic IT service requests (or problems) can involve dozens of complex interactions among different departments, people, and disciplines—from frontline service desks and change management engines to backend asset, lifecycle, infrastructure, and security management systems. To complicate matters even more, these different areas are nearly always separated by technological and organizational barriers, and crossing those barriers takes time, costs money, and limits efficiency.
- When it comes to IT Service Management, a tremendous variety of requests come in to the help desk. Some are vital needs and many are non-urgent “wants.”According to the Help Desk Institute, 30-40% of Service Desk calls are non-critical “I wants.” You can offload those Service Desk “I wants” by building an automated Self-Service Catalog. Estimate $35 per call, and if you have 10,000 calls per month, 30% of those resolved through self-service will save in excess of $100,000.
- Here is an example of a Service Desk call at a “typical” company:An end user calls the help desk and asks for an updated version of Adobe Acrobat Professional. The Helpdesk employee must contact the desktop management team, who would have to first call the employee’s manager for budget approval. They would then have to purchase the software. Finally, the desktop team would either contact the employee to self-install via a link, or push the install from IT.Typically the company’s Asset Manager willmanually inventory that Acrobat Pro purchase in a spreadsheet. That record usually includes the licensing info, the version, what machine it’s loaded on, etc. Then when new software versions become available, the desktop team either automates updates or physically goes to the employee’s desk again. Sometimes they need to check with the asset manager before doing so.
- LANDesk can erase these types of gaps and barriers between different organizational and IT disciplines to deliver a more unified, automated, and comprehensive approach to IT service management. LANDesk has developed an advanced intelligent process engine, the Federated CMDB, that brings all these different areas together and enables them to interact with each other in important new ways. (note: in this scenario, “asset management” becomes LANDesk Data Analytics, a far more powerful way to manage hardware and software assets)
- So here is an example of the Federated CMDB in action: The employee submits a helpdesk ticket, requesting Adobe Acrobat Professional. The process engine checks inventory and then makes a request of the manager. It tracks the approval process. Then the CMDB picks it up, and Systems Management deploys, inventories, and discovers the software.Data Analytics tracks the license from purchase through to end of life, and Security Management makes sure it is automatically patched.Service Desk keeps track of the overall service to the end user – all of which is coordinated by the CMDB.
- In addition to making service requests more efficient, this kind of cross-discipline automation also lowers the cost and effort required to resolve incidents. Access Requests are a common and obvious example. With LANDesk, users can initiate access requests through the self-service portal, which automatically triggers appropriate events in various IT and security management systems to achieve a low-cost, zero-call resolution. Zero-call resolution moves this from $30 per call to $5 per call.Also prevents acceleration to level 2 or 3, where costs go to $75-100 per incident.For more complex problems, service desk technicians can tap directly into various IT systems tools and resources to diagnose and resolve problems, by using remote control, inventory, patch management, and more. These types of interactions are managed and automated through the LANDesk process automation engine, will lower overall incident response times by around one-third while increasing first call resolution statistics. This will ultimately free your service desk and IT staff to focus their attention on more serious, strategic, and business-critical issues.
- (info here on dashboards)
- This unified, cross-discipline approach to IT service management translates into obvious opportunities for saving money, lowering risks, increasing efficiency, and improving business operations. Using an intelligent process engine to integrate front-end service desk capabilities with back-end asset and client endpoint management, infrastructure management, and security and compliance management systems makes it possible to measure and analyze the total impact of changes and incidents on your entire organization. It also provides an easy way to document the complete end-to-end processes behind every request, incident and change, which enhances your regulatory and compliance programs.
- The thing that makes LANDesk truly unique—the thing no other vendor can offer—is the ability to unify and automate all those disciplines through a flexible and intelligent process platform, allowing you to finally achieve the cost savings, increased productivity, and business-level intelligence that come from true end-to-end IT service management.
- Where you get ROI from the End-to-End IT Service Management solution…
- The thing that makes LANDesk truly unique—the thing no other vendor can offer—is the ability to unify and automate all those disciplines through a flexible and intelligent process platform, allowing you to finally achieve the cost savings, increased productivity, and business-level intelligence that come from true end-to-end IT service management.
- And finally, LANDesk is the only company that provides solutions in three of the key Gartner Magic quadrants surrounding end-to-end IT services:IT Service DeskPC Lifecycle Configuration ManagementEndpoint Protection