ServiceDesk Plus Overview
Arvind Parthiban Sr. Product Marketer ServiceDesk Plus
ServiceDesk Plus
HelpDesk
Ticketing SLA Knowledge Base Discovery CMDB Software & license Mgmt Service Catalog Incident Mgmt Problem Mgmt Change Mgmt
Asset Mgmt
Completely Web Based
ITIL Processes
Working with ServiceDesk Plus
Users- Technician/Requester
Modes of Importing Users
Other User based functionalities
Active Directory CSV Import
Users are classified as Requesters &
LDAP Manual Addition
Technicians
User & Technician Grouping
Predefined & Custom Roles
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
Manuteno Preventiva
Ticket Automtico
Regras de Notificao
Regras de Negcio
SLA
1.Automatic Ticket dispatch
Round Robin
Distributes equally to all technician
Load Balancing
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
Site-based Configuration
Sites provide you with the flexibility of configuring various aspects in your site
Operational Hours Holidays Departments Users and User Groups Requests Business Rules Service Level Agreements Assets Reports
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
Windows Domain Scan Network Scan Agent Based Scanning Distributed Asset Scan Stand alone Scan Import From CSV
For Windows Machines only
For Windows, Linux, Mac Os & other IP Devices Ability to Scan a Range of IPs Light Weight Agent to scan Accurate Details
Scan remote networks and with an AE installation in the remote N/W Scan a workstation which is not in the N/w by running a script. Import from a excel or CSV file
CMDB Relationships
Find Relationship between Asset/Services
Find out who is affected when a Service goes down
Software Categories in ServiceDesk Plus
Managed
Categorize your software into different software types
Excluded Unidentified Prohibited Freeware Shareware
Software Licensing and Metering
Manage your software licenses as Individual or Enterprise license and track the software usage on each workstations
License Types supported
Individual Enterprise OEM Concurrent Node locked Volume CAL Occasionally Used Frequently Used Rarely Used
Metering
Software Compliance in ServiceDesk Plus
Under Licensed
Over Licensed
Compliant
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
Get Reports on the Fly
More than 100 inbuilt Reports
Customized Reports
Choose what you want to see Customize Reports on your own
Multiple options to view Reports
Query Reports
Create your own Query for Reports
Graphical Representation of Data Structure
Scheduling and Exporting Reports
Schedule Inbuilt or Custom Report Support Multiple Formats
Mobile Client for iPhone and PDAs
Editions and Pricing
All Purpose Help Desk Software IT Help Desk + Asset Management ITIL Ready Help Desk Software Professional Edition + Incident Mgmt. Service Catalog Problem Mgmt. Change Mgmt. CMDB
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 Starts at $995 / 2 Techs
Standard Edition Starts at $495 / 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
