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ServiceDesk Plus

ServiceDesk Plus. Product Overview Presented by ManageEngine. Are you looking for?. 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?

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ServiceDesk Plus

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  1. ServiceDesk Plus Product Overview Presented by ManageEngine

  2. Are you looking for? • 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 ServiceDesk Plus?

  4. Incident Management in SDP Set urgency & priority levels Classify requests as incidents/new service requests Track follow ups and resolutions on a single screen

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

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

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

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

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

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

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

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

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

  14. CMDB in ServiceDesk Plus Press Start to scan network for all assets Easy navigate through Assets

  15. CMDB in ServiceDesk Plus Unique Identifier to track hardware Detect all IT Assets - Hardware and Software

  16. CMDB in ServiceDesk Plus Find relationships between assets/services Find out who is affected when a service goes down

  17. 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.

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

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

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

  21. Knowledge Base Maintain categorized knowledge base Understand what users are searching for Search through KB for solutions

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

  23. 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

  24. 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

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

  26. Automation – Preventive Maintenance Schedule recurring tasks

  27. SLA Management Multi levels of escalation Manage SLAs

  28. Reports - Inbuilt Get reports on the fly More than 100 built-in reports

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

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

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

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

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

  34. SDP & 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

  35. Easy Web Interface

  36. The SDP Advantage

  37. Different Editions Suit your needs

  38. Download & Try • Download your free trial edition at www.servicedeskplus.com • Contact us at abri@itrtech.co.za for more information and support • Check out the live demonstration

  39. Thank You Abri van Tonder ServiceDesk Plus Team abri@itrtech.co.za 011 314 7533

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