[January 13, 2015] |
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LANDESK Unveils Service Desk 7.8, Transforming User Experience and Introducing Additional Contextual Capabilities
LANDESK, a global leader in delivering user-oriented IT solutions, today
announced the release of Service Desk 7.8, bringing new interfaces and
capabilities to its process-centric service management platform.
Service Desk 7.8 introduces new IT support and end-user capabilities
with its modern, cross-platform, mobile and desktop personalized
experience. In addition, this release delivers a number of contextual
information and activity enhancements, providing IT with more than just
data. By delivering information and action capability to the support
analyst in one place, at the right time and in context, Service Desk 7.8
enables IT to react faster and with greater accuracy, empowering support
to create a better experience and improve satisfaction.
Features of the new release include the following:
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Attractive, intuitive IT support analyst workspace. This new
cross-platform interface, available across mobile apps and mobile and
desktop browsers, allows support staff to interact with Service Desk
processes in any location on any device. This highly visual role-based
analyst experience allows service desk staff to create and progress
any process such as incident, problem, change or request, bringing a
modern, attractive working experience to IT staff.
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New self-service dashboards. Dashboards created in LANDESK Self
Service automatically present in the new LANDESK Workspace, providing
a visually appealing self-service experience. The responsive design
gives users an optimized appearance across every device and form
factor.
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Enhanced schedule management. Service Desk increases analyst
efficiency by allowing users to send appointments to third-party
calendar systems as part of a defined process workflow. This allows
analysts to concentrate on resolving issues and keeping systems
running.
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Additional dynamic contextual knowledge capabilities. Support
staff are prompted automatically with advice, learned from previous
activity as they work and interact with end-users for faster and more
accurate support.
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New contextual telephony integration. Tying support activity
closely with the telephone, analysts can receive or make phone calls,
track call times, look up caller details or action any custom support
process before or during a phone call.
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Support appointment content pack. Service Desk offers a new
style of engagement model for administrators to connect with
end-users. It enables end-users to book individual appointments with
IT staff, and for IT staff to operate an appointment-driven support
service.
"When we were looking for a solution, we felt driving internal adoption
was as important as high functionality and capability," said Kevin
Gardiner, Police Scotland ITConnect project manager. "Service Desk 7.8
provided a user-friendly environment that empowered end-users to solve
their own challenges, while still delivering a feature-rich experience
for IT support through capabilities like dynamic windows."
About LANDESK
LANDESK, the global authority on user-oriented IT, enables users to be
their most productive while helping IT embrace the speed of change.
Through the integration and automation of IT systems management,
endpoint security management, service management, IT asset management,
and mobile device management, LANDESK empowers IT to balance rapidly
evolving user requirements with the need to secure critical assets and
data. With offices located across the globe, LANDESK is headquartered in
Salt Lake City, Utah. For more information, visit www.landesk.com.
Copyright © 2015, LANDESK
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