ServiceDesk Plus Overview

esophagusbunnyManagement

Nov 20, 2013 (3 years and 6 months ago)

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ServiceDesk Plus Overview

Arvind Parthiban

Sr. Product Marketer


ServiceDesk

Plus

ServiceDesk Plus

HelpDesk


Ticketing


SLA


Knowledge Base

Asset
Mgmt


Discovery


CMDB


Software &
license Mgmt

ITIL
Processes


Service Catalog


Incident Mgmt


Problem Mgmt


Change Mgmt

Completely

Web Based

Working with ServiceDesk Plus

Users
-

Technician/Requester

Other User based
functionalities

Active
Directory

LDAP

CSV
Import


Manual

Addition

Modes of Importing


Users


Users are classified
as Requesters &

Technicians

Predefined &
Custom Roles

User &
Technician

Grouping

Channels of Creating a ticket in ServiceDesk Plus

o
Email

o
Phone Call

o
Self Service Portal

o
Network Monitoring Tool Integration

o
API Integration

o
Web Portal

o
Email Command


Automations

In

ServiceDesk Plus

Automations

Automatic
Ticket
Dispatch

Business
Rules

Service
Level
Agreement

Notification
Rules

Preventive
Maintenance

1.Automatic Ticket dispatch


Round Robin Load Balancing



Distributes equally to
all technician

Distributes based on
the technicians load

2.Business Rules

o
Allows you to
customize
workflow

o
Follows an Event /
Condition / Action
model

o
Automating
Dispatch with
Groups and
Business Rules

o
Categorize your
Frequent occurring
tickets.

3.Service Level Agreement

o
Four Levels of
Proactive
Escalations


o
Response based
Escalation


o
Set up Rules
based on many
available criteria


4.Notification Rules

o
Requester/
Technician based
Notification


o
Alerts for
Incident,
Problem, Change
& Asset mgmt


o
Both SMS &
Email Alerts

Operational Hours

Holidays

Departments

Users and User Groups

Requests

Business Rules

Service Level Agreements

Assets

Reports

Site
-
based Configuration

Sites

provide

you

with

the

flexibility

of

configuring

various

aspects

in

your

site



Service Catalog

In

ServiceDesk Plus

Service Catalog

o
Showcase all the offered
services like a Menu
Card


o
Configure Workflow for
each Service Category


o
Set up Approval process
specific to each Service
Request






Incident Mgmt

In

ServiceDesk Plus

Incident Management


Reduction of
incidents improves
quality of service


Improve quality of
Service by tracking
SLA performances.


Improve
productivity with
efficient incident
workflows



Knowledge Base


Search Solutions with
simple keywords


Individual Knowledge
Base for Requesters &
technicians


Approve each
solutions on addition


Categorize the
solutions specific to
topic.




Problem Mgmt
In

ServiceDesk Plus

Problem Management

Purpose


Eliminate Root cause


Avoid repetitive


Incidents



Engagement Rules


Multiple Incidents


Unknown Error






Change Mgmt

In

ServiceDesk Plus

Change Management





Purpose of Change

To ensure structured procedures are followed to implement all IT
infrastructure changes in a low risk and controlled manner.

Change Types

Changes can be classified based on their severity. We can customize the
color coding and also set necessity of Approval for each change type.

Change Advisory Board

CAB is a group of experts/advisors who can recommend on the change
proceedings, both requesters & technicians can be part of CAB.

Change Manager

He is the key decision maker of the change request, who has the
authority to approve or reject a change.

Asset Mgmt

In

ServiceDesk Plus

Asset Management

Operating
Systems


Windows


Mac


Linux


Unix

IP Devices


Printer


Switches


Router


Access
Points &
more

Software


List of all s/w


Software
Licensing


Software
Usage

Modes of Asset Discovery


For Windows Machines only

Windows Domain Scan


For Windows, Linux, Mac Os & other IP Devices


Ability to Scan a Range of IPs

Network Scan


Light Weight Agent to scan Accurate Details

Agent Based Scanning


Scan remote networks and with an AE installation
in the remote N/W

Distributed Asset Scan


Scan a workstation which is not in the N/w by
running a script.

Stand alone Scan


Import from a excel or CSV file

Import From CSV

CMDB Relationships

Find Relationship
between
Asset/Services

Find out who is
affected when a
Service goes down

Software Categories in ServiceDesk Plus

Managed

Excluded

Unidentified

Prohibited

Freeware

Shareware

Categorize your software
into different software
types

Software Licensing and Metering


License Types supported


Metering

Rarely
Used

Occasionally
Used

Frequently
Used

Manage

your

software

licenses

as

Individual

or

Enterprise

license

and

track

the

software

usage

on

each

workstations

Individual

Enterprise

OEM

Concurrent

Node locked

Volume

CAL

Software Compliance in ServiceDesk Plus

Compliant

Over
Licensed

Under
Licensed

Purchase Order lifecycle

Contract Management

Maintenance Contract

Create and
Track
Contract
with your
Vendors

Attached
Scanned
Copies of
the Actual
Contract

Timely
Reminders
for
Renewing
the
Contracts

Other key features


Robo

technician


Auto password Reset tool


API Integration


Mobile Client


Survey


Flash Reports




In
-
built Reports

More than 100 canned reports in all possible
modules and categories

More than 100 inbuilt
Reports

Get Reports on the Fly

Customized Reports

Customize Reports on
your own

Choose what you want
to see

Multiple options to
view Reports

Query Reports

Graphical
Representation of Data
Structure

Create your own Query
for Reports

Scheduling and Exporting Reports

Schedule Inbuilt or
Custom Report

Support Multiple
Formats

Mobile Client for
iPhone

and PDAs

Editions and Pricing



Trouble Ticketing



Multi

Site Support



Self
-
Service Portal



SLA Management



Business Rules



Reports




Standard Edition +




Asset & Inventory
Management


Software Asset
Management



Purchase Mgmt.



Contract Mgmt.



Software License
Compliance


Professional Edition +




Incident Mgmt
.


Service Catalog



Problem Mgmt.



Change Mgmt.



CMDB




All Purpose Help Desk
Software

IT Help Desk + Asset
Management

ITIL Ready Help Desk
Software

Standard Edition

Starts at $495 / 2 Techs

Professional Edition

Starts at $995 / 2
Techs

Enterprise Edition

Starts at $2995 / 5 Techs

ServiceDesk Plus Advantage

No Modules Integrated.

Out of the box ITIL


Implementation in less
than 5 Days

Almost all the major features of the Big 4

And Of Course, the price

The Elite List

And few thousands more…

Thank You


Website


http://ww.servicedeskplus.com


For Technical Queries

support@servicedeskplus.com

+1 925 965 5300


Other Queries

arvind@servicedeskplus.com