Avocent Adds Web Interface to Service Desk Suite

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 J. Preimesberger

Chris J. Preimesberger is Editor of Features & Analysis at eWEEK, responsible in large part for the publication's coverage areas. In his 12 years and more than 3,900 stories at eWEEK, he...