ServiceDesk Plus Overview

Rodrigo MirandaMirandell Sistemas

ServiceDesk Plus

HelpDesk

• Ticketing• SLA• Knowledge

Base

Asset Mgmt

• Discovery• CMDB• Software &

license Mgmt

ITIL Processes

• Service Catalog

• Incident Mgmt

• Problem Mgmt

• Change Mgmt

Completely

Web Based

Working with ServiceDesk Plus

Users- Technician/Requester

Other User based functionalities

Active Directory LDAP

CSV Import

ManualAddition

Modes of Importing Users

Users are classified as

Requesters &Technicians

Predefined & Custom Roles

User & TechnicianGrouping

Channels of Creating a ticket in ServiceDesk Plus

o Emailo Phone Call o Self Service Portalo Network Monitoring Tool

Integrationo API Integrationo Web Portalo Email Command

AutomationsIn

ServiceDesk Plus

Automations

Automatic Ticket

Dispatch

Business Rules

Service Level

Agreement

Notification Rules

Preventive Maintenan

ce

1.Automatic Ticket dispatch

Round Robin Load Balancing Distributes

equally to all technician

Distributes based on the technicians load

2.Business Ruleso 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

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

Service Catalog

In ServiceDesk

Plus

Service Catalogo 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 MgmtIn

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 MgmtIn

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 TypesChanges 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 BoardCAB is a group of experts/advisors who can recommend on the change proceedings, both requesters & technicians can be part of CAB.

Change ManagerHe is the key decision maker of the change request, who has the authority to approve or reject a change.

Asset MgmtIn

ServiceDesk Plus

Asset Management

Operating Systems

•Windows•Mac•Linux•Unix

IP Devices

•Printer•Switches•Router•Access Points & more

Software

• List of all s/w

• Software Licensing

• Software Usage

Modes of Asset Discovery

Windows Domain Scan

•For Windows Machines only

Network Scan •For Windows, Linux, Mac Os & other IP Devices•Ability to Scan a Range of IPs

Agent Based Scanning

•Light Weight Agent to scan Accurate Details

Distributed Asset Scan

•Scan remote networks and with an AE installation in the remote N/W

Stand alone Scan •Scan a workstation which is not in the N/w by running a script.

Import From CSV •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

Excluded

Unidentified

Prohibited

Freeware

Shareware

Categorize your software into

different software types

Software Licensing and Metering

License Types supported Metering

Rarely Used

Occasionally Used

Frequently

Used

Manage your software licenses as Individual or Enterprise license and track the software usage on each workstations

Individual

Enterprise

OEM

Concurrent

Node locked

Volume

CAL

Software Compliance in ServiceDesk Plus

Compliant

Over License

d

Under Licensed

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

• 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

More than 100 inbuilt Reports

Get Reports on the Fly

Dashboards

Customized Reports

Customize Reports on your own

Choose what you want to see

Multiple options to view Reports

Query Reports

Graphical Representation of Data

Structure

Create your own Query for Reports

Scheduling and Exporting Reports

Schedule Inbuilt or Custom Report

Support Multiple Formats

Mobile Client for iPhone and PDAs

Editions

Trouble Ticketing Multi –Site Support Self-Service Portal SLA Management Business Rules Reports

Standard Edition +

Asset & Inventory Management Software Asset Management Purchase Mgmt. Contract Mgmt. Software License Compliance

Professional Edition +

Incident Mgmt.Service Catalog Problem Mgmt. Change Mgmt. CMDB

All Purpose Help Desk Software

IT Help Desk + Asset

Management

ITIL Ready Help Desk Software

Standard Edition Professional Edition

Enterprise Edition

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://www.mirandell.com.br/me

• For Technical Queries suporte@mirandell.com.br(11) 4063-5749