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7/27/2019 ServiceDesk Overview
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ServiceDesk Plus Overview
Arvind Parthiban
Sr. Product Marketer ServiceDesk Plus
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ServiceDesk Plus
HelpDesk
Ticketing
SLA
Knowledge Base
AssetMgmt
Discovery
CMDB
Software &license Mgmt
ITILProcesses
Service Catalog Incident Mgmt
Problem Mgmt
Change Mgmt
CompletelyWeb Based
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Working with ServiceDesk Plus
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Users- Technician/Requester
Other User basedfunctionalities
ActiveDirectory
LDAP
CSVImport
Manual
Addition
Modes of ImportingUsers
Users are classifiedas Requesters &
Technicians
Predefined &Custom Roles
User &TechnicianGrouping
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Channels of Creating a ticket in ServiceDesk Plus
o Email
o Phone Call
o Self Service Portal
o Network Monitoring Tool Integration
oAPI Integration
oWeb Portal
o Email Command
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Automations
In
ServiceDesk Plus
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Automations
TicketAutomtico
Regras deNegcio
SLA
Regras deNotificao
Manuteno
Preventiva
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1.Automatic Ticket dispatch
Round Robin Load BalancingDistributes equally toall technician
Distributes based onthe technicians load
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2.Business Ruleso Allows you to
customizeworkflow
o Follows an Event /Condition / Action
modelo Automating
Dispatch withGroups andBusiness Rules
o Categorize yourFrequent occurringtickets.
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3.Service Level Agreement
o Four Levels ofProactiveEscalations
o Response basedEscalation
o Set up Rules
based on manyavailable criteria
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4.Notification Rules
o Requester/Technician basedNotification
o Alerts forIncident,Problem, Change& Asset mgmt
o Both SMS &Email Alerts
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Operational Hours
Holidays
Departments
Users and User Groups
Requests
Business Rules
Service Level Agreements
Assets
Reports
Site-based Configuration
Sites provide you with the flexibility of configuring various
aspects in your site
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Service CatalogIn
ServiceDesk Plus
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Service Catalogo Showcase all the offered
services like a MenuCard
o Configure Workflow for
each Service Category
o Set up Approval processspecific to each Service
Request
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Incident Mgmt
InServiceDesk Plus
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Incident Management
Reduction ofincidents improvesquality of service
Improve quality ofService by trackingSLA performances.
Improveproductivity with
efficient incidentworkflows
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Knowledge Base
Search Solutions with
simple keywords
Individual KnowledgeBase for Requesters &technicians
Approve eachsolutions on addition
Categorize the
solutions specific totopic.
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Problem Mgmt
InServiceDesk Plus
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Problem Management
Purpose
Eliminate Root cause
Avoid repetitiveIncidents
Engagement Rules
Multiple Incidents
Unknown Error
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Change Mgmt
In
ServiceDesk Plus
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Change Management
Purpose of Change
To ensure structured procedures are followed to implement all ITinfrastructure changes in a low risk and controlled manner.
Change Types
Changes can be classified based on their severity. We can customize thecolor 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 changeproceedings, both requesters & technicians can be part of CAB.
Change Manager
He is the key decision maker of the change request, who has theauthority to approve or reject a change.
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Asset Mgmt
In
ServiceDesk Plus
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Asset Management
OperatingSystems
Windows
Mac Linux
Unix
Windows
Mac Linux
Unix
IP Devices
Printer
Switches Router
AccessPoints &
more
Printer
Switches Router
AccessPoints &
more
Software
List of all s/w
SoftwareLicensing
SoftwareUsage
List of all s/w
SoftwareLicensing
SoftwareUsage
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Modes of Asset Discovery
For Windows Machines only
Windows Domain Scan
For Windows, Linux, Mac Os & other IP Devices
Ability to Scan a Range of IPsNetwork Scan
Light Weight Agent to scan Accurate Details
Agent Based Scanning
Scan remote networks and with an AE installationin the remote N/WDistributed Asset Scan
Scan a workstation which is not in the N/w byrunning a script.Stand alone Scan
Import from a excel or CSV fileImport From CSV
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CMDB Relationships
Find Relationshipbetween
Asset/Services
Find out who isaffected when aService goes down
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Software Categories in ServiceDesk Plus
Managed
Excluded
Unidentified
Prohibited
Freeware
Shareware
Categorize your software
into different softwaretypes
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Software Licensing and Metering
License Types supported Metering
RarelyUsed
OccasionallyUsed
FrequentlyUsed
Manage your software licenses as Individual orEnterprise license and track the software usage on eachworkstations
Individual
Enterprise
OEM
Concurrent
Node locked
Volume
CAL
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Software Compliance in ServiceDesk Plus
Compliant
OverLicensed
UnderLicensed
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Purchase Order lifecycle
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Contract Management
Maintenance Contract
Create andTrack
Contract
with yourVendors
AttachedScannedCopies of
the ActualContract
TimelyRemindersfor
Renewing
theContracts
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Other key features
Robo technician Auto password Reset tool
API Integration
Mobile Client
Survey
Flash Reports
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In-built Reports
More than 100 canned reports in all possible
modules and categories
More than 100 inbuiltReports
Get Reports on the Fly
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Customized Reports
Customize Reports on
your own
Choose what you wantto see
Multiple options to
view Reports
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Query Reports
GraphicalRepresentation of Data
Structure
Create your own Query
for Reports
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Scheduling and Exporting Reports
Schedule Inbuilt orCustom Report
Support Multiple
Formats
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Mobile Client for iPhone and PDAs
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Editions and Pricing
Trouble Ticketing
Multi Site Support Self-Service Portal SLA Management Business Rules Reports
Standard Edition +
Asset & InventoryManagementSoftware AssetManagement Purchase Mgmt. Contract Mgmt.
Software LicenseCompliance
Professional Edition +
Incident Mgmt.Service Catalog Problem Mgmt. Change Mgmt. CMDB
All Purpose Help DeskSoftware
IT Help Desk + AssetManagement
ITIL Ready Help DeskSoftware
Standard EditionStarts at $495 / 2 Techs
Professional EditionStarts at $995 / 2 Techs
Enterprise EditionStarts at $2995 / 5 Techs
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ServiceDesk Plus Advantage
No Modules Integrated.
Out of the box ITIL Implementation in lessthan 5 Days
Almost all the major features of the Big 4
And Of Course, the price
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The Elite List
And few thousands more
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Thank You
Website http://ww.servicedeskplus.com
For Technical Queries
+1 925 965 5300
Other Queries