Novell service desk overview

Novell Service Desk
Introduction

Jon GiffardSenior Product Managerjgiffard@novell.com

Agenda

Novell Service Desk

Licensing and pricing

Requirements and architecture

Demo

Novell Service Desk

Novell Endpoint Management

EndpointLifecycleManagement

Novell Endpoint Management

Ensures people have exactly what they need in their desktop, notebook and mobile device environments to remain productive and secure from threats both seen and unseen.

EndpointSecurityManagementIT AssetManagementIT ServiceManagementZENworks Configuration ManagementZENworks Application VirtualizationZENworks Asset ManagementZENworks Patch Management

ZENworks Asset Management

Novell Service Desk

ZENworks Endpoint Security ManagementZENworks Patch ManagementZENworks Network Access ControlNovell Full Disk Encryption (2011)

Novell Service Desk

EndpointLifecycleManagement

EndpointSecurityManagementCapabilitiesSupport for ITIL best practices out-of-the-box

Integrated processes in a single console provides a single pane of glass experience

Open interfaces provide close integration with other Novell and 3rd party solutions

BenefitsBuild a productive, responsive service environment

Integrate IT services with business needs

Use IT to drive positive business outcomes

Adopt best practices across your entire infrastructure and for all support services

IT AssetManagementIT ServiceManagement

Vision

Through integration and automation, Novell Service Desk helps IT deliver business services, not technology

Integration

Open interfaces allows all elements of IT infrastructure to intelligently communicate with Service Desk

Automation

Provides automated delivery of IT services to customers to agreed levels of quality and costService

IT acts a utility, business consumes services and not technology

High level capabilities

Browser-based, multilingual interface

Built on ITIL guidelines

Incoming / outgoing e-mail processing

Unlimited free usage for end user portal

Knowledgebase and solution look-up

Integration with Active Directory / eDirectory

Import asset information from ZENworks family into CMDB

Pre-configured workflows and SLAs

Report on various aspects of performance including KPIs, SLAs, etc.

Flexible deployment architecture

Editions

Single solution with two editions that address different requirements:Novell Service Desk for Incident ManagementFor IT departments focused on day-to-day operations

Novell Service Desk for ITIL Service ManagementFor IT departments focused on providing long-term services to the broader organization

Easily move between editions by entering a new license keyNo re-install necessary

Novell Service Desk for Incident Management

AudienceSmall IT team

Everyone performs multiple roles

Reactive service management

Has existing endpoint tools

Interested in best practices

ITIL ProcessesIncident Management

Configuration Management

Knowledge Management

Service Level Management

Novell Service Desk for ITIL Service Management

AudienceViews IT as a strategic part of the business

Offers services with guaranteed SLAs

Medium to large IT team

Distinct roles

May already have a help desk

Looking to implement ITIL

ITIL ProcessesRequest Fulfillment

Incident Management

Problem Management

Change Management

Knowledge Management

Service Level Management

Service Catalog

Service Portfolio

Financial Management

Release and Deployment Management

Roadmap

1.0: iPhone1.0: iPad1.0: AndroidQ1'11Q2'11Q3'11Q4'11

NSD:6.2NSD:6.5NSD:7.0Kovalam

Novell Service Desk: v6.5

Theme: ReportingBuilt in report builder

Rich content editor

OpenID authenicatione.g Facebook, Google

Stylesheet editor

SEO knowledge tagging

Outbound web services

Partner access based around Org Units

Technician groupings

HTML 5 dashboards

Kovalam

Theme: ZENworks integrationRemote management

Bundle management

Novell Service Desk: v7.0

Theme architecture refreshArchitecture & GUI based around AJAX

More HTML5

Update to ITIL v3.1

Restful web services, provider and consumer

Workflows based on JBPM

Licensing and pricing

Licensing overview

Novell Service Desk requires a license for each user when they consumes one or more of the following processesIncident, Request, Problem or Change

Typically these are not end usersEnd users are free

Load balancing / High availabilityRequires additional license

Pricing

VLA with 1-year maintenanceNovell Service Desk for Incident ManagementUser @ $1844

Competitive replacement @ $1344

Novell Service Desk for ITIL Service ManagementUser @ $2949

Upgrade from Incident Management @ $1499

Competitive replacement @ $2149

Load balance / high availabilityPOA depending on requirements and complexity

Entitlement for ZENworks customers

All Novell customers with maintenance who haveAny edition of Novell ZENworks Configuration Management

Novell Open Workgroup Server

ZENworks Suite v7

ZENworks for Desktops

Entitled to2 x licenses for Novell Service Desk for Incident Management

Requirements & Architecture

Product requirements

Database MS SQL 2005 or later Sybase Oracle MySQL Postgresql v8 or later

OS 64-bit Windows Server 2008 SLES 11 SP1 Java 64-bit Sun JDK v1.6

Email POP3 / POPS3 SMTP / SMTPS IMAP / IMAPS

Browsers Firefox 2.0 or later IE 6 or later Chrome Safari

Directory service Active Directory eDirectory

Native handheld iphone ipad

Architecture

Apache Tomcat Database

HTTP / HTTPS

Browser

Smartphone

API

Architecture: Single server

ApacheTomcatDB

Smaller customers10 20 concurrent users

1000 customers

Demo / dev environments

Notes

Architecture: 2 tier

ApacheTomcat

Most medium to large enterprise200 techs

200k customers

NotesDB

Architecture: LB

N

Apache

Tomcat 1

Tomcat 2

Tomcat N

Apache sends sessions to Tomcat instancesRound robin

Session will stay with the Tomcat instance it is first allocated to Sticky sessions

Not High AvailabilitySession data is not preserved

NotesDB

Shared storage

Architecture: HA + LB = Cluster

N

Apache

Tomcat 1

Tomcat 2

Tomcat N

Apache sends sessions to Tomcat instancesRound robin

High AvailabilitySession data is shared

Assumes DB is also HA

Notes

DB

Shared storage

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