Certero's Licensing Help Desk (LHD)

For those Certero customers having our Managed Service offerings, an optional component is the Licensing Help Desk - LHD. Queries raised with the LHD will be answered by one of our licensing subject matter experts and SAM Consultants. This article gives guidance on when this standard offering can be used.

The LHD can be used to provide you a mechanism to place simple requests for advice and guidance regarding general licensing, vendor management, ITAM and SAM queries for the vendors and vendor products in scope of your managed service. For example:

• Wanting clarity on vendor license models and licensing metrics, for example, how IBM Dual Runs can result in cost avoidance for migrations.

• Guidance on IT hardware and software asset management best practices.

• Provide clarification on context of use, for example, educational use, or end-user versus service provider.

• Wanting clarity on vendor licensing metrics, for example, the nuances of named user-based licensing and multiplexing/indirect use consideration.

• Suggested approaches to help you on-board a new vendor into Certero.

For completeness and context, the LHD should not be used for such things as:

• As a mechanism to manage a vendor audit.

• To request full licensing scenario planning of complex virtualized environments.

• As an integral part of any of Customer request fulfilment processes and procedures.

Any requests for assistance should be raised via the Help Desk of the Certero Customer Center. All requests will be processed in accordance to the Certero TSP.