Do you need a service desk that integrates with Novell ZENworks Configuration Management? Are you lacking the information to make the most of your IT assets? Attend this session to see how GroupLink's powerful Novell ZENworks-integrated service desk solution, everything HelpDesk (eHD), can meet these demands. You'll learn about the extensive integration between the two products, including linking ZENworks assets to helpdesk tickets, integrating the ZENworks database, running reports grouped by ZENworks assets and much more.

1. GroupLink’s everything HelpDesk
® ®
Solution with Novell ZENworks ® ®
Mike Nielson
Associate Product Manager
GroupLink/mnielson@grouplink.net

2. About Us
• GroupLink Corporation
– Based in Bountiful, Utah
– Novell Silver Technology
®
partner for over 12 years
– Providers of the Novell
integrated help desk,
everything HelpDesk ®
2 © Novell, Inc. All rights reserved.

3. everything HelpDesk Overview ®
• Fully web-based
– Access tickets anywhere you have internet access (including
smartphones and PDA's)
– Supported on Firefox, IE, and others
• Easy to use end-user submission form
– Facilitates end-user use of the system.
3 © Novell, Inc. All rights reserved.

4. everything HelpDesk Overview (cont.) ®
• GroupWise integration ®
– Status updates and ticket submission are communicated
through the GroupWise email integration.
– Schedule tasks and appointments with GroupWise calendar.
Integration
• Novell eDirectory integration
®
™
– Seamless integration via LDAP, for your central repository of
your supported client and customer account information.
4 © Novell, Inc. All rights reserved.

5. everything HelpDesk Overview (cont.) ®
• Ticket Templates
– Three types of ticket templates, used for:
> Routine requests
> Scheduled business tasks
> Work flow for business processes
– Simplify technician work load by automating routine tasks of
updating, tracking and closing help desk tickets.
• Powerful reporting
– Key performance indicators (KPI's) identify problems or
opportunities
– Create customizable and saved reports
5 © Novell, Inc. All rights reserved.

6. everything HelpDesk Overview (cont.) ®
• Searchable knowledgebase
– Private and public knowledgebase articles
– Google-like search of articles
• Multi-departmental
– Solution is not just for IT, but can be used for many departments within
an organization (HR, facilities, maintenance, etc.).
• Dashboards
– Gauge real time performance
– Identify trends and quickly respond to critical process issues
6 © Novell, Inc. All rights reserved.

7. ZENworks 10 Integration
®

8. ZENworks 10 Integration ®
• Tie assets directly to help desk tickets
– The auto-suggest function suggests the user's primary assets or
workstation, plus any other workstations the user has accessed.
– These assets can be tied to the help desk ticket
• View all past tickets associated with a ZEN asset
– Simple click of a button shows you all tickets associated to a
specific asset.
8 © Novell, Inc. All rights reserved.

9. ZENworks 10 Integration (cont.) ®
• Search ZENworks database straight from the ticket.
• Integration with current ZENworks database.
– Sybase, Oracle or MS SQL.
– No need to import or export assets with this integration.
• Stay informed with accurate information.
– Access trouble asset reports grouped by ZEN managed
devices.
9 © Novell, Inc. All rights reserved.

10. ZENworks 10 Integration (cont.) ®
• Launch remote control sessions for ZEN assets directly
from a ticket
– ZENworks remote control.
– everything HelpDesk contains its own VNC.
®
– Each time a remote session is started, a history note is placed
on the ticket (includes technician name and time stamp).
10 © Novell, Inc. All rights reserved.

11. Demonstration

12. Questions and Answers

14. Unpublished Work of Novell, Inc. All Rights Reserved.
This work is an unpublished work and contains confidential, proprietary, and trade secret information of Novell, Inc.
Access to this work is restricted to Novell employees who have a need to know to perform tasks within the scope
of their assignments. No part of this work may be practiced, performed, copied, distributed, revised, modified,
translated, abridged, condensed, expanded, collected, or adapted without the prior written consent of Novell, Inc.
Any use or exploitation of this work without authorization could subject the perpetrator to criminal and civil liability.
General Disclaimer
This document is not to be construed as a promise by any participating company to develop, deliver, or market a
product. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in
making purchasing decisions. Novell, Inc. makes no representations or warranties with respect to the contents
of this document, and specifically disclaims any express or implied warranties of merchantability or fitness for any
particular purpose. The development, release, and timing of features or functionality described for Novell products
remains at the sole discretion of Novell. Further, Novell, Inc. reserves the right to revise this document and to
make changes to its content, at any time, without obligation to notify any person or entity of such revisions or
changes. All Novell marks referenced in this presentation are trademarks or registered trademarks of Novell, Inc.
in the United States and other countries. All third-party trademarks are the property of their respective owners.