Data Sheet

ZENworks Service DeskStandard Edition
Take advantage of a fast, affordable incident management solution that streamlines internal support
operations and enables you to meet and exceed customer support expectations.
Product Overview

Service Desk Store

OpenText™ ZENworks Service Desk Standard
Edition provides sophisticated incident andservice request management capabilities, anembedded configuration management database, an integrated knowledge base, andSLA management and reporting for small tomedium enterprises. Together, these capa­
bilities give you the ability to streamline yourinternal IT support operations, lower support costs, and deliver best­practice service
across your organization.

ZENworks Service Desk Standard features
a self­service user portal called ZENworks
Service Desk Store. This feature provides anicon­based request service for users to request items from the ZENworks Service Desk.
The items can range from software to hardware
to abstract requests that can include hands­
off provisioning, manager approval, initiation of
the request directly to support technicians, ora combination of these.

Key Benefits
With ZENworks Service Desk Standard, you can:■ Deploy a complete, scalable, and flexible

incident­management and service
request management solution quickly
and inexpensively■ Enhance, improve, and automate

incident­management processes using
a centralized Configuration Management
Database (CMDB)■ Move to OpenText™ ZENworks Service

Desk ITIL Advanced Edition—a morecomprehensive ITIL service management
solution—quickly and easily

Key Features
ZENworks Service Desk Standard can offer
your organization the following key featuresand capabilities:

Improved Customer/
User Experience (CX/UX)ZENworks Service Desk has developed a newmodern design to the portal interface. Thismodernization improves the look and feel,and supports a variety of new actions and capabilities within the system, accelerating request processing for rapid resolution. This new
design ensures request management withimproved responsiveness using any modernbrowser resulting in an enriched experience.

Vendor-Neutral Approach
ZENworks Service Desk Standard is an appliance running on a virtual platform using a
Common Appliance Framework (CAF) on all
major hypervisors and database platforms,
with simple installation and configuration, reducing the need to invest in operating systems,
specific hardware, maintenance and licensing.

System Requirements
For detailed product specifications and system
requirements, visit: www.microfocus.com/en-us/
support/Service%20Desk

Support for Open Standards
ZENworks Service Desk applications support and comply with standards such as XML,Java, email, CSS, SOAP, REST APIs and Token
Authentication.

Scalability
ZENworks Service Desk Standard supports
thousands of concurrent users and integrates
easily with other systems to expand and adapt
to your enterprise applications. Complete support for clustering, load balancing, and failoveris also available.

Fast, Efficient Deployment
With ZENworks Service Desk Standard, there
are no more 6–12 month implementations andlong­term consulting contracts. This allows forquick startup and the ability to evolve the system as new requirements arise.

Seamless Integration
Ease of integration with third­party appli­
cations via web services eradicates theprohibitive costs usually associated withenterprise integration projects. The systemcomes pre­integrated with all major asset­
management tools and supports all LDAP,NetIQ eDirectory by OpenText™, Active Direc­
tory and AzureAD cloud services for a wide
range of authentications. Securing communication with Basic, MSModern, OAuth token
authentication protocols.

Support for Our Technologies
ZENworks Service Desk Standard works
seamlessly with NetIQ eDirectory authentication server for centralized user management,
NetIQ Advanced Authentication by OpenText™
providing Multi­factor Authentication methods, NetIQ SecureLogin by OpenText™, NetIQ
SecureLogin for single sign­on, OpenText
ZENworks Configuration Management for
asset management and providing integrated
tools such as OpenText™ ZENworks remotecontrol and bundle assignments from within
the Service Desk console. There is integration
with OpenText™ ZENworks Reporting Server
should you need a deeper comprehensive reporting. This support translates into flawless
integration with the technologies you alreadydepend on and have entitlements to.

Robust Incident-Management andService Request Management Capabilities
ZENworks Service Desk Standard Management
provides a complete range of core incident­
management, service request management
features and capabilities, including:■ Incident Management. Makes it possible

to define incident workflows using a
combination of states and transitions,use configurable business rules todispatch incidents to the most appropriate
specialist, and generate notifications that
ensure the fastest path to resolution.
■ Service-Request Management. Makes it

possible to meet response or fix deadlines
in accordance with ITIL best practices.
Users can directly log service requests
themselves or service personnel can,or when necessary, requests can bedispatched to appropriate personnel
for approval and service delivery.
Requests can also be monitored andanalyzed to evaluate the performanceof your service organization.
■ Both Incident and Service request

management allow using service

260-000023-003 | O | 12/23 | © 2023 Open Textlevel agreements (SLAs) based upon
operational level agreements (OLAs) andunderpinning contracts (UCs) to define,manage, and track service delivery levels.
■ Configuration Management. Usesa centralized OpenText™ ZENworks
Configuration Management Database(CMDB) to store, manage, andcontrol infrastructure information.
■ Knowledge Management. Provides anefficient, modern look and feel withknowledge creation, publication, anddistribution processes that speed
resolution times, reduce frustration,and empower customers to solve theirown problems, including:– Accessing FAQ and knowledge basearticles (KBAs) based on a user’s roleand status– Converting solutions to KBAs in real­time from within an incident– Managing the approval process for
all articles– Provide user and technician feedback
through KBA.s ratings and comments– Finding information using expert
systems­search tools, custom column
configurations, and allowing users tocreate and save custom views andfiltering options– Managing and organizing KBAs andFAQs by topic, relevancy, or frequencyof request– Maintaining an audit history of all articles

Intuitive User Interface
ZENworks Service Desk Standard provides
fast, easy access to information and rapid ROI
with an easy­to­use browser­based user interface that includes:■ Fully customizable visual dashboards withdrill downs■ Personalized modern view of all main

screens using list views, sort/filter options,saved column customizations■ Single sign­on options for instant access

Learn more atwww.opentext.com

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