Avocent Adds Web Interface to Service Desk Suite

By Chris Preimesberger  |  Posted 2009-08-12 Print this article Print

The new LANDesk Service Desk appliance provides a new Web Desk application and enhanced dashboards to enable more proactive service management, so the service desk can quickly resolve incidents, allowing analysts more time to work on resolutions and prevention.

IT operations management provider Avocent Aug. 10 issued an upgrade to its LANDesk Service Desk IT Business Management Suite by adding a Web-based user interface, among other new features.

The LANDesk Service Desk 7.3 appliance, which sits at the top of a server rack in the data center, now provides a new Web Desk application and enhanced dashboards that enable more proactive service management, Avocent said.

In this way, the service desk can resolve incidents more quickly, allowing analysts more time to work on resolutions and prevention.

Web Desk allows administrators access to LANDesk Service Desk from any location.

"The new part of the LANDesk portfolio bridges a gap between the endpoint client management and the IT service management that you tie back to the data center," Steve Workman, Avocent vice president of product management, told eWEEK.

"This is a new direction for Avocent in order to help customers solve higher-level IT business management- or business continuity-type of value proposition."

Avocent's product line, used in a high number of Fortune 2000 corporations, has been strictly client/server-oriented.

The new service desk application also includes improved incident management relating to long-term IT goals and proactive ITIL service management disciplines, such as problem and change management, Workman said.

Other new features in LANDesk Service Desk 7.3, according to Workman, include:

  • Integration with SolarWinds' Orion Network Performance Monitor, a leading network management product, via the new Event Management functionality that allows events occurring on the network to be automatically reported to the service desk.
  • Enhancements to query results: Several significant upgrades allow easier and faster results for users to design and interact with queries, making service management more efficient.    
  • Multiple dashboards: Enhanced graphical dashboards enable users to have one or more dashboards that can be published and administered centrally.
  • Calculations on queries and forms: Many new mathematical functions can be performed, enabling real-time calculations on data on forms, queries and related processes, as well as "on-demand" calculations.

The LANDesk Service Desk appliance costs $45,000. For more information, go here.


Chris Preimesberger Chris Preimesberger was named Editor-in-Chief of Features & Analysis at eWEEK in November 2011. Previously he served eWEEK as Senior Writer, covering a range of IT sectors that include data center systems, cloud computing, storage, virtualization, green IT, e-discovery and IT governance. His blog, Storage Station, is considered a go-to information source. Chris won a national Folio Award for magazine writing in November 2011 for a cover story on Salesforce.com and CEO-founder Marc Benioff, and he has served as a judge for the SIIA Codie Awards since 2005. In previous IT journalism, Chris was a founding editor of both IT Manager's Journal and DevX.com and was managing editor of Software Development magazine. His diverse resume also includes: sportswriter for the Los Angeles Daily News, covering NCAA and NBA basketball, television critic for the Palo Alto Times Tribune, and Sports Information Director at Stanford University. He has served as a correspondent for The Associated Press, covering Stanford and NCAA tournament basketball, since 1983. He has covered a number of major events, including the 1984 Democratic National Convention, a Presidential press conference at the White House in 1993, the Emmy Awards (three times), two Rose Bowls, the Fiesta Bowl, several NCAA men's and women's basketball tournaments, a Formula One Grand Prix auto race, a heavyweight boxing championship bout (Ali vs. Spinks, 1978), and the 1985 Super Bowl. A 1975 graduate of Pepperdine University in Malibu, Calif., Chris has won more than a dozen regional and national awards for his work. He and his wife, Rebecca, have four children and reside in Redwood City, Calif.Follow on Twitter: editingwhiz

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