LANDesk End to End Service Management

LANDesk Software Confidential

Don Moss – Central Region Systems Engineer

End-to-End IT Service Management

Welcome To Our Webinar


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


Typical Business IT Infrastructure

Systems Management

Asset Management

Security Management

Service Management


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” ?


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


Example 2: Access Request (Incident)

I need access

SERVICEDESK


Asset Management

Security ManagementREQUEST

INCIDENTSERVICE

DESK

Systems Management


Erasing the Barriers

Systems Management

Asset Management

Security Management

Service ManagementPP

P

P

P

SERVICEDESK

REQUEST

INCIDENT

Data Analytics


LANDesk Service Desk in ActionI want new software


• 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


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


Zero Call Resolution Customers


PP

P

P

P

Dashboards

DASHBOARDS

SLA / KPIScorecard

EventManagement

ImpactAnalysis

User Notification/Surveys

Data Analytics

Security Management

Systems Management

Service Management



• Save money

• Reduce risk

• Increase efficiency

• Improve business operations

PP

P

P

P

Data Analytics

Security Management

Systems Management

Service Management


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 !


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


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.


• 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


Magic Quadrant for IT Service Support Management ToolsMagic Quadrant for Client Management ToolsMagic Quadrant for Endpoint Protection Platforms


Get IN Touch!Phone:

714-408-4700

www: www.irontouchms.com

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Thank You!The information herein is the confidential information and/or proprietary property of LANDesk Software, Inc. and its affiliates (referred to collectively as “LANDesk”), and may not be disclosed or copied without prior written consent of LANDesk.

To the maximum extent permitted under applicable law, LANDesk assumes no liability whatsoever, and disclaims any express or implied warranty, relating to the sale and/or use of LANDesk products including liability or warranties relating to fitness for a particular purpose, merchantability, or infringement of any patent, copyright or other intellectual property right, without limiting the rights under copyright.

LANDesk retains the right to make changes to the information herein or related product specifications and descriptions, at any time, without notice. LANDesk makes no warranty for the use of the information herein and assumes no responsibility for any errors that can appear nor does it make a commitment to update the information contained herein. For the most current product information, please visit landesk.com or wavelink.com.

Copyright © 2013, LANDesk Software, Inc. and its affiliates. All rights reserved. LANDesk and its logos are registered trademarks or trademarks of LANDesk Software, Inc. and its affiliates in the United States and/or other countries. Other brands and names may be claimed as the property of others.

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LANDesk End to End Service Management