ITSM Resources

Five Steps to Customer-Driven Service Management

Only LANDesk gives you the step-by-step approach that's easy to follow and doesn't require a huge investment in infrastructure.

Establish endpoint configuration management

1. Establish endpoint configuration management.

With LANDesk systems management solutions, you can:

  • Centrally manage and protect your desktops, servers and mobile devices through a single console.
  • Access a cost-effective, intelligent solution that provides a rapid time to value.
  • Simply and proactively gain clarity and control over your complex, heterogeneous IT environment.

LANDesk solutions let your enterprise perform systems, security and server management – all from a single vendor. Comprehensive reporting capabilities combine with an executive dashboard to give you insight into business intelligence. And only LANDesk systems management software offers anytime, anywhere secure systems management and server management across the Internet.

Implement a help desk

2. Implement a help desk.

Configuration control, or systems configuration management, is the means to establish knowledge about the operating capabilities and functional readiness of the endpoint device or server. These same tools can then provide the inventory scanning, remote control, and other tools in order to fix specific operational failures.

The help desk's primary task is to make sure the technology works as expected. This requires the ability to track incidents, assign them to a technician for resolution, and report on successful resolution. Tracking incidents is how IT knows what tasks customers are trying to accomplish and where IT resources need to be focused to meet those needs.

Apply asset management

3. Apply asset management.

Spending too much time planning for capacity and upgrades? Do you feel in control of the patch management process? Must you maintain different point products to manage multiple server platforms?

Now's the time to consider the single console simplicity of the LANDesk management platform. Its server management software offers the tools to instantly assess server health and keep servers available and running at high performance levels. What's more, LANDesk® Asset Manager software extends the power of LANDesk® Management Suite and LANDesk® Inventory Manager to help you see and track your enterprise's computer and non-computer resources—all through the same single console you use for systems, security and inventory management.

Extend to service desk

4. Extend to service desk.

Your frontline help desk analysts are the "break-fix" pros who answer the phones, deal with users' frustrations, and endeavor to resolve the problem with a "one-and-done" call. A service desk extends the traditional help desk by consolidating call logging and other service best practices such as problem, configuration and change management into a single application.

If you're looking to reduce the number of incidents while enabling help desk technicians and end users be more proactive and productive, and if you want more consistency in how your help desk handles problems and copes with changes, then take a closer look at LANDesk® Service Desk.

Bind it all together with process control

5. Bind it all together with process control.

Even though the idea of developing IT management processes can seem daunting, having the right tool makes all the difference. LANDesk® Process Manager can make the task of building and maintaining and enterprise-size catalog of IT processes fairly simple.

LANDesk Process Manager is the first process automation solution specifically targeted for IT management applications. It integrates seamlessly with most IT management tools, including the complete LANDesk portfolio. LANDesk Process Manager simplifies and expedites ITIL implementations with a comprehensive toolset for creating, documenting, executing, and optimizing IT service management processes.

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