Product FlyerZENworks Service Desk
You do the same things every day—track service requests, race
against the clock to ensure your team responds promptly, andmonitor your technicians’ performance. Every day, you wish you
could do these simple tasks more efficiently. And every day, yourfrustration grows. You need a solution that can remodel your service desk and help you relax.
Service Desk at a Glance:
Streamline your service desk and provide thethings your business needs.

■ Sophisticated Service Management:
Service Desk based on 10 ITIL processes■ Reporting Dashboard:
Actionable reporting delivered through acustomizable, widget-based dashboard■ Simple Deployment:
Fast and easy deployment to help minimize
consulting contracts■ Buy It Individually or as a Part of:
ZENworks Suite

Upgrade Your Service Deskand Your LifestyleRunning a service desk is no vacation. It is often
a hive of small annoyances and frustration as
your technicians try to keep up with a torrent ofuser requests. Maybe it’s time to remodel. With
OpenText™ ZENworks Service Desk, you canturn your service desk into an oasis of calm thatprovides big benefits for the business.
The business may view the service desk as
something that’s there just to resolve user issues, but Information Technology Infrastructure
Library (ITIL) best practices suggest a service
desk should be much more. At a deeper—andoften unrecognized—level, the service desk
serves three mission-critical roles:■ Managing risk. If you don’t solve users’

problems, they might get creative in trying
to resolve them themselves—and end up
creating bigger problems.
■ Increasing productivity. If your users

can’t use the machines or tools theyneed to do their jobs, they’re not going tobe productive.
■ Creating cost savings. An efficient

service desk keeps users productive andsaves your technicians time so they canfocus on more valuable things.
With all this responsibility, why does the service
desk seem so unappreciated? You should feelvital to the organization, and you should havethe tools to prove that importance too. ServiceDesk gives you the tools you need to do yourbest job and show everyone the value the service desk provides.

You Need a Tool that Connects
Your Technicians and Customers,
Wherever the Problem Is
Today’s computer users want immediate access to the service desk, from wherever they
are when a problem occurs. And they want theservice desk representative to respond without delay.
ZENworks Service Desk not only provides support for incoming phone calls, email and web
forms, it also gives your technicians the flexibility to respond to problems using a varietyof options. In addition to telephone, email andweb forms, ZENworks Service Desk staff caninteract with customers via text messaging
and smartphones—they can even see theirqueue on their smartphone or on the web.
ZENworks Service Desk lets your representatives stay connected to users, wherever they
are, and respond to issues in the quickest,
most efficient manner.

You Need a Tool that Connects toCloud Sources and Secure Authentication
Today’s User Source may be cloud-based,
and ZENworks Service Desk connects using
an Azure AD User source. Email sources may
be in Azure AD, Google or other User sources
using MSModern Authentication or OAuth
authentication that increase the security ofemail communication. Take another security
step by using NetIQ Advanced Authentication
by OpenText Limited for 2 form factor authentication for your Technicians managing thecalls and ZENworks Service Desk system. Inaddition, use NetIQ Advanced Authentication
Limited to invoke 2 form factor authentication
for your Technicians adding level of security.

Product Flyer
ZENworks Service Desk

You Need a Tool that Lets You
Put Technicians on the Most Important
Calls Now, without Losing Anyone
in the QueueIn the real world, some problems are simply
more important than others. A system crashwill get immediate attention, even if a single
user with a malfunctioning printer called theservice desk first. A call from the chief financial
officer (CFO) outranks a call from most other
employees. You need the flexibility to respondto higher-priority service requests while still
honoring the service level agreements (SLAs)
that govern your response times.
ZENworks Service Desk gives you the optionof using multiple SLAs to guide response timeframes for the variety of situations your technicians face. Designing SLAs with varying levelsof granularity allows you to compartmentalizetasks and corresponding response times.
ZENworks Service Desk can also automatically
escalate older tasks, so that no service request
goes unresolved. ZENworks Service Desk cantarget technician skill-sets to direct the request
to the proper team and skilled technician for afaster resolution.

You Need a Tool that Empowers
Your Users to Help Themselves
ZENworks Service Desk empowers users tohelp themselves with self-service capabilities.
When they need an app, hardware, or anythingelse, they can request it themselves with theZENworks Service Desk Store. This iconbased self-service portal is automated using“Store Extensions,” which allow you to plug into ZENworks or any similar software. Ultimately,
ZENworks Service Desk Store allows for faster
self-service without technician interaction, resulting in higher user satisfaction.

2Service Desk not only provides
support for incoming phone calls,
email and web forms, but also
gives your representatives theflexibility to respond to problems
using a variety of options.

Also, when users can find the answers to routine questions themselves, it frees up help desk
resources to focus on the complicated problems that really need a technician’s attention.
ZENworks Service Desk lets your technicians
create knowledgebase articles to answer users’ basic questions, propose solutions, andserve other technicians while on a call. Thismakes valuable information available to everyone on the team. In addition, ZENworks Service
Desk tracks how often users and technicians
access each article and the ratings each article receives, so your team can update the articles as needed to remain relevant. Users canrate the article and comment on the information presented for improved communication
about the use of the document.

You Need a Tool that Tells You How
Well Your Technician and System
Are Serving Your End Users
Handled right, user satisfaction surveys canprovide actionable data to drive improvements to the ZENworks Service Desk. Are
you over-delivering? Do your technicians needto improve?
ZENworks Service Desk lets you create andpopulate surveys, define the response types
and set expiration dates for each survey. In

addition, audience targeting (such as after
every call, in a random pattern, only from users calling about a particular topic, and so on),helps to ensure that users complete the surveys, rather than ignore them.

You Need a Tool that Helps YouProve Your Value
Others in the company may not understand thevalue you deliver, even if they rely on it everyday. It’s not enough to meet your SLAs; youalso need to be able to explain to executives
how the ZENworks Service Desk is helping
them compete and succeed.
ZENworks Service Desk helps you justify yourself in the strongest terms: with real data pulled
directly from your organization’s daily business.
You can schedule reports to run regularly or
you can access the data just when you need it.
ITIL processes help align what you do with theorganization’s business goals, which means
you’ll have an answer for all kinds of questions. You can show auditors how you managechange, prove to managers the financial valueof the services you provide, or just satisfy thecuriosity of an executive who wants to knowwhat the ZENworks Service Desk has done forthe organization lately.

“Service Desk is very easy touse and to develop, so we feltthat it was the best choice forthe future.”
TRISTAN DAVIDHead of ICT
Oxleas NHS Foundation Trust“As customers move forward on implementing ITIL
processes and start looking for a service desk solution thataligns with these, having this certification will certainly add a
massive credibility boost to Novell’s (now part of OpenText)
offering. I foresee that this will create many additional
opportunities for us in the marketplace for Service Desk.”
JACQUES SAUVE
President
Adaris Technologies

You Need a Tool that Doesn’t
Require Complex Customization
and Constant Consulting Help
Most of the service desk solutions out there
are just as bad as the problems they’re supposed to solve. In the time it takes to demo
most of them, you can have Service Desk up
and running.
ZENworks Service Desk is faster to deploy,easier to learn and use, has a lower initial cost,
minimal professional service expenses anda simple upgrade path. You don’t need hours
of consulting help to implement ITIL processes. Intuitive customizing can be madeaccording to your organization’s workflow andprocesses. The system look and feel can beeasily branded in agreement with your organization’s specifications.

261-000026-004 | O | 01/24 | © 2024 Open Text

Experience Calm with Service Desk
Running a service desk may not be sexy, but
it doesn’t have to be frustrating and stressful either. You can provide the services yourorganization needs without succumbing to a
constant barrage of user requests and issues
if you have the right service desk solution. Takea vacation from stress with ZENworks ServiceDesk. Service Desk helps you apply ITIL processes and provides you with the tools youneed to get your job done so you can increase
the value you provide to your organization while
limiting the frustration of life at the service desk.
Learn more atwww.opentext.com

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