LANDesk Software, a leading provider of integrated systems, security and business process management solutions, today announced LANDesk® Service Desk, a next generation solution that will enable an organization to deliver an outstanding level of support and service to employees or customers through standardization and automation. The solution will be designed to meet ITIL best practices, and results from a licensing agreement and development relationship with Touchpaper, a UK-based provider of IT Business Management solutions.
In addition to the fundamental functions expected of a world-class service desk solution, LANDesk Service Desk also will integrate with LANDesk® Management Suite, LANDesk® Security Suite and LANDesk® Process Manager to offer the most comprehensive, end-to-end customer support solution available in the market. This deep integration will help IT effectively manage change and incidents by fully leveraging the benefits of IT Service Management.
“LANDesk helps us solve real world problems in our unique enterprise environment through solutions that give us both the tools and the processes to respond quickly and plan proactively for the future,” said Stan Pachura, chief technology officer for corporate systems at PMI Mortgage Insurance Co. “Adding an integrated service desk solution enhances this strategic value by offering LANDesk customers additional IT service and business management functionality.”
LANDesk Service Desk will be designed to combine process driven call management, role-based privilege sets, automatic actions, assignment, service levels and escalation, and will be applicable equally to both external-facing customer service functions and public-facing information services. It will be designed to deliver effective incident resolution through an intelligent provisioning interface and automatically monitors service levels as incidents progress through their lifecycle. Direct access to real-time information will provide accurate updates, and powerful statistical reporting ensures support managers are aware of the effectiveness of their service function.
LANDesk Service Desk will be an ideal solution for providers of customer service who wish to introduce best practice procedures to support industry and governmental regulations such as Six Sigma, SOX and HIPAA. LANDesk Service Desk will meet the functional requirements for ITIL compatibility, providing an end-to-end solution that covers all aspects of IT Business Management (IT Service Management, Customer Service Solutions and Network and Systems Management) in a modular form. Supporting the growing requirement for organizations to comply with best practice standards such as IT Infrastructure Library (ITIL), LANDesk Service Desk offers a leading IT Service Management solution to help IT departments more effectively manage customer service and meet service level commitments.
“This service desk solution will tightly integrate with our existing systems and security management products for an unparalleled, comprehensive approach to managing systems and incident response,” said Dave R. Taylor, vice president of worldwide marketing for LANDesk. “LANDesk Service Desk represents our continued march towards helping IT departments automate business processes for organization-wide efficiency and leverage technology to its fullest potential to achieve true IT service management for bottom-line business value.”
“LANDesk continues to execute against their strategic vision to expand into IT service management. Adding the Touchpaper ServiceDesk solution provides comprehensive functionality out of the box, delivers a high level of integration with LANDesk solutions and allows enough flexibility for customization and integration with other products going forward,” said Touchpaper CEO, Graham Ridgway.