landesk end to end service management
TRANSCRIPT
LANDesk Software Confidential
Don Moss – Central Region Systems Engineer
End-to-End IT Service Management
Welcome To Our Webinar
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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
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Typical Business IT Infrastructure
Systems Management
Asset Management
Security Management
Service Management
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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” ?
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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
SERVICEDESK
Asset Management
Security ManagementREQUEST
Systems Management
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Example 2: Access Request (Incident)
I need access
SERVICEDESK
• Discovery/Inventory• Power Mgmt• Remote Control• SLM• Mobility• Software Distribution
Asset Management
Security ManagementREQUEST
INCIDENTSERVICE
DESK
Systems Management
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Erasing the Barriers
Systems Management
Asset Management
Security Management
Service ManagementPP
P
P
P
SERVICEDESK
REQUEST
INCIDENT
Data Analytics
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LANDesk Service Desk in ActionI 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
PP
P
P
P
Installing on user’s machine
Service Management
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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
PP
P
P
P
Self-service portal
Zero Call Resolution
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Zero Call Resolution Customers
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PP
P
P
P
Dashboards
DASHBOARDS
SLA / KPIScorecard
EventManagement
ImpactAnalysis
User Notification/Surveys
Data Analytics
Security Management
Systems Management
Service Management
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End-to-End IT Service Management
• Save money
• Reduce risk
• Increase efficiency
• Improve business operations
PP
P
P
P
Data Analytics
Security Management
Systems Management
Service Management
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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 !
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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
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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.
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• 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
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Get IN Touch!Phone:
714-408-4700
www: www.irontouchms.com
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