Monthly Archives: December 2011

Janus takes a look at Novell Service Desk

Past 2011 represents Novell Service Desk¬† first full year as a contender in the service desk market space (¬† That’s not to say that Novell Service Desk has only been in existence for that time – our OEM manufacturer LiveTime … Continue reading

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Communicating with Novell Service Desk using VB.NET and web services

This article describes how to use a VB.NET script to communicate directly with Novell Service Desk via Web Services. When using .NET, the address of all the service names, needs to be prefixed with an _, to utilize the newer … Continue reading

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Service Level Management

  Introduction A service level agreement is a business contract that specifies service level expectations around critical infrastructure and business services. Typically, they refer to restoration targets that the Service Desk needs to meet. OLAs & UCs Operational level agreements … Continue reading

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Technician assingment in Novell Service Desk

The logic behind Technician Assignment within the system is more than the application basing the allocation on the Technician location, load or skill set, as more extensive parameters are considered when routing requests to Technicians. By understanding the variables within … Continue reading

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Email Polling and Request Creation via Email

The Email Polling feature automatically manages incoming support requests via email, helping organizations to respond quickly and efficiently to Customer inquiries and minimizes time-consuming data entry tasks for Technicians. Email Polling By itself, the Email Polling feature acts as an … Continue reading

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Public Holidays, SLAs and Technicians Assignment

The Public Holidays functionality allows the system to be configured to automatically account for non-service days of the Service Desk, irrespective of its location. This forms part of the Technician assignment facility, as the system logic considers public holidays in … Continue reading

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