Improving IT Service Levels

IT managers face a difficult juggling act in trying to maintain or increase service levels to other departments in the face of increasing infrastructure complexity and mounting financial scrutiny. In this environment, many are implementing, or at least considering, automated systems that can undertake time-consuming tasks such as inventory taking, patch application or software licence monitoring.

This white paper aims to undertake a review of risks and benefits of implementing these systems compared to sticking with traditional manual processes. It also looks at the differences in return on investment (ROI) between so-called ‘point products’ which handle only a specific function such as applying patch updates, and integrated management suites that offer several automated functions within a single package.



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The Integrated Service Desk for Novell Users

Organizations that utilise Novell solutions such as GroupWise®, ZENworks® and eDirectory® typically justify their investment with increases in user productivity and collaboration, better management of resources, and improved identity and security management. Although deploying these tools will increase productivity and reduce risk, they can also increase demand on the IT Service Desk to provide Incident, Problem and Change management support for users. Unlike many Service Desk solutions, Touchpaper’s IT Business Management software is tightly integrated with the Novell infrastructure and therefore allows users to benefit from all the features of a market leading service desk system, while simultaneously leveraging the unique features of their Novell applications.



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