servicedesk plus overview presentation
TRANSCRIPT
IT Management, SimplifiedReal-time IT management solutions for the new speed of business
ServiceDesk Plus
OVERVIEW
Agenda
ManageEngine
Why ITSM?
ITSM Implementation Challenges
ServiceDesk Plus in Numbers
Key Features
Integrations
Pricing
Customer Deployments
ServiceDesk Plus FREE Edition
Applications for Business, Collaboration,
and Productivity
Enterprise IT Management
Solutions
Network Management
Framework
(Est. 2005)(Est. 2002)
(Est. 1996)
ManageEngine Is the Enterprise IT Management Division of ZOHO Corporation
Privately held and profitable since inception
(Est. 1996)
IT Service Management
Solution Portfolio
ServiceDesk PlusITIL-Ready Help Desk Software with Asset and Project Management
AssetExplorerIT Asset Life Cycle Management Software
SupportCenter PlusCustomer Support and Help Desk Management Software
Social IT PlusPrivate Social Network for IT
7 Reasons Why Your Organization Needs ITSM
• Reduce cost of your IT service delivery• Increase customer satisfaction • Reduce risks and downtime • Increase operational efficiency and ensure
business continuity • Be legally compliant • Have better control over your IT operations• Help your organization deal with transitions
smoothly
ITSM Implementation Challenges
NOT Optimalice Management tools are either inadequate or too complex slowing down any ITSM initiative
ITSM initiatives may require external consultants who have limited knowledge of the existing business concepts, methods, tools, services, and the structure of service desk groups
Lack of support from top management for ITSM projects results in shortage of resources. This in turn leads to inefficient processes and tools.
Service Management tools are either inadequate or too complex and slow for any ITSM initiative
NOT Tailoredice Management tools are either inadequate or too complex slowing down any ITSM initiative
NO
Resources
Here is how ServiceDesk Plus
helps ease the pain and ensures help
desk success
Easy learning curve for IT staff and end users. Low time to market.
Enterprise features & SMB affordable. Free download. 30-day free trial. No questions asked.
Highly customizable right from the user interface. No coding skills required.
Scalable for organizations with different process maturities
Industry Best Practices Out of the box
Wide accessibility on a wide variety of platforms and with native appsAvailable as on-premise and SaaS models
ServiceDesk Plus Statistics
- 10 years in the ITSM industry
- 125,000 deployments in over
100,000 organizations
- Used by 750,000 IT technicians in
186 countries
- Available in 29 languages
On-Premise On-Demand Managed Service Provider
• Single downloadable file• Host within your IT
infrastructure• Quick installation and high
degree of control over your help desk
• Direct control over data and security
• Instant signup - requires only a browser and an internet connection
• Automatic bug fixes and patch upgrades
• We host the application for you
• Proven security and privacy
• Handle multiple customer accounts using a single help desk
• Flexible billing module• Computer telephony
integration
Versions
• Native Android and iOS mobile apps
• Customized for both end users and technicians
• Raise, track, and resolve tickets on the fly
• Get instant notification alerts on ticket updates anytime and anywhere
• Monitor your help desk performance using mobile dashboards
Go Mobile
Available in 3 Editions
Here is how Disney grew with us
Technician count
20
395
2005 2015
ServiceDesk
Plus in 10 Years
Customers since inception active until
today 58
Active customers who renewed every year
23
KEY FEATURES
Incident Management
Manage the complete life cycle of incidents with powerful SLAs, built-in automations, and customizable workflows.
Pin Incidents to theRight Techniciansto EnsureAccountability
• Dynamically assign tickets based on predefined business logic like technician auto assign and business rules to ensure accountability
• Provide greater visibility to end users through the self-service portal and enable them to track tickets or check the progress of the tickets
Save Time andEffort withSmart Automations
• Automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules/alerts, and preventive maintenance for timely ticket resolution
GainKnowledgewith a built-inKnowledge Base
• A well-structured, easy, and efficient to use knowledge base helps technicians to quickly resolve incidents and acts as a self help system for end users
• Approval workflows for article submission
• Define ticket response and ticket resolution times to manage the tickets
• Define rules for closing tickets
• Escalate when SLAs are breached
Ensure TimelyResolution ofIncidents
Link Incidents to Problems Then and There
• Associate all related incidents to a problem and close all the incidents when the problem is closed
Business Rules Setup
Business Rules Notification
SLA Configuration
SLA Escalation
Technician Auto Assign
Requests List View
Request Resolution
Custom Views
Linking Requests
Knowledge Base
Create a centralized repository of knowledge base solutions. Provide role-based access permissions, approval workflows, topic-wise browsing, and keyword search option in the self-service portal.
•Build a comprehensive, searchable, and easily accessible knowledge base for technicians and end users that consists of workarounds and resolutions
•Take advantage of the rich text editor, attach files, tag keywords, and organize under configurable topics after review and approval
• Say goodbye to lengthy calls. Give faster response and resolution for tickets to improve first call rate and to reduce escalations.
• Capture knowledge for future use and to reduce training time
Solve Incidents Quicker and Better
Organize Your Knowledge Base
Reduce Calls to Your Help Desk
• Enable end users to access knowledge base solutions in the self-service portal
• Provide accurate search capability for quicker access
• Help end users to solve their
own issues so that the technicians can be free to handle other issues
Knowledge Base
Service Catalog
Showcase the range of IT services offered, configure category-specific workflows, set up approval processes, and determine service level agreements to provide outstanding service to your end users.
• Automatically assign SLAs, configure workflows, define approval process, set task dependencies, and facilitate complete request fulfillment
• Showcase the right services to end users based on their roles and relevance
Improve IT Visibility Boost Productivity with Automation Workflows
Optimize Service Delivery
• Enable the 5-stage approval process, and trigger approval notifications automatically when a service request is raised
Configure IT and Business Services
Service Catalog - Workflow
Self-Service Portal
Provide a simple and easy-to-use web interface for your end users to choose new services and track the services to closure. Publish announcements and enable access to knowledge articles to empower your end users.
•Publish your service catalog to end users and enable access to custom templates during ticket creation
•Keep end users updated on ticket progress and approvals through automated notifications
• Keep end users informed of any outage or planned maintenance through company wide or user specific announcements
Ensure Streamlined Communication
Provide Visibility on Operations
Deflect Tickets from the Service Desk
• Help your end users to self-solve simple and repetitive incidents by accessing relevant solutions in the knowledge base
• Remove search overheads with intelligent auto suggestion of solutions during ticket creation
Self-Service Portal - Dashboard
Self-Service Portal - Request list
Self-Service Portal - Choose from Offered Services
Problem Management
Analyze the root cause of incidents and provide temporary workarounds or permanent fixes to reduce recurring incidents.
Minimize the Severity of Incidents
• Identify the root cause of incidents and prevent your IT team from tackling recurring incidents caused by a single problem
• Reduce errors and prevent recurrence of incidents related to these errors
Proactively Nail Underlying Issues in Your IT
Experience Integrated Problem Management Process
Reduce Service Desk Burden
• Work in tandem with other processes like incident management, change management, asset management, and CMDB
• Reduce outages, improve service desk resolution times, improve customer satisfaction, and reduce costs
• Enable end users to search for known-error records in the self-service portal eliminating the need to create incidents
Problem Details View
Problem Analysis
Change Management
Configure separate workflows for different types of changes and implement them with zero impact and risk. Customize your change management process by defining change parameters such as change types, roles, stages, and templates.
Manage Changes with Precision
Make Informed Decisions
• Log and track changes at every step of the cycle and reduce the adverse impact of changes
• Improve visibility and communication to IT and business stakeholders with automated workflows and notifications
• Make informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB)
• Improve productivity and ensure that there are lesser disruptions to deliver high quality service
Streamline Planning, Approval, and Implementation
Reduce Unauthorized, Failed, and Emergency Changes
• Plan your changes extensively using the impact, rollout, backout, and checklist options
• Have a systematic workflow with approvals at every stage right from submission to reviewing and closing a change. That way, nothing is missed out.
• Streamline your approval process at every stage
• Carry out proper risk analysis before implementation while taking care of potential glitches
Change Calendar
Change Planning
Add Change Advisory Board Members
Make Announcements About Changes
Project Management
Manage IT projects better by breaking them down into milestones and tasks. Track resource utilization using color coded Gantt charts.
• Manage requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently
• Manage projects by creating milestones and further divide each milestone into different tasks
• Gauge the progress of your IT projects and manage your resources better to deliver on time
Steer Your IT Projects to Success
Break down Projects into Milestones & Tasks
• Set roles and provide access permissions to the members involved in a particular project
• Define what every technician can access in a specific project based on their roles
Get a visual timeline from start to finish of each task, show the progress of the individual tasks, track the utilization of your resources and task relationships to monitor the overall progress of the project using color coded Gantt charts
Specify Access Control
Track Progress with Gantt Charts
Project Details
Gantt View
Manage Resources
Tasks
Milestones
Asset and CMDB
Discover and maintain an accurate inventory of all IT assets in one place. Draw CI relationship maps using a simplified drag and drop interface to have a bird's eye view of your IT infrastructure.
Map Relationships for Impact Analysis
• Scan all your windows, non-windows, and network devices in your help desk with simple scanning techniques
• Get all information like hardware specification, software installed, scan history, and asset states in a single pane of glass
Discover, Track, and Manage IT Assets in One Place
Manage Software and Ensure Compliance
• Monitor all your software details, usage (unused, rarely used etc), license types, license agreements, compliance status, and agreement expiry with the software dashboards
• Put your IT budgets to effective use by cutting down costs on the rarely used, and unused licenses
• Build parent-child hierarchy based relationships between assets with the pre-defined CI types and relationship types
• Define custom CI types and map the relationship between each CI in your network for an easy impact analysis
Configure CI Types
Configure Product Types
Configure Asset StatesClassify Assets
Hardware Dashboard
Software Dashboard
CMDB - Relationship Map
Pin problematic assets to requests
Pin problematic assets to problems
Pin problematic assets to changes
View History of Associated Incidents, Problems, and Changes
Scanned Software
Software License
Purchase and Contracts
Track and manage your IT purchases from creation of purchase orders to receipt of items. Maintain IT contracts in a single place and set up email notifications to renew them before expiry.
• Automate your supplier interactions and IT purchasing functions with full traceability and visibility
• Maintain master records for various vendors and track purchases from ordering to receipt to invoicing
• Reduce delays and cut unnecessary spending
• Track IT hardware and software contracts to improve compliance
• Associate assets and get proactively notified of contract expiry
Regulate IT Purchases
Never Miss a Contract Renewal
Purchase Order Life Cycle Management
Purchase Order Details
Contract Details
Reporting
Choose from over 150+ canned reports or create custom reports. Schedule and generate reports at desired time intervals in standard industry formats and share them to drive effective help desk decisions.
• Generate over 150+ built-in reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase
• Mine data and derive actionable insight easily with one click 'out of the box' reports and custom reports from the GUI
Derive Reports Across Modules
Quick Access to Relevant Metrics Right from Dashboard
• Use real time dashboards to accurately reflect the health of the service desk
• Create relevant custom reports and add them to your dashboard
• Place restrictions to add, delete, or modify data
• Create private folders and share reports only to people that matter
Easy Understanding of Trends for Strategic Planning
• Access simple and easy interpretable time charts
• Take strategic decisions based on the current trend of your help desk performance
Ensure Access Control
Dashboard
Database Schema
Build Custom Reports
Reports - Open Requests by Technicians
Integrations
ServiceDesk Plus integrates seamlessly with other ManageEngine and Zoho products to deliver a full-fledged ITSM experience.
• Allow end users to reset passwords, unlock accounts, and update personal details by themselves in Microsoft Windows Active Directory using the ADSelfServicePlus integration. This helps in reducing a major chunck of tickets to the service desk.
• Trigger automatic software deployments and enable mobile Device Management capabilities like pushing profiles, configuring Wifi, VPN, and email settings on mobile devices using the ME Desktop Central integration
Empower Your End Users with Self Service Password Resets
Automated Software Deployments to Improve Help Desk Efficiency
• Using the API level OpManager integration, define triggers or alarms for network-related issues to automatically create an incident in ServiceDesk Plus or close incidents when normalcy is restored
• Automate the process of categorizing, prioritizing, and assigning the incidents to appropriate technicians
• Gain business critical insights with the advanced analytics offered by the Zoho Reports integration
• Generate advanced reports from the GUI for effective decision making
Reduce Downtime with the Right Network Intelligence
Advanced Service Desk Analytics to Support Decision Making
Pricing
Flexibility to downgrade or upgrade license
Transparent pricing modelhttps://store.manageengine.com/service-desk Same pricing for installed and cloud versions
Standard edition is completely free without any restrictions on the number of technicians or end users
AMS for standard edition is 30$/tech/year
Pricing based on no of technicians and nodes
Annual/Monthly subscription & perpetual license
Free AMS for Professional and Enterprise edition
Sold directly & through partners
CUSTOMER DEPLOYMENTS
• 6,000 travel agents and employees • 60 support groups• 1,000+ tickets every day
Travel Leaders Group leverages ServiceDesk Plus to support traditional IT help desk functions as a mainstay.
ServiceDesk Plus also supports many other support departments beyond IT.
The ticketing department receives more than 1,000 tickets every day.
ServiceDesk Plus captures all airline ticket requests and helps document and process the receipts.
Travel Leaders Group
The human resources department leverages ServiceDesk Plus to capture any type of request employees have related to the HR department.
The procurement department captures and processes all requests for new purchases.
The finance department manages invoicing, processing, and other miscellaneous accounting requests.
Travel Leaders Group
ServiceDesk Plus continues to be a proven enterprise solution for multiple support departments throughout Travel Leaders Group . The application has proven itself through its versatility and process-driven methodology to play a valuable role within our support structure. The application is able to support not only IT-related technologies but is ingrained within our travel support departments as well.
Greg Bodinsenior IT directorTravel Leaders Group
• 2,700 employees and partners
• 11 global offices in Australia, United Kingdom, Latin America, France, China, Japan, Netherlands, The United States, Melbourne, Singapore, Bangalore
• 120 IT staff across 3 different sites (Europe, US, and Asia)
Manhattan Associates
Manhattan Associates
ServiceDesk Plus has been a great decision both functionally and financially. It was quick, easy to deploy, scalable, and provided global visibility with all the processes designed to be 'as global as possible' a good fit for a global organization such as ours
James Arnoldservice desk managerManhattan Associates
The Lync global deployment project in 2014
Soon after the deployment, the service desk got slammed with an influx of calls as some of the company’s devices did not receive the Lync package due to defective machines, remote users, and other reasons.
How did ServiceDesk Plus help?
• Accurate categorization • Separate work buckets • Prevented recurring incidents • Prioritizes the Lync tickets • Automatically routed the tickets • Input the solutions into a knowledge base • Greatly improved the clarity and granularity of the
report data
ServiceDesk Plus Free Standard Edition
• First in the industry to offer free help desk, launched in March 2014
• ServiceDesk Plus Standard edition with full
fledged incident and knowledge management
• No restriction on the number of technicians, end users, or tickets
• Optional support fee at $30 per tech per year
• 20,000 licenses worth $25 million distributed
This software has really changed the way we perform customer service at our institution. Manage Engine is really easy to use so our goal for getting
people to use the system has become more attainable.
Chris Joyner, user support manager, University of North Carolina, Asheville
We're really enjoying using ServiceDesk Plus. it's really helped us nail our ITIL processes down harder, enabled
far more accurate reporting, and the technicians get a lot more out of it than our old help desk. They're also really
loving the app - they spend a lot of time not at their desks due to the way our business works, so to be able to manage their tickets and get push notifications when roaming around
is fantastic." Tom Peach-Geraghty
Tom Peach-GeraghtyIT manager, National Ice Centre & Capital FM Arena, Nottingham
