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ServiceDesk Plus Product Overview
ServiceDesk Plus is a help desk application that provides incident management, problem management, change management, asset management, knowledge base, and self-service portal capabilities. It allows users to log incidents, track resolutions, associate problems and changes. The CMDB scans for IT assets. Additional features include purchase management, contracts management, surveys, automation, reports, and Active Directory integration. It is available in different editions to suit various needs.
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ServiceDesk Plus Product Overview
- 1. ServiceDesk Plus ProductOverview Presented by ManageEngine
- 2. Are you lookingfor? A help desk application? A single package for all your service desk needs? Understand what value ServiceDesk Plus can offer? How you can improve your help desk productivity? The right tool for your technical support requirements?
- 3. What is ServiceDeskPlus?
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- 5. Incident Management inSDP Classify requests as incidents/new service requests Set urgency & priority levels Track follow ups and resolutions on a single screen
- 6. Incident Management inSDP Attach multiple incidents to a single problem/change Create a new problem/change Or associate to an existing problem/change
- 7. Incident Management inSDP Customize request templates Choose to show it to technicians and users
- 8. Problem Management inSDP Easy to add problem analysis, tasks & solutions Notify technicians of problem resolutions or announcements
- 9. Problem Management inSDP Customize what you say Automate notifications to technicians when problem actions are taken
- 10. Problem Management inSDP Add multiple tasks to implement a problem fix Set mandatory rules for closing problems
- 11. Change Management inSDP Manage all details related to change in a single location
- 12. Change Management inSDP Associate problems and incidents Add tasks for implementation CAB members need to recommend the change
- 13. Change Management inSDP Add members to the Change Advisory Board Define role of the CAB Send change details for recommendation via email link from ServiceDesk Plus
- 14. Change Management inSDP Customize what you say Automate notifications to technicians when changes are initiated or updated Set mandatory rules for closing Changes
- 15. CMDB in ServiceDeskPlus Press Start to scan network for all assets Easy navigate through Assets
- 16. CMDB in ServiceDeskPlus Detect all IT Assets - Hardware and Software Unique Identifier to track hardware
- 17. CMDB in ServiceDeskPlus Find relationships between assets/services Find out who is affected when a service goes down
- 18. Integrated Asset ManagementEasy scan of hardware and software – without agents (Windows and Linux) Track all asset details – IT & Non IT incl. routers, switches, printers etc.
- 19. Maintain All AssetInformation Ensure software license compliance Maintain all information of inventory - Hardware and Software
- 20. Purchase Management Setmulti levels of approvals Process, maintain & track all assets to POs
- 21. Contracts Management Associateone contract to single/multiple assets Get alerts before the contract expires Attach Terms & Conditions to each contract
- 22. Knowledge Base Maintaincategorized knowledge base Search through KB for solutions Understand what users are searching for
- 23. Knowledge Base toRequests Search Knowledge Base from Requests itself Add solutions directly for request resolution Rich HTML Editor with support for pictures
- 24. Self Service PortalUser gets to see all his logged requests & announcements made User can search for solutions in Knowledge Base Predefined templates for easy logging
- 25. Automation – BusinessRules 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
- 26. Automation - NotificationsSet notification rules for automating responses Customize what you say
- 27. Automation – PreventiveMaintenance Schedule recurring tasks
- 28. SLA Management ManageSLAs Multi levels of escalation
- 29. Reports - InbuiltMore than 100 built-in reports Get reports on the fly
- 30. Reports - CustomizedCustomize reports on your own Choose what you want to see Multiple options to view reports
- 31. Reports – QueryReport Create your own query for reports Graphical representation of data structure Use these queries in Crystal Reports
- 32. Reports - ScheduleSchedule Inbuilt or Custom Reports Supports multi formats
- 33. Surveys Measure yourhelp desk CSAT scores Design surveys easily Automate the process
- 34. Surveys Easily addquestions for the survey Define satisfaction levels
- 35. SDP & ActiveDirectory Integrate with Active Directory Import users from Active Directory Schedule for import regularly Enable users/technicians to login to SDP when logging into Windows
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- 38. Different Editions Suityour needs
- 39. Download & TryDownload your free trial edition at www.servicedeskplus.com Contact us at [email_address] for more information and support Check out the live demonstration
- 40. Thank You Abrivan Tonder ServiceDesk Plus Team [email_address] 011 314 7533