servicedesk overview

7/27/2019 ServiceDesk Overview

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ServiceDesk Plus Overview

Arvind Parthiban

Sr. Product Marketer ServiceDesk Plus


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ServiceDesk Plus

HelpDesk

Ticketing

SLA

Knowledge Base

AssetMgmt

Discovery

CMDB

Software &license Mgmt

ITILProcesses

Service Catalog Incident Mgmt

Problem Mgmt

Change Mgmt

CompletelyWeb Based


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Working with ServiceDesk Plus


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Users- Technician/Requester

Other User basedfunctionalities

ActiveDirectory

LDAP

CSVImport

Manual

Addition

Modes of ImportingUsers

Users are classifiedas Requesters &

Technicians

Predefined &Custom Roles

User &TechnicianGrouping


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Channels of Creating a ticket in ServiceDesk Plus

o Email

o Phone Call

o Self Service Portal

o Network Monitoring Tool Integration

oAPI Integration

oWeb Portal

o Email Command


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Automations

In

ServiceDesk Plus


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Automations

TicketAutomtico

Regras deNegcio

SLA

Regras deNotificao

Manuteno

Preventiva


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1.Automatic Ticket dispatch

Round Robin Load BalancingDistributes equally toall technician

Distributes based onthe technicians load


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2.Business Ruleso Allows you to

customizeworkflow

o Follows an Event /Condition / Action

modelo Automating

Dispatch withGroups andBusiness Rules

o Categorize yourFrequent occurringtickets.


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3.Service Level Agreement

o Four Levels ofProactiveEscalations

o Response basedEscalation

o Set up Rules

based on manyavailable criteria


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4.Notification Rules

o Requester/Technician basedNotification

o Alerts forIncident,Problem, Change& Asset mgmt

o Both SMS &Email Alerts


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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


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Service CatalogIn

ServiceDesk Plus


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Service Catalogo Showcase all the offered

services like a MenuCard

o Configure Workflow for

each Service Category

o Set up Approval processspecific to each Service

Request


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Incident Mgmt

InServiceDesk Plus


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Incident Management

Reduction ofincidents improvesquality of service

Improve quality ofService by trackingSLA performances.

Improveproductivity with

efficient incidentworkflows


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Knowledge Base

Search Solutions with

simple keywords

Individual KnowledgeBase for Requesters &technicians

Approve eachsolutions on addition

Categorize the

solutions specific totopic.


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Problem Mgmt

InServiceDesk Plus


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Problem Management

Purpose

Eliminate Root cause

Avoid repetitiveIncidents

Engagement Rules

Multiple Incidents

Unknown Error


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Change Mgmt

In

ServiceDesk Plus


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Change Management

Purpose of Change

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

Change Types

Changes can be classified based on their severity. We can customize thecolor 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 changeproceedings, both requesters & technicians can be part of CAB.

Change Manager

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


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Asset Mgmt

In

ServiceDesk Plus


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Asset Management

OperatingSystems

Windows

Mac Linux

Unix

Windows

Mac Linux

Unix

IP Devices

Printer

Switches Router

AccessPoints &

more

Printer

Switches Router

AccessPoints &

more

Software

List of all s/w

SoftwareLicensing

SoftwareUsage

List of all s/w

SoftwareLicensing

SoftwareUsage


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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 IPsNetwork Scan

Light Weight Agent to scan Accurate Details

Agent Based Scanning

Scan remote networks and with an AE installationin the remote N/WDistributed Asset Scan

Scan a workstation which is not in the N/w byrunning a script.Stand alone Scan

Import from a excel or CSV fileImport From CSV


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CMDB Relationships

Find Relationshipbetween

Asset/Services

Find out who isaffected when aService goes down


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Software Categories in ServiceDesk Plus

Managed

Excluded

Unidentified

Prohibited

Freeware

Shareware

Categorize your software

into different softwaretypes


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Software Licensing and Metering

License Types supported Metering

RarelyUsed

OccasionallyUsed

FrequentlyUsed

Manage your software licenses as Individual orEnterprise license and track the software usage on eachworkstations

Individual

Enterprise

OEM

Concurrent

Node locked

Volume

CAL


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Software Compliance in ServiceDesk Plus

Compliant

OverLicensed

UnderLicensed


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Purchase Order lifecycle


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Contract Management

Maintenance Contract

Create andTrack

Contract

with yourVendors

AttachedScannedCopies of

the ActualContract

TimelyRemindersfor

Renewing

theContracts


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Other key features

Robo technician Auto password Reset tool

API Integration

Mobile Client

Survey

Flash Reports


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In-built Reports

More than 100 canned reports in all possible

modules and categories

More than 100 inbuiltReports

Get Reports on the Fly


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Customized Reports

Customize Reports on

your own

Choose what you wantto see

Multiple options to

view Reports


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Query Reports

GraphicalRepresentation of Data

Structure

Create your own Query

for Reports


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Scheduling and Exporting Reports

Schedule Inbuilt orCustom Report

Support Multiple

Formats


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Mobile Client for iPhone and PDAs


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Editions and Pricing

Trouble Ticketing

Multi Site Support Self-Service Portal SLA Management Business Rules Reports

Standard Edition +

Asset & InventoryManagementSoftware AssetManagement Purchase Mgmt. Contract Mgmt.

Software LicenseCompliance

Professional Edition +

Incident Mgmt.Service Catalog Problem Mgmt. Change Mgmt. CMDB

All Purpose Help DeskSoftware

IT Help Desk + AssetManagement

ITIL Ready Help DeskSoftware

Standard EditionStarts at $495 / 2 Techs

Professional EditionStarts at $995 / 2 Techs

Enterprise EditionStarts at $2995 / 5 Techs


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ServiceDesk Plus Advantage

No Modules Integrated.

Out of the box ITIL Implementation in lessthan 5 Days

Almost all the major features of the Big 4

And Of Course, the price


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The Elite List

And few thousands more


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Thank You

Website http://ww.servicedeskplus.com

For Technical Queries

[email protected]

+1 925 965 5300

Other Queries

[email protected]

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