enterprise service management in servicedesk plus new ......existing configurations in servicedesk...
TRANSCRIPT
In this latest update of ServiceDesk Plus’ cloud version, we have enabled ESM capabilities that let you create and deploy service desk instances for your non-IT business functions—like HR, facilities, and finance—in less than 60 seconds. To accomodate the ESM configurations and setup functions, we have added a few terminologies and moved around a few existing configurations in ServiceDesk Plus.
An instance is an individual service desk that deals with a particular business function, like IT, HR, finance, or facilities. Multiple instances can be created in ServiceDesk Plus, each with unique templates, workflows, and specified access for technicians and requesters.
A portal is a webpage where users (technicians and requesters) can access all their instances to perform their service desk tasks.
The ESM directory is a repository of all users, with information on the various service desk instances those users have access to in the organization. From here, admins can manage users and service desk instances and define authentication, access, and authorization mechanisms for their ServiceDesk Plus users.
Enterprise Service Management in ServiceDesk Plus
New terminologies
Service desk instances
ESM portal
ESM directory
1.) The following confi gurations (which were previously available under the “Set up section”) have been moved to the ESM directory.
1. Organization details
2. Organization-wide user management
UI changes
3. Domain verifi cation
4. Domain mapping
5. SAML authentication
6. Active Directory setup
2.) New service desk instances can be created and deployed in the “Service desk instances” section of the ESM directory.
3.) The “Users” section can be used to manage user access to the diff erent service desk instances.
4.) The “Admin” tab in each instance allows specifi c service desk confi gurations and setup.