This interview was filmed at the Pink Elephant Conference and features Ian Aitchison, ITSM Product Director at LANDESK discussing the current challenges faced in IT service management, along with the need for IT to stop always focusing on the negatives.
In addition, Ian also talks about:
IT needing to better engage with the business
The ITSM community
How LANDESK interacts with its customers
Please note that owing to this interview being filmed live at the Pink Elephant event, there may be some minor volume issues and background noises throughout this video.
LANDESK Software is an industry-leading provider of solutions that span five key IT management disciplines: systems lifecycle management, endpoint security, IT service management, asset management, and mobility management—all unified in a consistent, user-oriented experience. Visit www.landesk.com for for more information.
About Pink Elephant
A global company with a proud and pioneering 30 year history – the world’s #1 supplier of IT Service Management and ITIL® education, conferences and consulting.Visit www.pinkelephant.com for more information about the company, services and products. This video was filmed at the 2014 Pink Elephant Conference. The 19th Annual Pink Elephant International IT Service Management Conference and Exhibition will take place at the Bellagio Hotel in Las Vegas, February 15-18 2015. Registration is now open.
A solid product from a vendor with expertise in both ITSM and systems management, which adds a dimension to what they can offer.
Strong event management background
Understand that the deployment phase needs structure and the range of materials and consultancy they offer is comprehensive
Encompass BYOD with integration and include some neat new innovations
Integration/Automation platform through a graphical process workflow.
LANDesk have put some much needed focus into their service management, and it is at least on a par with almost all the main players.
Primary Market Focus
Based on the information provided, LANDesk are typically active in the mid-large market.They are classified for this review as:Specialised Service Management Suite – Offering ITIL processes and proprietary discovery tooling and Data Integration Points
LANDesk Service Desk
Date of version release
Service Desk Concurrent AnalystService Desk Fixed AnalystService Desk SaaS Concurrent AnalystService Desk SaaS Fixed AnalystAlternatively available as part of LANDesk Total User Management suite : complete portfolio of integrated ITSM, Systems, Security, Mobility, Asset management solutions.
Licensed only by end user (not by number of devices or IT Users).
LANDesk’s offer experience in ITSM and beyond that, systems management and as such they can provide Total User Management – covering systems management, security management, asset and service management, seamlessly integrated together through a process driven workflow platform.
They provide self-service capability accessible to users via desktops and mobile devices
They provide a two-way integration between Microsoft Outlook and the service desk to track task assignments
LANDesk combine experience across ITSM and include systems management, which comes to the fore with their approach to integrating one of the harder disciplines into their Service Management capability.
They have a good understanding of the way the market has moved in recent times – offering web services and because of their broader background, they not only lend their product but their in-house expertise to understanding what to integrate.
The focus of the solution is to be directly productive, and it is good to see them almost embrace BYOD capability – their focus is delivery of what IT does into the hands of the user.
What they have done well is to identify some neat little innovations and put some lateral thought about how these can be used. For example the use of RSS feeds to provide assignment updates to technicians and the use of QR codes to perform simple actions on processes (create/close a record). Whilst the take-up may be slow in some cases – they are ready for when the first organisation(s) latch on to the ideas.
LANDesk have developed their product to offer the same service management capability as the majority of vendors in the industry, and they provide integration and automation built in to their graphical process workflow.
They should take the opportunity to shine the light on the other bushels in their pack – not everyone can boast all 15 processes and that gives them an interesting depth in their section of the market.
Integration and specific recognised criteria
LANDesk Service Desk has been Pink Verified against the maximum 15 verifiable processes :-
The product uses ITIL terminology throughout the product, and the comprehensive coverage of all the process means they cover the bases in terms of recommended approaches and supporting practices.
A comprehensive matrix of permissions apply across every action and activity in the Service Desk product, so ability to perform actions will only appear for an analyst when they have this right.
Other integrations use workflow and process definition which ensures that only the right activity can take place in a secure and controlled fashion.
All integration activities are typically audited as standard design.
LANDesk is another vendor that also employs some level of sense checking as well as pure automation methods to bring across data, including:
Customer Profile Document
Introductory phone call and Project Kick-off meeting
Data collection spreadsheet which shows all the different typical default areas of data collected and imported
In addition connectors to Active Directory, LANDesk Management Suite, Microsoft SQL, Oracle, Excel, Access, OLEDB all allow connection to other typical sources for import
Asset and Configuration Information
LANDesk Service Desk provides preconfigured integration to populate the CMDB, to import ITAM managed assets and to update any existing items. Their features include:
Unlimited field definitions and CI types
Asset/CI relationships can be imported into CI structure diagrams
Asset/CI relationships can be discovered and defined with a rules-engine.
Assets and CIs are accessible from all ITSM processes, updated under change management, and can be imported back to source tools from Service Desk updates.
They also provide an inventory lookup – in Systems Management focussed discovery, the tool will typically pick up all manner of information that is not required for Configuration Management – the Inventory lookup facility shows you the full detail.
Support Services Integration
LANDesk include (but are not limited to) their own IT Management tools supported in context:
As part of Request Fulfilment, Release, Change, and Incident they provide integration as part of process activity in the background. This drives self-service and IT-initiated process automation across the business, providing, for example integrated:
AD Data Management
Mobile device wipe and other admin functions
Security scan, patch, OS deploy, among other functions
Major Incidents Communications
RSS – any query of data, list or dashboard gadget can be converted into an RSS feed that can be pulled on demand using any commercial standard RSS client.
Major Incidents are typically distributed through: Product Dashboards, Email, RSS and Twitter
Support Chats/Social Media
Core social discussion and chat features are provided as standard as well as integration through APIs and Automation is provided on request for:
Enterprise Social Platforms (e.g. BlueKiwi)
These are the basis of LANDesk’s Social Content Pack, including Discussion Threads and a Chat function within Self-Service.
LANDesk make use of RSS feeds which can take any view of the data and publish it as a feed to be incorporated into dashboards
Resource Management Integration
LANDesk provides two-way integration between Microsoft Outlook and the Service Desk. Assignments can be dragged and dropped to individuals or groups taken from live Outlook calendar as Gantt style views.
Assigned work appears as appointments in Outlook calendars or as tasks and once updated in Outlook, the work item in Service Desk is updated too.
Additional Areas of Integration
LANDesk Event Manager provides a configurable, flexible interface to allow current and future monitoring and alerting systems to interact with the service desk.
The Event Management engine captures significant issues within the infrastructure and automatically logs prioritises and routes Incidents to the appropriate analyst team. This alerts the relevant team of issues, even before end users become aware of them, thereby increasing the chance of early resolution and minimizing impact on the user community.
Another neat innovation is the use of QR codes – for example putting integration with simple process actions such as creating or closing records – whilst take up might be few and far between at the moment, it is a way of tapping into an increasingly mobile workforce to speed up tasks.
An integrated solution for systems management, endpoint security, mobility and ITSM (premise, cloud or both).
Easiest ITIL path for increasing end-user productivity
One price per end-user – unlimited devices, including BYOD
In Their Own Words:
LANDesk Service Desk is a process-driven IT Service Management software solution that can be deployed as an on-premise, SaaS or hybrid solution. It delivers all of the core ITSM functionality expected from a market-leading solution. Service Desk is ITIL®-verified in 15 processes, including incident, request, self-service, change, and knowledge management and provides powerful multi-level reporting.
LANDesk Service Desk provides a rich end-to-end service management platform that not only supports core service management, but enables your IT organization’s high-level business goals, from basic resolution management to mature service portfolio management, capacity and availability optimization, and continuous service improvement. It integrates seamlessly with your systems and network management environments, including all LANDesk solutions for systems lifecycle management and endpoint security.
The solution’s out-of-the-box functionality is easily configurable to match specific business needs without coding. It helps enterprise IT organizations move swiftly from a reactive state to a more controlled, proactive, and service-oriented posture. They improve the availability and continuity of services and the productivity of service desk staff and users, while reducing the time-to-restoration, downtime expense, and service-related business risk.