Overview

Improve employee satisfaction, decrease costs, and improve IT efficiency with OpenText™ ZENworks Service Desk. This fast, affordable self-service ITIL-based service desk and incident management solution streamlines internal support operations. Don’t just meet customer support expectations—exceed them.

What can OpenText ZENworks Service Desk do for you?

Enable users with ITIL self-service help desk

Give users the option to self-serve via mobile, portal, or email to open and update requests using dynamic forms that gather IT-specific information.

Provide apps and the ITIL help desk in one place

Create a self-service enterprise app store, customized with your corporate branding, so users easily understand how to request services and assets.

Simplify ITIL service management

Get ITIL processes including: configuration, service request, service level, service catalog, incident, change, release, deployment, financial, and knowledge management.

Integrate multiple platforms

Quickly integrate OpenText ZENworks Service Desk with your enterprise directories, asset management, authentication, and cloud solutions.

Why OpenText ZENworks Service Desk?

Fast, scalable help desk incident management

Deploy quickly and scale as needed. Streamline incident management processes to improve efficiency and reduce support costs.

Seamless ITIL third-party integrations

Eliminate costly enterprise integration projects and enhance system functionality.

Vendor-neutral compatibility

Leverage a flexible, vendor-neutral approach to incident management across platforms that supports all major hypervisors, databases, and cloud services.

Key features

Reduce your mean time to repair (MTTR) and continuously improve your service management environment by streamlining and automating a complete range of service desk functions.

Endpoint device management integration

Equips IT staff to import configurations and create custom reports and dashboards so they can provide better support.

Virtual appliance system

Deploys in minutes with a guided, quick-start configuration system.

Asset management

Tracks traditional IT assets and non-IT assets from the same console and allows staff to define custom asset lifecycles.

Common appliance framework (CAF) vendor-neutral approach

Runs as a virtual appliance using a common appliance framework (CAF) on major hypervisors and databases, simplifying setup while reducing OS, licensing, and hardware costs.

Self-service ITIL service desk store

Offers a simple icon-based portal for users to initiate service requests or request items like software and hardware, with automated provisioning and approval workflows.

Improved customer and user experience

Improves responsiveness and ITIL service request processing speed across any modern browser for better user experience.