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ServiceDesk Plus MSP

ServiceDesk Plus MSP. Product Overview. Why ServiceDesk Plus - MSP?. Capability of Managing Multiple Client’s in one Help Desk Stop Juggling with multiple tools and use the tool built to perfection in handling multiple clients. What is ServiceDesk Plus MSP?. Email Fetching in MSP.

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ServiceDesk Plus MSP

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  1. ServiceDeskPlus MSP Product Overview

  2. Why ServiceDesk Plus - MSP? • Capability of Managing Multiple Client’s in one Help Desk • Stop Juggling with multiple tools and use the tool built to perfection in handling multiple clients.

  3. What is ServiceDeskPlus MSP?

  4. Email Fetching in MSP Fetch Emails from multiple accounts and distribute it to their account queue automatically.

  5. Incident Management in SDP - MSP Account specific request forms Classify requests as incidents/new service requests Track follow ups and resolutions on a single screen

  6. Incident Management in SDP MSP Attach multiple incidents to a single problem/change Or associate to an existing problem/change Create a new problem/change

  7. Incident Management in SDP MSP Customize request templates Choose to show it to technicians and users

  8. Integrated Remote Control • Take control over the clients desktop in seconds • Remote control option across external networks

  9. Problem Management in SDP MSP Easy to add problem analysis, tasks & solutions Notify technicians of problem resolutions or announcements

  10. Problem Management in SDP MSP Customize what you say Automate notifications to technicians when problem actions are taken

  11. Problem Management in SDP MSP Add multiple tasks to implement a problem fix Set mandatory rules for closing problems

  12. Change Management in SDP MSP Manage all details related to change in a single location

  13. Change Management in SDP MSP Add tasks for implementation Associate problems and incidents CAB members need to recommend the change

  14. Change Management in SDP MSP Add members to the Change Advisory Board Define role of the CAB Send change details for recommendation via email link from ServiceDesk Plus

  15. Change Management in SDP MSP Customize what you say Automate notifications to technicians when changes are initiated or updated Set mandatory rules for closing Changes

  16. CMDB in ServiceDeskPlus MSP Press Start to scan network for all assets Easy navigate through Assets

  17. CMDB in ServiceDeskPlus MSP Unique Identifier to track hardware Detect all IT Assets - Hardware and Software

  18. CMDB in ServiceDeskPlus MSP Find relationships between assets/services Find out who is affected when a service goes down

  19. Integrated Asset Management Easy scan of hardware and software – without agents (Windows and Linux)‏ Track all asset details – IT & Non ITincl. routers, switches, printers etc.

  20. Scanning Remote Networks Install AE in remote network, scan and export the data to central server and manage them as if scanned from the NOC

  21. Maintain All Asset Information Maintain all information of inventory - Hardware and Software Ensure software license compliance

  22. Purchase Management Set multi levels of approvals Process, maintain & track all assets to POs

  23. Contracts Management Associate one contract to single/multiple assets Attach Terms & Conditions to each contract Get alerts before the contract expires

  24. Knowledge Base Groups/ topics related to Accounts Topics related to Accounts

  25. Knowledge Base to Requests Add solutions directly for request resolution Search Knowledge Base from Requests itself Rich HTML Editor with support for pictures

  26. Self Service Portal Predefined templates for easy logging User can search for solutions in Knowledge Base User gets to see all his logged requests & announcements made

  27. Automation – Business Rules Business Rules to automate dispatch e.g. assign all mails from HR team to Jack or/and Network group Set rules to automatically set actions

  28. Automation - Notifications Customize what you say Set notification rules for automating responses

  29. Automation – Preventive Maintenance Schedule recurring tasks

  30. SLA Management Multi levels of escalation Manage SLAs

  31. Reports - Inbuilt Get reports on the fly More than 100 inbuilt reports

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

  33. Reports – Query Report Create your own query for reports Graphical representation of data structure Use these queries in Crystal Reports

  34. Reports - Schedule Supports multi formats Schedule Inbuilt or Custom Reports

  35. Surveys Design surveys easily Measure your help desk CSAT scores Automate the process

  36. Surveys Easily add questions for the survey Define satisfaction levels

  37. SDP MSP & Active Directory Enable users/technicians to login to SDP when logging into Windows Integrate with Active Directory Import users from Active Directory Schedule for import regularly

  38. Easy Web Interface

  39. The SDP MSP Advantage

  40. Different Editions Suit your needs

  41. Download & Try • Download your free trial edition at www.servicedeskplusmsp.com • Contact us at eval@manageengine.comfor more information and support • Check out the live demonstration

  42. Thank You Arvind ServiceDeskPlus MSP Team arvind@zohocorp.com

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