ServiceDesk Plus Overview        Rodrigo Miranda       Mirandell Sistemas
ServiceDesk Plus                                • Ticketing                  HelpDesk      • SLA                          ...
Working with ServiceDesk Plus
Users- Technician/RequesterModes of Importing        Other User basedUsers                     functionalities            ...
Channels of Creating a ticket in ServiceDesk Plus  o Email  o Phone Call  o Self Service Portal  o Network Monitoring Tool...
Automations       InServiceDesk Plus
Automations                      Automatic     Preventive                        Ticket    Maintenance                    ...
1.Automatic Ticket dispatchRound Robin                  Load Balancing    Distributes equally to         Distributes based...
2.Business Ruleso Allows you to  customize  workflowo Follows an Event /  Condition / Action  modelo Automating  Dispatch ...
3.Service Level Agreemento Four Levels of  Proactive  Escalationso Response based  Escalationo Set up Rules  based on many...
4.Notification Ruleso Requester/  Technician based  Notificationo Alerts for  Incident, Proble  m, Change &  Asset mgmto B...
Site-based ConfigurationSites provide you with the flexibility of configuring variousaspects in your site                 ...
Service Catalog        InServiceDesk Plus
Service Catalogo Showcase all the offered  services like a Menu  Cardo Configure Workflow for  each Service Categoryo Set ...
Incident Mgmt       InServiceDesk Plus
Incident Management• Reduction of  incidents improves  quality of service• Improve quality of  Service by tracking  SLA pe...
Knowledge Base• Search Solutions with  simple keywords• Individual Knowledge  Base for Requesters &  technicians• Approve ...
Problem Mgmt       InServiceDesk Plus
Problem ManagementPurpose• Eliminate Root cause• Avoid repetitive  IncidentsEngagement Rules• Multiple Incidents• Unknown ...
Change Mgmt       InServiceDesk Plus
Change ManagementPurpose of ChangeTo ensure structured procedures are followed to implement all ITinfrastructure changes i...
Asset Mgmt       InServiceDesk Plus
Asset Management    Operating                       IP Devices       Software     Systems•   Windows        •   Printer   ...
Modes of Asset Discovery                         • For Windows Machines onlyWindows Domain Scan                         • ...
CMDB Relationships                              Find Relationship                                  between                ...
Software Categories in ServiceDesk Plus                                   Managed                                   Exclud...
Software Licensing and MeteringManage your software licenses as Individual orEnterprise license and track the software usa...
Software Compliance in ServiceDesk Plus                        Under                       Licensed              Over     ...
Purchase Order lifecycle
Contract ManagementMaintenance Contract                           TimelyCreate and    Attached                          Re...
Other key features•   Robo technician – Auto password Reset tool•   API Integration•   Mobile Client•   Survey•   Flash Re...
In-built ReportsMore than 100 canned reports in all possiblemodules and categories                                 Get Rep...
Dashboards
Customized Reports                                             Choose what you want                                       ...
Query Reports                                         Create your own Query                                               ...
Scheduling and Exporting ReportsSchedule Inbuilt or  Custom Report                        Support Multiple                ...
Mobile Client for iPhone and PDAs
EditionsAll Purpose Help Desk    IT Help Desk + Asset    ITIL Ready Help Desk       Software              Management      ...
ServiceDesk Plus Advantage  No Modules Integrated.  Out of the box ITIL – Implementation in less  than 5 Days  Almost all ...
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
Servicedesk Plus 8
Servicedesk Plus 8
Servicedesk Plus 8
Servicedesk Plus 8
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Servicedesk Plus 8

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Apresentação do ServiceDesk Plus, solução completa para gerenciamento e controle de help-desk, aderente ao ITIL.

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Servicedesk Plus 8

  1. 1. ServiceDesk Plus Overview Rodrigo Miranda Mirandell Sistemas
  2. 2. ServiceDesk Plus • Ticketing HelpDesk • SLA • Knowledge Base • Discovery Asset • CMDB Mgmt • Software & license Mgmt • Service CatalogCompletelyWeb Based ITIL • Incident Mgmt Processes • Problem Mgmt • Change Mgmt
  3. 3. Working with ServiceDesk Plus
  4. 4. Users- Technician/RequesterModes of Importing Other User basedUsers functionalities Users are classified as Requesters & Active LDAP Technicians Directory CSV Manual User & Predefined & Technician Import Addition Grouping Custom Roles
  5. 5. 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
  6. 6. Automations InServiceDesk Plus
  7. 7. Automations Automatic Preventive Ticket Maintenance DispatchNotification Business Rules Rules Service Level Agreement
  8. 8. 1.Automatic Ticket dispatchRound Robin Load Balancing Distributes equally to Distributes based on all technician the technicians load
  9. 9. 2.Business Ruleso Allows you to customize workflowo Follows an Event / Condition / Action modelo Automating Dispatch with Groups and Business Ruleso Categorize your Frequent occurring tickets.
  10. 10. 3.Service Level Agreemento Four Levels of Proactive Escalationso Response based Escalationo Set up Rules based on many available criteria
  11. 11. 4.Notification Ruleso Requester/ Technician based Notificationo Alerts for Incident, Proble m, Change & Asset mgmto Both SMS & Email Alerts
  12. 12. Site-based ConfigurationSites provide you with the flexibility of configuring variousaspects in your site Operational Hours Holidays Departments Users and User Groups Requests Business Rules Service Level Agreements Assets Reports
  13. 13. Service Catalog InServiceDesk Plus
  14. 14. Service Catalogo Showcase all the offered services like a Menu Cardo Configure Workflow for each Service Categoryo Set up Approval process specific to each Service Request
  15. 15. Incident Mgmt InServiceDesk Plus
  16. 16. Incident Management• Reduction of incidents improves quality of service• Improve quality of Service by tracking SLA performances.• Improve productivity with efficient incident workflows
  17. 17. Knowledge Base• Search Solutions with simple keywords• Individual Knowledge Base for Requesters & technicians• Approve each solutions on addition• Categorize the solutions specific to topic.
  18. 18. Problem Mgmt InServiceDesk Plus
  19. 19. Problem ManagementPurpose• Eliminate Root cause• Avoid repetitive IncidentsEngagement Rules• Multiple Incidents• Unknown Error
  20. 20. Change Mgmt InServiceDesk Plus
  21. 21. Change ManagementPurpose of ChangeTo ensure structured procedures are followed to implement all ITinfrastructure changes in a low risk and controlled manner.Change TypesChanges can be classified based on their severity. We can customize thecolor 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 changeproceedings, both requesters & technicians can be part of CAB.Change ManagerHe is the key decision maker of the change request, who has theauthority to approve or reject a change.
  22. 22. Asset Mgmt InServiceDesk Plus
  23. 23. Asset Management Operating IP Devices Software Systems• Windows • Printer • List of all s/w• Mac • Switches • Software Licensing• Linux • Router • Software• Unix • Access Usage Points & more
  24. 24. Modes of Asset Discovery • For Windows Machines onlyWindows Domain Scan • For Windows, Linux, Mac Os & other IP Devices Network Scan • Ability to Scan a Range of IPs • Light Weight Agent to scan Accurate DetailsAgent Based Scanning • Scan remote networks and with an AE installationDistributed Asset Scan in the remote N/W • Scan a workstation which is not in the N/w by Stand alone Scan running a script. • Import from a excel or CSV file Import From CSV
  25. 25. CMDB Relationships Find Relationship between Asset/Services Find out who is affected when aService goes down
  26. 26. Software Categories in ServiceDesk Plus Managed ExcludedCategorize your software into different software Unidentified types Prohibited Freeware Shareware
  27. 27. Software Licensing and MeteringManage your software licenses as Individual orEnterprise license and track the software usage on eachworkstationsLicense Types supported Metering Individual Enterprise OEM Frequently Rarely Used Used Concurrent Node locked Volume Occasionally Used CAL
  28. 28. Software Compliance in ServiceDesk Plus Under Licensed Over Licensed Compliant
  29. 29. Purchase Order lifecycle
  30. 30. Contract ManagementMaintenance Contract TimelyCreate and Attached Reminders Track Scanned for Contract Copies of Renewingwith your the Actual the Vendors Contract Contracts
  31. 31. Other key features• Robo technician – Auto password Reset tool• API Integration• Mobile Client• Survey• Flash Reports
  32. 32. In-built ReportsMore than 100 canned reports in all possiblemodules and categories Get Reports on the Fly More than 100 inbuilt Reports
  33. 33. Dashboards
  34. 34. Customized Reports Choose what you want to seeCustomize Reports on your own Multiple options to view Reports
  35. 35. Query Reports Create your own Query for Reports GraphicalRepresentation of Data Structure
  36. 36. Scheduling and Exporting ReportsSchedule Inbuilt or Custom Report Support Multiple Formats
  37. 37. Mobile Client for iPhone and PDAs
  38. 38. EditionsAll Purpose Help Desk IT Help Desk + Asset ITIL Ready Help Desk Software Management Software Professional Edition + Standard Edition + Trouble Ticketing  Incident Mgmt. Multi –Site Support  Asset & Inventory Service Catalog Self-Service Portal Management  Problem Mgmt. SLA Management Software Asset  Change Mgmt. Business Rules Management  CMDB Reports  Purchase Mgmt.  Contract Mgmt.  Software License Compliance Standard Edition Professional Edition Enterprise Edition
  39. 39. 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
  40. 40. The Elite List And few thousands more…
  41. 41. Thank You• Website – http://www.mirandell.com.br/me• For Technical Queries suporte@mirandell.com.br (11) 4063-5749

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