Have ZENworks with current maintenance? If the answer is yes, you may be entitled to two free licenses for Novell Service Desk. See the slide presentation to learn more about Novell Service Desk capabilities.

1. Novell ® Service Desk Introduction Jon Giffard Senior Product Manager [email_address]

2. Agenda Novell Service Desk Licensing and pricing Requirements and architecture Demo

3. Novell Service Desk

4. Novell Endpoint Management Novell ® Endpoint Management Ensures people have exactly what they need in their desktop, notebook and mobile device environments to remain productive and secure from threats both seen and unseen . ZENworks Configuration Management ZENworks Application Virtualization ZENworks Asset Management ZENworks Patch Management ZENworks Asset Management Novell Service Desk ZENworks Endpoint Security Management ZENworks Patch Management ZENworks Network Access Control Novell Full Disk Encryption (2011) Endpoint Lifecycle Management Endpoint Security Management IT Asset Management IT Service Management

6. Integrated processes in a single console provides a “single pane of glass” experience

8. Integrate IT services with business needs

9. Use IT to drive positive business outcomes

10. Adopt best practices across your entire infrastructure and for all support services Endpoint Lifecycle Management Endpoint Security Management IT Asset Management IT Service Management

13. Built on ITIL guidelines

14. Incoming / outgoing e-mail processing

15. Unlimited free usage for end user portal

16. Knowledgebase and solution look-up

17. Integration with Active Directory / eDirectory

18. Import asset information from ZENworks family into CMDB

19. Pre-configured workflows and SLAs

20. Report on various aspects of performance including KPIs, SLAs, etc.

21. Flexible deployment architecture

24. Everyone performs multiple roles

25. Reactive service management

26. Has existing endpoint tools

28. Configuration Management

29. Knowledge Management

30. Service Level Management

32. Offers services with guaranteed SLAs

35. Incident Management

36. Problem Management

37. Change Management

38. Knowledge Management

39. Service Level Management

40. Service Catalog

41. Service Portfolio

42. Financial Management

43. Release and Deployment Management

44. Roadmap 1.0: iPhone 1.0: iPad 1.0: Android Q1'11 Q2'11 Q3'11 Q4'11 NSD:6.2 NSD:6.5 NSD:7.0 Kovalam

46. Rich content editor

48. SEO knowledge tagging

50. Technician groupings

51. HTML 5 dashboards

53. Bundle management

55. More HTML5

56. Update to ITIL v3.1

57. Restful web services, provider and consumer

58. Workflows based on JBPM

59. Licensing and pricing

63. Upgrade from Incident Management @ $1499

66. Novell Open Workgroup Server

67. ZENworks Suite v7

69. Requirements & Architecture

70. Product requirements Database MS SQL 2005 or later Sybase Oracle MySQL Postgresql v8 or later OS 64-bit Windows Server 2008 SLES 11 SP1 Java 64-bit Sun JDK v1.6 Email POP3 / POPS3 SMTP / SMTPS IMAP / IMAPS Browsers Firefox 2.0 or later IE 6 or later Chrome Safari Directory service Active Directory eDirectory Native handheld iphone ipad

71. Architecture HTTP / HTTPS Browser Smartphone API Apache Tomcat Database

75. 200k customers DB Notes

79. 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.