It helps create a stable and reliable IT support infrastructure in line with ITIL best practice disciplines including desktop, application, and network management.

• Touchpaper has been instrumental in redefining the move away from simple help desk products to complete IT Business Management (ITBM) solutions and services encompassing IT Service Management (ITSM), Customer Service Solutions (CSS) and Network and Systems Management (N&SM)
  ITBM is an infrastructure that enables the IT Department to measure itself against the business's strategic and operational goals. An ITBM enabled organisation will have identified Key Performance Indicators (KPIs) that are critical to its success. Their investment in IT will be a direct contributor to the productivity of the organisation. The exact KPIs will be specific to each organisation but there is a standard set that is likely to form the core measures.
  
  Because ITBM is about creating a way of working and a way of thinking, rather than a product or solution, Touchpaper has found that the easiest way to discuss it with a customer is to look at the top KPIs that an ITBM organisation would be working towards. These KPIs will change depending upon where an organisation is in the lifecycle.
  
  Touchpaper believes that IT Departments need to focus on delivery of these KPI's, ensuring that key business services are managed effectively and that users are viewed in a more 'customer' orientated way. Increased flexibility will allow an IT department to effectively enable change, manage service delivery and also provide support for business priorities.
  
  
• Novell ZENworks allows companies to manage desktops, laptops, servers and PDA's (and the software that runs on them) throughout the business.
  
• Novell eDirectory provides a repository of user information such as department location and phone number, as well as certain asset related data such as the computer the user was last logged on to.

Advantages of the ITBM integration include using Novell's directory information via the helpdesk console to remotely control user PC's. This reduces the need for operators to leave the helpdesk, so helps reduce travel and support costs.

Using Novell ZENworks, NetWare, and eDirectory information to populate ServiceDesk ticket incidents reduces workload, improves SLA response times, and creates better management reporting. Touchpaper ITBM Suite integration creates a new and exciting revenue opportunity for Novell and its Partners. It expands Novell's market reach into IT ServiceDesk solutions. ITBM integration into ZENworks, Identity Manager, eDirectory and GroupWise expands the capabilities of a busy ServiceDesk and increases the number of users each helpdesk operative can support.