LANDESK Service Desk is constantly evolving and our current roadmap has us moving towards a new UI, using the latest web technologies to build a responsive, modern-looking experience to users of Service Desk and other LANDESK products across all devices and platforms. Work on this new framework started a couple of years ago and was originallyintroduced under the name Mobile Self Service. With each release we add additional capabilities, recently we've integrated some of the self-service capabilities from LANDESK Management Suite and some app-publishing features from LDPortal/Avalanche and re-branded the Self Service portion of this framework as “Fuse". The underlying framework is called BridgeIT and the whole project encompasses not only the website and apps but also the various pieces of technology required for the app to work.
Owing to the way that technology is changing and the new needs of software users we don’t intend to replicate every current feature of Service Desk in exactly the same way in BridgeIT. Furthermore, because of the exciting new capabilities available by using this new framework we’ll also be able to add features and functionalities that it would be almost impossible to implement in the existing console or Web Access interfaces.
On this thread, we’ll keep track of the capabilities added to BridgeIT, primarily from the perspective of a Service Desk user. The aim of this is to clarify what a Service Desk customer can do with BridgeIT in each release.
BridgeIT uses the dashboards and shortcuts already published to users of Web Access Self Service to display their content. There are two main “views” – dashboards and windows. The dashboards render most gadgets, including content, links, queries, grouped queries, pie & column charts in a rich, responsive way. The windows use the console-defined published window for the user and displays all the string and drop-down fields defined there. It includes the user-defined labels and maintains the group box-grouping of these fields.
If a Service Catalogue is published to the logged in user then this too is available to be used to request services. The form that the user can fill in follows the same rules as described above for windows.
Between these two main views and the navigation facilities available (including breadcrumbs) an end user is able to perform normal end user tasks, such as log a basic Incident, request a service and check the status of their outstanding support requests.
The application is available in a browser (on desktops or mobile devices) or via apps in the Apple app store or Google Play store.
If you’re interested in being closely involved with BridgeIT as we add new features please get in touch – firstname.lastname@example.org, we’re always looking to get thoughts and opinions from our customers to help guide our roadmap and priorities