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ServiceDesk Plus Overview

ServiceDesk Plus Overview. Arvind Parthiban Sr. Product Marketer – ServiceDesk Plus. ServiceDesk Plus. Completely Web Based. Working with ServiceDesk Plus. Users- Technician/Requester. Other User based functionalities. Modes of Importing Users.

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ServiceDesk Plus Overview

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  1. ServiceDesk Plus Overview Arvind Parthiban Sr. Product Marketer – ServiceDesk Plus

  2. ServiceDesk Plus Completely Web Based

  3. Working with ServiceDesk Plus

  4. Users- Technician/Requester Other User based functionalities Modes of Importing Users

  5. Channels of Creating a ticket in ServiceDesk Plus • Email • Phone Call • Self Service Portal • Network Monitoring Tool Integration • API Integration • Web Portal • Email Command

  6. Automations In ServiceDesk Plus

  7. Automations

  8. 1.Automatic Ticket dispatch Round Robin Load Balancing Distributes equally to all technician Distributes based on the technicians load

  9. 2.Business Rules • Allows you to customize workflow • Follows an Event / Condition / Action model • Automating Dispatch with Groups and Business Rules • Categorize your Frequent occurring tickets.

  10. 3.Service Level Agreement • Four Levels of Proactive Escalations • Response based Escalation • Set up Rules based on many available criteria

  11. 4.Notification Rules • Requester/ Technician based Notification • Alerts for Incident, Problem, Change & Asset mgmt • Both SMS & Email Alerts

  12. Site-based Configuration Sites provide you with the flexibility of configuring various aspects in your site

  13. Service CatalogIn ServiceDesk Plus

  14. Service Catalog • Showcase all the offered services like a Menu Card • Configure Workflow for each Service Category • Set up Approval process specific to each Service Request

  15. Incident Mgmt In ServiceDesk Plus

  16. Incident Management • Reduction of incidents improves quality of service • Improve quality of Service by tracking SLA performances. • Improve productivity with efficient incident workflows

  17. Knowledge Base • Search Solutions with simple keywords • Individual Knowledge Base for Requesters & technicians • Approve each solutions on addition • Categorize the solutions specific to topic.

  18. Problem Mgmt In ServiceDesk Plus

  19. Problem Management Purpose • Eliminate Root cause • Avoid repetitive Incidents Engagement Rules • Multiple Incidents • Unknown Error

  20. Change MgmtIn ServiceDesk Plus

  21. Change Management

  22. Asset MgmtIn ServiceDesk Plus

  23. Asset Management

  24. Modes of Asset Discovery

  25. CMDB Relationships Find Relationship between Asset/Services Find out who is affected when a Service goes down

  26. Software Categories in ServiceDesk Plus Categorize your software into different software types

  27. Software Licensing and Metering Manage your software licenses as Individual or Enterprise license and track the software usage on each workstations License Types supported Metering

  28. Software Compliance in ServiceDesk Plus

  29. Purchase Order lifecycle

  30. Contract Management

  31. Other key features • Robo technician – Auto password Reset tool • API Integration • Mobile Client • Survey • Flash Reports

  32. In-built Reports More than 100 canned reports in all possible modules and categories Get Reports on the Fly More than 100 inbuilt Reports

  33. Customized Reports Choose what you want to see Customize Reports on your own Multiple options to view Reports

  34. Query Reports Create your own Query for Reports Graphical Representation of Data Structure

  35. Scheduling and Exporting Reports Schedule Inbuilt or Custom Report Support Multiple Formats

  36. Mobile Client for iPhone and PDAs

  37. Editions and Pricing • Trouble Ticketing • Multi –Site Support • Self-Service Portal • SLA Management • Business Rules • Reports • Professional Edition + • Incident Mgmt. • Service Catalog • Problem Mgmt. • Change Mgmt. • CMDB • Standard Edition + • Asset & Inventory Management • Software Asset Management • Purchase Mgmt. • Contract Mgmt. • Software License Compliance All Purpose Help Desk Software IT Help Desk + Asset Management ITIL Ready Help Desk Software Standard Edition Starts at $495 / 2 Techs Enterprise Edition Starts at $2995 / 5 Techs Professional Edition Starts at $995 / 2 Techs

  38. ServiceDesk Plus Advantage

  39. The Elite List And few thousands more…

  40. Thank You • Website – http://ww.servicedeskplus.com • For Technical Queries support@servicedeskplus.com +1 925 965 5300 • Other Queries arvind@servicedeskplus.com

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