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LANDESK Unveils Service Desk 7.8, Transforming User Experience and Introducing Additional Contextual Capabilities
January 2015 by Marc Jacob
LANDESK announced the release of Service Desk 7.8, bringing new interfaces and capabilities to its process-centric service management platform.
Service Desk 7.8 introduces new IT support and end-user capabilities with its modern, cross-platform, mobile and desktop personalised experience. In addition, this release delivers a number of contextual information and activity enhancements, providing IT with more than just data. By delivering information and action capability to the support analyst in one place, at the right time and in context, Service Desk 7.8 enables IT to react faster and with greater accuracy, empowering support to create a better experience and improve satisfaction.
Features of the new release include the following:
Attractive, intuitive IT support analyst workspace. This new cross-platform interface, available across mobile apps and mobile and desktop browsers, allows support staff to interact with Service Desk processes in any location on any device. This highly visual role-based analyst experience allows service desk staff to create and progress any process such as incident, problem, change or request, bringing a modern, attractive working experience to IT staff.
New self-service dashboards. Dashboards created in LANDESK Self Service automatically present in the new LANDESK Workspace, providing a visually appealing self-service experience. The responsive design gives users an optimized appearance across every device and form factor.
Enhanced schedule management. Service Desk increases analyst efficiency by allowing users to send appointments to third-party calendar systems as part of a defined process workflow. This allows analysts to concentrate on resolving issues and keeping systems running.
Additional dynamic contextual knowledge capabilities. Support staff are prompted automatically with advice, learned from previous activity as they work and interact with end-users for faster and more accurate support.
New contextual telephony integration. Tying support activity closely with the telephone, analysts can receive or make phone calls, track call times, look up caller details or action any custom support process before or during a phone call.
Support appointment content pack. Service Desk offers a new style of engagement model for administrators to connect with end-users. It enables end-users to book individual appointments with IT staff, and for IT staff to operate an appointment-driven support service.
