LANDesk Software, a leading IT service management solutions provider, today announced the release of LANDesk® Service Desk 7.2, which features a number of enhancements and performance improvements that deliver enterprise-level service desk capabilities. The new solution is immediately available.

“Service Desk 7.2 includes important upgrades that enable IT managers to easily implement Information Technology Infrastructure Library (ITIL) and ITSM best practices,” said Kevin Auger, services business line manager for LANDesk. ”In addition, full integration with LANDesk® systems, security and process management functionality enables users to be more proactive instead of reactive by automating service desk operations.  This approach helps to create high levels of consistency, repeatability and predictability.”

LANDesk Service Desk is available as a stand-alone service delivery solution, or combined with LANDesk® Management Suite and LANDesk® Security Suite. The new solution includes built-in processes for ITIL service desk, incident management, change management, problem management and service level management to enable users to efficiently direct the life cycle of the services delivered by IT. LANDesk Service Desk 7.2 is based on technology from its long-standing business partner, Touchpaper, a UK-based provider of IT business management solutions.

Specific product features of LANDesk Service Desk include such functionality as:

• Telephony Integration (CTI) – integration of service desk with telephony systems that supports both standard and internet telephony
• Common ‘forms’ engine – ensures common ‘look and feel’ for forms (or windows) that comprise the application to be used with Consoles and Portals
• Vista support – full support of all Microsoft Windows Vista Applications
• Configuration management – new enhancements facilitate easier initial set-up of a Configuration Management Database (CMDB) and greater flexibility in structuring a CMDB

“As a company, we are focused on the alignment of IT capabilities and business requirements, enabling a systematic approach to planning, developing, implementing and supporting mission critical services.” said Auger.  “This version of service enables users to proactively monitor, trend, diagnose and remediate the service needs of users. Its root cause analysis capabilities enable problems to be identified and corrected for the long term, before they grow larger and affect others within the network.