June 2005

NetworkD is the Global Leader in Desktop Systems Management and Help Desk Solutions. We focus on solutions that take the best of ITIL, operational best practices and the most effective technologies in the market today to drive value, lower cost and enhance the customer experience in utilizing IT services.

Software Packaging Using LANDesk®
Tips regarding Software Packaging:

  • Windows/System Folder
    It is usually better to try moving any Windows/System files installed by an application to the [INSTALLDIR] More
  • Add/Remove Program
    Sometimes a client will ask you to install an application on a computer/OS (Win2000, XP), but do not want the user to uninstall it, well it is possible to hide an application from Add/Remove Programs More
  • Dialog Display
    You can easily edit the dialog boxes of any MSI during installation and add your own text and images. You can also select which dialog box you wish to display at the time of installation. More

Problem Management: Key Best Practices
For years, the lifecycle of receiving, recording, resolving and reporting on issues or requests in support of an organization or product was referred to as “problem management”. When a major issue arose that generated many contacts for the same “problem”, we coped by creating parent records and attaching or relating the associated child records to the parent.
The ITIL framework gives us common language and protocols to understand that these are two distinct, yet related processes. The day-to-day issues and requests that come in to be resolved are considered “incidents” and are handled through the Incident Management process. When there are multiple incidents with the same symptoms that come into the Service Desk, or even one major incident of significant consequence, it can be moved to the Problem Management Process. With the properly configured technology, all related incidents are linked to the problem record.
Continued here.

HEAT service and support

HEAT® 8.36 Now Available!
What is New in HEAT Service & Support 8.36?

New HEAT Homepage Capability
HEAT now has the capability for a user to set a URL as a homepage, which can then be accessed by the user, without ever leaving the customer information, or Call Logging. This feature is accessed by setting the URL via the HEATIntegrationBO.xml und the HEATHomePage section on GlobalSettings.

IT Service Management Module Integration
HEAT 8.36 includes the integration points required to integrate with the ITIL based IT Service Management Modules. HEAT can integrate to the Problem, Change, Release, Configuration, and Service Level Management modules of the IT Service Management product family.

MobileHEAT Performance Enhanced
MobileHEAT has been enhanced to perform better when used as a disconnected client. HEAT will now only transfer changed Call Records, Profile Records, and Configuration records since the last synchronization date versus the whole database.

MobileHEAT MSDE Compatibility
MobileHEAT is now able to utilize MSDE as its database. Previous versions allowed only the use of Access.

Ability to Designate Fields that are Printed
Administrators can now configure what fields are printed when a user selects File>>Print>>Print Call Ticket.

If you are interested in receiving a copy of HEAT v8.36, email us.

HEAT

NetworkD® on Track to Join FrontRange® Technology Partner Program
 NetworkD has recently released a Customer Survey Reporting application that will extend the functionality of FrontRange HEAT Service and Support by embedding best practices for customer satisfaction surveys directly into the ticket results.

FrontRange Solutions Technology Partners offer products that compliment and expand the capabilities of HEAT®.

A free trial download of iSurvey can be found here. Screen shots can be found here.


NetworkD's Library of Industry Discussion Documents and Whitepapers
 NetworkD has over twenty whitepapers and discussion documents that are available for free. The entire library can be found here.

You Have Questions We have Answers
Do you have a technical or business process question you would like to ask the Desktop and Help Desk experts at NetworkD? Fill out this form and we reply to your question within 48 hours.

 

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©2005 NetworkD
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frontrange HEAT solutions HEAT service and support

 

 

 

Three Years Running- NetworkD Global Team Honored with 'Top HEAT® Partner' Status
For the third year in a row, NetworkD has been awarded 'Top HEAT® Partner' status. This award is bestowed upon partners who best demonstrate extraordinary service and support to clients as well as excellence, dedication and exemplary contributions to FrontRange Solutions. The award marks impressive distinction within the Partner Community and is chosen from a field of over 2,000 solutions partners who represent HEAT® software across the nation.

Beta Volunteers Needed
NetworkD is looking for volunteers currently using LANDesk Management Suite who are interested in testing. This tool will be able to capture the windows event logs and store them in a centralized database

Key Features

  • EventLog is compressed across the network to minimize bandwidth.
  • Differential updating of eventlog to minimize bandwidth across the network on subsequent runs.
  • Can be installed as a service or scheduled to run from LANDesk – Service can be configure on when to scan.
  • Works on any WMI enabled workstation or server. (Windows NT – MS WMI add-on, Windows 2000 – Out of the box, Windows XP – Out of the box, Windows 2003 – Out of the box)
  • Integrated event viewer inside the LANDesk console using NetworkD Toolkit.
  • Integrated reports into the LANDesk console using NetworkD Toolkit.
  • Eventlog database can be stored in same database as LANDesk, separate database instance or separate server altogether.
  • Eventlog transfer is over http port 80 – Firewall friendly.
  • Ability to configure how long to store events in the database.

We ask that all beta customers are willing to participate in one phone call per week lasting approximately 15 minutes with feedback, as well as the ability to respond to two status emails per week.
The beta will last approx 2-3 weeks long.

If you are interested in becoming a beta customer, please email us.

Tips and Tricks

LANDesk Tip: The LANDesk Inventory Scanner:  The Delta LDAppl3 Update scheme: The basic LDAppl3 update was to just download the entire LDAPPL3.INI if it is newer than the one on your managed node. The delta scheme uses a base LdAppl3 and a cumulative set of forward differences stored in a patch. That way you only have a single patch file. Details

HEAT Tip: Emailing the Journal to an Alternative User For some time now, many HEAT users have been using the ‘out of the box’ function that allows you to send the contents of a journal to the subset email address. Details

Upcoming Events

„Webinar: Security Suite by LANDesk® Software“
Date: 28. July, 2005
Time: 16:00 (CET)
Duration: 1,5 Std.
Language: German

For further information please call +49 (0) 89 54 55 8-166 or email.

LANDesk Usergroups
Date: August 2005
Location: Orange County, DC Metro Area, Worldwide Webinar, Basingstoke, Munich

More information to be released in next Enews.


NetworkD® Certified HEAT® and LANDesk® Training Classes
Take a look at our new 2005 training schedule which includes beginner and advanced courses. If you do not see a date or location relevant to you, private training is also available. Click here for more information US, UK, Germany, and France.

Upcoming Tradeshows and Conferences:
If you are interested in attending one of the conferences or tradeshows below, let us know! We may have free expo passes for you and your team. We are also available for scheduled consultations. Contact us today.

ITSMf 2005
Sept. 19-21, 2005
Chicago, IL
Visit us at booth #109

HDI: IT Infrastructure Management
October 3-4, 2005
Orlando, FL
Visit us at booth #221

Socitm 2005
16th-18th October 2005
Brighton, UK
Visit NetworkD on stand 89

itSMF Annual Conference and Exhibition
7th-9th November 2005
Brighton, UK
Visit NetworkD on stand B14

 


 
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