ServiceDesk Plus MSP

possehastyMechanics

Nov 5, 2013 (3 years and 8 months ago)

66 views

ServiceDesk

Plus MSP

Product Overview

Why
ServiceDesk

Plus
-

MSP?


Capability of Managing Multiple Client’s in one
Help Desk


Stop Juggling with multiple tools and use the
tool built to perfection in handling multiple
clients.


What is
ServiceDesk

Plus MSP?

Manage
multiple
Accounts


ITIL

Help Desk

Integrated
Asset
Mgmt

Automated
workflows

Email Fetching in MSP

Fetch Emails from multiple accounts and
distribute it to their account queue automatically.

Tuesday, January 8, 2008

Incident Management in
SDP
-

MSP

Classify requests as
incidents/new
service requests

Account specific
request forms

Track follow ups and
resolutions on a single
screen

Incident Management in
SDP MSP

Attach multiple
incidents to a single
problem/change

Create a new
problem/change

Or associate to an
existing
problem/change

Incident Management in
SDP MSP

Customize request
templates

Choose to show it
to technicians and
users

Integrated Remote Control


Take control over the clients desktop in seconds


Remote control option across external networks

Tuesday, January 8, 2008

Problem Management in
SDP MSP

Easy to add
problem analysis,
tasks & solutions

Notify technicians of
problem resolutions
or announcements

Problem Management in
SDP MSP

Customize what
you say

Automate notifications to
technicians when problem
actions are taken

Problem Management in
SDP MSP

Add multiple tasks
to implement a
problem fix

Set mandatory rules
for closing problems

Change Management in
SDP MSP

Manage all details
related to change
in a single location

Change Management in
SDP MSP

Associate
problems and
incidents

Add tasks for
implementation

CAB members
need to
recommend the
change

Change Management in
SDP MSP

Add members to
the Change
Advisory Board

Define role of the
CAB

Send change details for
recommendation via
email link from
ServiceDesk Plus

Change Management in
SDP MSP

Customize what
you say

Automate notifications to
technicians when changes
are initiated or updated

Set mandatory rules for
closing Changes

CMDB in
ServiceDesk

Plus MSP

Press Start to scan
network for all
assets

Easy navigate
through Assets

CMDB in
ServiceDesk

Plus MSP

Detect all IT Assets
-

Hardware and Software

Unique Identifier to
track hardware

CMDB in
ServiceDesk

Plus MSP

Find relationships
between
assets/services

Find out who is
affected when a
service goes down

Integrated Asset Management

Easy scan of hardware and
software


without agents
(Windows and Linux)


Track all asset details


IT &
Non IT

incl. routers, switches,
printers etc.

Scanning Remote Networks

Tuesday, January 8, 2008

Install AE in remote network,

scan and export the data to central server and
manage them as if scanned from the NOC

Maintain All Asset Information

Ensure software
license compliance

Maintain all information of
inventory
-

Hardware and
Software

Purchase Management

Set multi levels of
approvals

Process, maintain &
track all assets to
POs

Contracts Management

Associate one contract to
single/multiple assets

Get alerts before the
contract expires

Attach Terms &
Conditions to each
contract

Knowledge
Base

Topics related
to Accounts

Groups/

topics
related to
Accounts

Knowledge Base to Requests

Search Knowledge
Base from Requests
itself

Add solutions directly
for request resolution

Rich HTML Editor
with support for
pictures

Self Service Portal

User gets to see all his
logged requests &
announcements made

User can search for
solutions in
Knowledge Base

Predefined
templates for easy
logging

Automation


Business Rules

Set rules to
automatically set
actions

Business Rules to
automate
dispatch

e.g. assign all
mails from HR
team to Jack
or/and Network
group

Automation
-

Notifications

Set notification
rules for
automating
responses

Customize what
you say

Automation


Preventive Maintenance

Schedule recurring
tasks

SLA Management

Manage SLAs

Multi levels of
escalation

Reports
-

Inbuilt

More than
100
inbuilt reports

Get reports on the
fly

Reports
-

Customized

Customize reports
on your own

Choose what you
want to see

Multiple options to
view reports

Reports


Query Report

Create your own
query for reports

Graphical
representation of
data structure

Use these
queries in Crystal
Reports

Reports
-

Schedule

Schedule Inbuilt or
Custom Reports

Supports multi
formats

Surveys

Measure your help
desk CSAT scores

Design surveys
easily

Automate the
process

Surveys

Easily add questions
for the survey

Define
satisfaction
levels

SDP
MSP &
Active Directory

Integrate with
Active Directory

Import users from
Active Directory

Schedule for import
regularly

Enable users/technicians
to login to SDP when
logging into Windows

Easy Web Interface

The
SDP MSP
Advantage

Different Editions

Suit your needs

Download & Try


Download your free trial edition at
www.servicedeskplusmsp.com


Contact us at
eval@manageengine.com

for
more information and support


Check out the live demonstration

Thank You

Arvind

ServiceDesk

Plus MSP
Team

arvind@zohocorp.com