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Five Surprising Reasons
You Should Use
Novell® Service Desk
It doesn’t just improve your service management. It improves your life.

We Don’t Need Ten Reasons to Sell You on Novell Service Desk
There are a lot of top ten lists out there, but you’re busy. Plus, you already know you need a service desk
solution that uses IT Infrastructure Library (ITIL) v3 best practicesto deliver services that closely align to your
organization’s business needs and demands. Novell® Service Desk does that and more. Here are five reasons
you don’t already know that demonstrate why Novell Service Desk should be your service desk solution.

1. Take a Vacation
With a never-ending stream of user requests and other issues, you can forget taking a day off. You’re lucky to
getlunch. Novell Service Desk uses ITIL processes to streamline your helpdesk and give you a break.
As the person in charge of the service desk, you have to keep systems running and users happy all day, every
day. That doesn’t mean you have to work around the clock , though. It just means you need your service desk
solution to simplify the flow of user requests. Novell Service Desk provides aself-service portal for provisioning
and managing requests, so fewer users come to you for help. It also optimizes your processes and guides your
technicians through these best practices with easy to follow templates. Finally, by displayi ng information from
incident, problem and change records, Novell Service Desk gives your technicians the knowledge they need to
act fast, thus reducing resolutiontimes. These features mean you’re more likely to see a dashboard full of green
indicators, and a green dashboard is your green light to finally take some time off.

2. Stand Up to Your Boss
You may run your organization’s most important department, but that doesn’t mean your budget is safe. Get the
knowledge you need to prove your value with Novell Service Desk.
Your boss wants to knowwhat you’ve done for him today. What do you say? If you have Novell Service Desk,
you have all the metrics and numbers you need to prove the value you’ve provided to your organization over the
past year, the past month or just this morning. Novell Service Desk allows you to assign a monetary value to
services and service components and allocate costs based on accurate usage and warrantyinformation. You
can also define, manage and track service delivery levels in accor dance with ITIL best practices. By using the
solution’s scheduled reporting feature, you can deliver this information to any executive, whenever you need to.
When the service desk runs well, nobody notices, but that doesn’t mean you can’t justify your work. The next
time your boss asks what you’ve done for him today,use Novell Service Desk to show him just how valuable you
are.

3. Make Informed Decisions
Users are howling for help, but you know that knowing the details is just as important as acting fast. With the
information Novell Service Desk gives you, you can do both.
When it comes to IT, you’re the decision maker. We know how heavy that burden can be, which is why we
designed Novell Service Deskto provide you with the information you need to make inf ormed decisions about
your IT environment. Novell Service Desk performs ITIL v3 incident, problem and change management
processes to efficiently store the information you need to see all aspects of a configuration change, service
problem or other IT issue. Novell Service Desk comes with a configuration management database in which itp. 2

stores this information for easy access. The relationship impact map in Novell Service Desk further helps you
see the effects of your choices. It presents your IT infrastructure visually so you and your technicians can see
how components relate to one another. An uninformed decision is as bad as no decision at all, so don’t roll the
dice with your service desk solution or your IT...