ServiceDesk Plus Overview<br />Arvind Parthiban<br />Sr. Product Marketer – ServiceDeskPlus<br />
ServiceDesk Plus<br />Completely <br />Web Based<br />
Working with ServiceDesk Plus<br />
Users- Technician/Requester<br />Other User based functionalities<br />Modes of Importing<br /> Users<br />
Channels of Creating a ticket in ServiceDesk Plus<br /><ul><li>Email
Phone Call
Self Service Portal
Network Monitoring Tool Integration
API Integration
Web Portal
Email Command</li></li></ul><li>Automations<br />In <br />ServiceDesk Plus<br />
Automations<br />
1.Automatic Ticket dispatch<br />Round Robin                    Load Balancing <br />Distributes equally to all technician...
2.Business Rules<br /><ul><li>Allows you to customize workflow
Follows an Event / Condition / Action model
Automating Dispatch with Groups and Business Rules
Categorize your Frequent occurring tickets.</li></li></ul><li>3.Service Level Agreement<br /><ul><li>Four  Levels of Proac...
Response based Escalation
Set up Rules based on many available criteria </li></li></ul><li>4.Notification Rules<br /><ul><li>Requester/ Technician b...
Alerts for Incident, Problem, Change & Asset mgmt
Both SMS & Email Alerts</li></li></ul><li>Site-based Configuration<br />Sites provide you with the flexibility of configur...
Service CatalogIn ServiceDesk Plus<br />
Service Catalog<br /><ul><li>Showcase all the offered services like a Menu Card
Configure Workflow for each Service Category
Set up Approval process specific to each Service Request</li></li></ul><li>
Incident Mgmt<br />In ServiceDesk Plus<br />
Incident Management<br />Reduction of incidents improves quality of service<br />Improve quality of Service  by tracking S...
Knowledge Base<br />Search Solutions with simple keywords<br />Individual Knowledge Base for Requesters & technicians<br /...
Problem Mgmt In ServiceDesk Plus<br />
Problem Management<br />Purpose<br />Eliminate Root cause<br />Avoid repetitive Incidents<br />Engagement Rules<br />Multi...
Change MgmtIn <br />ServiceDesk Plus<br />
Change Management<br />
Asset MgmtIn <br />ServiceDesk Plus<br />
Asset Management<br />
Modes of Asset Discovery<br />
CMDB Relationships<br />Find Relationship  between  Asset/Services<br />Find out  who is affected when a Service goes down...
Software Categories in ServiceDesk Plus<br />Categorize your software into different software types<br />
Software Licensing and Metering <br />Manage your software licenses as Individual or Enterprise license and track the soft...
Software Compliance in ServiceDesk Plus<br />
Purchase Order lifecycle<br />
Contract Management<br />
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ServiceDesk Plus 8 Overview

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ServiceDesk Plus version 8.0 includes help desk integration through API, service Catalog, help desk load balancing techniques, agent based asset management, etc that will make help desk easy to use.

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ServiceDesk Plus 8 Overview

  1. 1. ServiceDesk Plus Overview<br />Arvind Parthiban<br />Sr. Product Marketer – ServiceDeskPlus<br />
  2. 2. ServiceDesk Plus<br />Completely <br />Web Based<br />
  3. 3. Working with ServiceDesk Plus<br />
  4. 4. Users- Technician/Requester<br />Other User based functionalities<br />Modes of Importing<br /> Users<br />
  5. 5. Channels of Creating a ticket in ServiceDesk Plus<br /><ul><li>Email
  6. 6. Phone Call
  7. 7. Self Service Portal
  8. 8. Network Monitoring Tool Integration
  9. 9. API Integration
  10. 10. Web Portal
  11. 11. Email Command</li></li></ul><li>Automations<br />In <br />ServiceDesk Plus<br />
  12. 12. Automations<br />
  13. 13. 1.Automatic Ticket dispatch<br />Round Robin Load Balancing <br />Distributes equally to all technician<br />Distributes based on the technicians load<br />
  14. 14. 2.Business Rules<br /><ul><li>Allows you to customize workflow
  15. 15. Follows an Event / Condition / Action model
  16. 16. Automating Dispatch with Groups and Business Rules
  17. 17. Categorize your Frequent occurring tickets.</li></li></ul><li>3.Service Level Agreement<br /><ul><li>Four Levels of Proactive Escalations
  18. 18. Response based Escalation
  19. 19. Set up Rules based on many available criteria </li></li></ul><li>4.Notification Rules<br /><ul><li>Requester/ Technician based Notification
  20. 20. Alerts for Incident, Problem, Change & Asset mgmt
  21. 21. Both SMS & Email Alerts</li></li></ul><li>Site-based Configuration<br />Sites provide you with the flexibility of configuring various aspects in your site<br />
  22. 22. Service CatalogIn ServiceDesk Plus<br />
  23. 23. Service Catalog<br /><ul><li>Showcase all the offered services like a Menu Card
  24. 24. Configure Workflow for each Service Category
  25. 25. Set up Approval process specific to each Service Request</li></li></ul><li>
  26. 26. Incident Mgmt<br />In ServiceDesk Plus<br />
  27. 27. Incident Management<br />Reduction of incidents improves quality of service<br />Improve quality of Service by tracking SLA performances.<br />Improve productivity with efficient incident workflows<br />
  28. 28.
  29. 29. Knowledge Base<br />Search Solutions with simple keywords<br />Individual Knowledge Base for Requesters & technicians<br />Approve each solutions on addition<br />Categorize the solutions specific to topic.<br />
  30. 30. Problem Mgmt In ServiceDesk Plus<br />
  31. 31. Problem Management<br />Purpose<br />Eliminate Root cause<br />Avoid repetitive Incidents<br />Engagement Rules<br />Multiple Incidents<br />Unknown Error<br />
  32. 32.
  33. 33. Change MgmtIn <br />ServiceDesk Plus<br />
  34. 34. Change Management<br />
  35. 35.
  36. 36. Asset MgmtIn <br />ServiceDesk Plus<br />
  37. 37. Asset Management<br />
  38. 38. Modes of Asset Discovery<br />
  39. 39. CMDB Relationships<br />Find Relationship between Asset/Services<br />Find out who is affected when a Service goes down<br />
  40. 40. Software Categories in ServiceDesk Plus<br />Categorize your software into different software types<br />
  41. 41. Software Licensing and Metering <br />Manage your software licenses as Individual or Enterprise license and track the software usage on each workstations<br /> Metering <br /> License Types supported<br />
  42. 42. Software Compliance in ServiceDesk Plus<br />
  43. 43. Purchase Order lifecycle<br />
  44. 44. Contract Management<br />
  45. 45. Other key features<br />Robo technician – Auto password Reset tool<br />API Integration<br />Mobile Client<br />Survey<br />Flash Reports<br />
  46. 46. In-built Reports <br />More than 100 canned reports in all possible modules and categories<br />Get Reports on the Fly<br />More than 100 inbuilt Reports<br />
  47. 47. Customized Reports<br />Choose what you want to see<br />Customize Reports on your own<br />Multiple options to view Reports<br />
  48. 48. Query Reports<br />Create your own Query for Reports<br />Graphical Representation of Data Structure<br />
  49. 49. Scheduling and Exporting Reports<br />Schedule Inbuilt or Custom Report<br />Support Multiple Formats<br />
  50. 50. Mobile Client for iPhone and PDAs<br />
  51. 51. Editions and Pricing <br /><ul><li> Trouble Ticketing
  52. 52. Multi –Site Support
  53. 53. Self-Service Portal
  54. 54. SLA Management
  55. 55. Business Rules
  56. 56. Reports</li></ul>Professional Edition +<br /><ul><li> Incident Mgmt.
  57. 57. Service Catalog
  58. 58. Problem Mgmt.
  59. 59. Change Mgmt.
  60. 60. CMDB</li></ul>Standard Edition +<br /><ul><li> Asset & Inventory Management
  61. 61. Software Asset Management
  62. 62. Purchase Mgmt.
  63. 63. Contract Mgmt.
  64. 64. Software License Compliance</li></ul>All Purpose Help Desk Software<br />IT Help Desk + Asset Management<br />ITIL Ready Help Desk Software<br />Standard Edition<br />Starts at $495 / 2 Techs<br />Enterprise Edition<br />Starts at $2995 / 5 Techs<br />Professional Edition<br />Starts at $995 / 2 Techs<br />
  65. 65. ServiceDesk Plus Advantage<br />
  66. 66. The Elite List<br />And few thousands more…<br />
  67. 67. Thank You<br />Website – www.servicedeskplus.com<br />For Technical Queries <br />support@servicedeskplus.com<br />+1 925 965 5300<br />Other Queries<br />arvind@servicedeskplus.com<br />

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