Developers generally think a lot differently than the average person who winds up using their application. By nature, developers are more linear thinkers trying to develop software for a general population that is usually anything but. For that reason, embedding tutorials and creating documentation that explains how a piece of software is intended to work has become a critical component of the end user experience.
However, from a developer’s perspective, writing the code to provide that support takes time away from developing the elements of the application that would truly differentiate it. With that issue in mind, LANDesk Software, a provider of service desk management software, has launched a LANDesk One partner program effort to create an ecosystem of independent software vendors (ISVs) that allows developers to embed LANDesk's software and knowledge bases within their applications. Charter members of the program include Nexthink, Avnet, Arellia and ExpressAbility.
Img Credit: Landesk.com
According to Steve Workman, vice president of corporate strategy and planning at LANDesk Software, that capability is being manifested in two ways. Developers can leverage an API that LANDesk has exposed that makes it easier to embed the LANDesk console within their applications. The other option is to leverage Web services technology to embed LANDesk at an even deeper level. That integration, says Workman, can take place on premises or be invoked as a cloud service made available by LANDesk. In both cases, the goal is to eliminate the drudgery of having to repeatedly write and then embed the equivalent of a service desk function within an application.
The ultimate goal, says Workman, is to help developers identify issues long before end users might actually experience them, which can occur as more information gets shared via the LANDesk knowledge bases.
An added benefit of LANDesk is that it provides a service desk environment that already familiar to many users, which eliminates one more source of potential headaches for developers, Workman says. Arguably, it’s the quality of the service desk experience that will make the difference between a frustrated end user continuing to persevere in using an application and deciding to abandon it altogether.
Obviously, using LANDesk comes at a cost. However, developer time is precious, so it might make sense to absorb that cost rather than waste time reinventing the service desk wheel.