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Configuration control, or systems configuration management, is the means to establish knowledge about the operating capabilities and functional readiness of the endpoint device or server, and to control that functional state from a central location. These same tools can then provide the inventory scanning, remote control, and other tools in order to fix specific operational failures. Help desk is a natural outgrowth of configuration control-essentially the face of IT configuration management on the customer side. |
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For every IT-related asset, organizations need to know who owns the asset, who is accountable for it (who controls its use), what is the effective cost of ownership and maintenance (and what is the replacement cost), and to whom the asset is assigned (who actually possesses it).
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A trouble ticketing or help desk system essentially just tracks incidents, while a service desk approach groups incidents into problems (infrastructure, patch, security implementation, etc.) and addresses the underlying causes, which are then resolved via configuration management scheduled change and release.
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| Approaching a Best-Practice Service Desk |
Approaching a Best-Practice Service Desk with Help from the LANDesk® Management Platform
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| Enterprise-Level Service Desk for Mid-Sized Organizations |
LANDesk Service Desk delivers enterprise-level consolidated service desk capabilities without requiring a large enterprise budget, training or knowledge level.
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| Enable Complex Audit, Compliance and License Management |
An effective service desk is able to look at both the configuration management system and the asset repository to gather the information necessary to prioritize and deliver the agreed upon levels of service from the service desk. |
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| Extending ITSM from the Desktop to the Data Center |
There is a genuine need for data center automation solutions to help IT organizations more efficiently provision, configure, and manage today's sophisticated data center environment.
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| IMPROVING IT SERVICE LEVELS |
IT managers face a difficult juggling act in trying to maintain or increase service levels to other departments in the face of increasing infrastructure complexity and mounting financial scrutiny. In this environment, many are implementing, or at least considering, automated systems that can undertake time-consuming tasks such as inventory taking, patch application or software licence monitoring. |
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GoldMine Premium Edition enables you to effectively manage every facet of your business relationships. Opportunities to win and retain customers occur at every phase of the customer relationship lifecycle. GoldMine Premium Edition enables you to turn more of these opportunities into additional bottom-line value, often by leveraging data you already collect.
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| GoldMine Enterprise Edition |
GoldMine Enterprise Edition - the latest CRM solution from the award-winning GoldMine product line. GoldMine Enterprise Edition is designed for the business that wants its enterprise CRM application to add significant value, not just automate sales calls. |
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