ServiceDesk Plus Overview
Arvind Parthiban
Sr. Product Marketer – ServiceDesk Plus
ServiceDesk Plus
HelpDesk
• Ticketing
• SLA
• Knowledge Base
• Discovery
• CMDB
• Software &
license Mgmt
Asset
Mgmt
Completely
Web Based
ITIL
Processes
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Service Catalog
Incident Mgmt
Problem Mgmt
Change Mgmt
Working with ServiceDesk Plus
Users- Technician/Requester
Modes of Importing
Users
Active
Directory
CSV
Import
Other User based
functionalities
Users are classified
as Requesters &
LDAP
Manual
Addition
Technicians
User &
Technician
Grouping
Predefined &
Custom Roles
Channels of Creating a ticket in ServiceDesk Plus
o Email
o Phone Call
o Self Service Portal
o Network Monitoring Tool Integration
o API Integration
o Web Portal
o Email Command
Automations
In
ServiceDesk Plus
Automations
Preventive
Maintenance
Automatic
Ticket
Dispatch
Notification
Rules
Business
Rules
Service
Level
Agreement
1.Automatic Ticket dispatch
Round Robin
Distributes equally to
all technician
Load Balancing
Distributes based on
the technicians load
2.Business Rules
o Allows you to
customize
workflow
o Follows an Event /
Condition / Action
model
o Automating
Dispatch with
Groups and
Business Rules
o Categorize your
Frequent occurring
tickets.
3.Service Level Agreement
o Four Levels of
Proactive
Escalations
o Response based
Escalation
o Set up Rules
based on many
available criteria
4.Notification Rules
o Requester/
Technician based
Notification
o Alerts for
Incident,
Problem, Change
& Asset mgmt
o Both SMS &
Email Alerts
Site-based Configuration
Sites provide you with the flexibility of configuring various
aspects in your site
Operational Hours
Holidays
Departments
Users and User Groups
Requests
Business Rules
Service Level Agreements
Assets
Reports
Service Catalog
In
ServiceDesk Plus
Service Catalog
o Showcase all the offered
services like a Menu
Card
o Configure Workflow for
each Service Category
o Set up Approval process
specific to each Service
Request
Incident Mgmt
In
ServiceDesk Plus
Incident Management
• Reduction of
incidents improves
quality of service
• Improve quality of
Service by tracking
SLA performances.
• Improve
productivity with
efficient incident
workflows
Knowledge Base
• Search Solutions with
simple keywords
• Individual Knowledge
Base for Requesters &
technicians
• Approve each
solutions on addition
• Categorize the
solutions specific to
topic.
Problem Mgmt
In
ServiceDesk Plus
Problem Management
Purpose
• Eliminate Root cause
• Avoid repetitive
Incidents
Engagement Rules
• Multiple Incidents
• Unknown Error
Change Mgmt
In
ServiceDesk Plus
Change Management
Purpose of Change
To ensure structured procedures are followed to implement all IT
infrastructure changes in a low risk and controlled manner.
Change Types
Changes can be classified based on their severity. We can customize the
color 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 change
proceedings, both requesters & technicians can be part of CAB.
Change Manager
He is the key decision maker of the change request, who has the
authority to approve or reject a change.
Asset Mgmt
In
ServiceDesk Plus
Asset Management
Operating
Systems
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Windows
Mac
Linux
Unix
IP Devices
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Printer
Switches
Router
Access
Points &
more
Software
• List of all s/w
• Software
Licensing
• Software
Usage
Modes of Asset Discovery
Windows Domain Scan
Network Scan
Agent Based Scanning
Distributed Asset Scan
Stand alone Scan
Import From CSV
• For Windows Machines only
• For Windows, Linux, Mac Os & other IP Devices
• Ability to Scan a Range of IPs
• Light Weight Agent to scan Accurate Details
• Scan remote networks and with an AE installation
in the remote N/W
• Scan a workstation which is not in the N/w by
running a script.
• Import from a excel or CSV file
CMDB Relationships
Find Relationship
between
Asset/Services
Find out who is
affected when a
Service goes down
Software Categories in ServiceDesk Plus
Managed
Categorize your software
into different software
types
Excluded
Unidentified
Prohibited
Freeware
Shareware
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
Individual
Enterprise
OEM
Concurrent
Frequently
Used
Rarely
Used
Node locked
Volume
CAL
Occasionally
Used
Software Compliance in ServiceDesk Plus
Under
Licensed
Over
Licensed
Compliant
Purchase Order lifecycle
Contract Management
Maintenance Contract
Create and
Track
Contract
with your
Vendors
Attached
Scanned
Copies of
the Actual
Contract
Timely
Reminders
for
Renewing
the
Contracts
Other key features
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Robo technician – Auto password Reset tool
API Integration
Mobile Client
Survey
Flash Reports
In-built Reports
More than 100 canned reports in all possible
modules and categories
Get Reports on the Fly
More than 100 inbuilt
Reports
Customized Reports
Choose what you want
to see
Customize Reports on
your own
Multiple options to
view Reports
Query Reports
Create your own Query
for Reports
Graphical
Representation of Data
Structure
Scheduling and Exporting Reports
Schedule Inbuilt or
Custom Report
Support Multiple
Formats
Mobile Client for iPhone and PDAs
Editions and Pricing
All Purpose Help Desk
Software
 Trouble Ticketing
 Multi –Site Support
 Self-Service Portal
 SLA Management
 Business Rules
 Reports
Standard Edition
Starts at $495 / 2 Techs
IT Help Desk + Asset
Management
Standard Edition +
 Asset & Inventory
Management
Software Asset
Management
 Purchase Mgmt.
 Contract Mgmt.
 Software License
Compliance
Professional Edition
Starts at $995 / 2 Techs
ITIL Ready Help Desk
Software
Professional Edition +
 Incident Mgmt.
Service Catalog
 Problem Mgmt.
 Change Mgmt.
 CMDB
Enterprise Edition
Starts at $2995 / 5 Techs
ServiceDesk Plus Advantage
No Modules Integrated.
Out of the box ITIL – Implementation in less
than 5 Days
Almost all the major features of the Big 4
And Of Course, the price
The Elite List
And few thousands more…
Thank You
• Website – http://ww.servicedeskplus.com
• For Technical Queries
support@servicedeskplus.com
+1 925 965 5300
• Other Queries
arvind@servicedeskplus.com