ServiceDesk Plus - Product Overview

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ServiceDesk Plus
Product Overview Presented by ManageEngine
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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?

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What is ServiceDesk Plus?
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(No Transcript)
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Incident Management in SDP
Set urgency priority levels
Classify requests as incidents/new service
requests
Track follow ups and resolutions on a single
screen
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Incident Management in SDP
Attach multiple incidents to a single
problem/change
Or associate to an existing problem/change
Create a new problem/change
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Incident Management in SDP
Customize request templates
Choose to show it to technicians and users
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Problem Management in SDP
Easy to add problem analysis, tasks solutions
Notify technicians of problem resolutions or
announcements
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Problem Management in SDP
Customize what you say
Automate notifications to technicians when
problem actions are taken
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Problem Management in SDP
Add multiple tasks to implement a problem fix
Set mandatory rules for closing problems
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Change Management in SDP
Manage all details related to change in a single
location
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Change Management in SDP
Add tasks for implementation
Associate problems and incidents
CAB members need to recommend the change
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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
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Change Management in SDP
Customize what you say
Automate notifications to technicians when
changes are initiated or updated
Set mandatory rules for closing Changes
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CMDB in ServiceDesk Plus
Press Start to scan network for all assets
Easy navigate through Assets
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CMDB in ServiceDesk Plus
Unique Identifier to track hardware
Detect all IT Assets - Hardware and Software
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CMDB in ServiceDesk Plus
Find relationships between assets/services
Find out who is affected when a service goes down
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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.
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Maintain All Asset Information
Maintain all information of inventory - Hardware
and Software
Ensure software license compliance
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Purchase Management
Set multi levels of approvals
Process, maintain track all assets to POs
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Contracts Management
Associate one contract to single/multiple assets
Attach Terms Conditions to each contract
Get alerts before the contract expires
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Knowledge Base
Maintain categorized knowledge base
Understand what users are searching for
Search through KB for solutions
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Knowledge Base to Requests
Add solutions directly for request resolution
Search Knowledge Base from Requests itself
Rich HTML Editor with support for pictures
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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
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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
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Automation - Notifications
Customize what you say
Set notification rules for automating responses
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Automation Preventive Maintenance
Schedule recurring tasks
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SLA Management
Multi levels of escalation
Manage SLAs
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Reports - Inbuilt
Get reports on the fly
More than 100 built-in reports
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Reports - Customized
Choose what you want to see
Customize reports on your own
Multiple options to view reports
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Reports Query Report
Create your own query for reports
Graphical representation of data structure
Use these queries in Crystal Reports
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Reports - Schedule
Supports multi formats
Schedule Inbuilt or Custom Reports
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Surveys
Design surveys easily
Measure your help desk CSAT scores
Automate the process
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Surveys
Easily add questions for the survey
Define satisfaction levels
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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
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Easy Web Interface
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The SDP Advantage
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Different Editions
Suit your needs
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Download Try

• Download your free trial edition at
  www.servicedeskplus.com
• Contact us at abri_at_itrtech.co.za for more
  information and support
• Check out the live demonstration

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Thank You
Abri van Tonder ServiceDesk Plus
Team abri_at_itrtech.co.za 011 314 7533