ServiceDesk Plus Product Overview

ServiceDesk Plus Product Overview



Product overview of ManageEngine ServiceDesk Plus

Product overview of ManageEngine ServiceDesk Plus



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ServiceDesk Plus Product Overview ServiceDesk Plus Product Overview Presentation Transcript

  • ServiceDesk Plus Product Overview Presented by ManageEngine
  • 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?
  • What is ServiceDesk Plus?
  • Incident Management in SDP Classify requests as incidents/new service requests Set urgency & priority levels Track follow ups and resolutions on a single screen
  • Incident Management in SDP Attach multiple incidents to a single problem/change Create a new problem/change Or associate to an existing problem/change
  • Incident Management in SDP Customize request templates Choose to show it to technicians and users
  • Problem Management in SDP Easy to add problem analysis, tasks & solutions Notify technicians of problem resolutions or announcements
  • Problem Management in SDP Customize what you say Automate notifications to technicians when problem actions are taken
  • Problem Management in SDP Add multiple tasks to implement a problem fix Set mandatory rules for closing problems
  • Change Management in SDP Manage all details related to change in a single location
  • Change Management in SDP Associate problems and incidents Add tasks for implementation CAB members need to recommend the change
  • 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
  • Change Management in SDP Customize what you say Automate notifications to technicians when changes are initiated or updated Set mandatory rules for closing Changes
  • CMDB in ServiceDesk Plus Press Start to scan network for all assets Easy navigate through Assets
  • CMDB in ServiceDesk Plus Detect all IT Assets - Hardware and Software Unique Identifier to track hardware
  • CMDB in ServiceDesk Plus Find relationships between assets/services Find out who is affected when a service goes down
  • Integrated Asset Management Easy scan of hardware and software – without agents (Windows and Linux) ‏ Track all asset details – IT & Non IT incl. routers, switches, printers etc.
  • Maintain All Asset Information Ensure software license compliance Maintain all information of inventory - Hardware and Software
  • Purchase Management Set multi levels of approvals Process, maintain & track all assets to POs
  • Contracts Management Associate one contract to single/multiple assets Get alerts before the contract expires Attach Terms & Conditions to each contract
  • Knowledge Base Maintain categorized knowledge base Search through KB for solutions Understand what users are searching for
  • Knowledge Base to Requests Search Knowledge Base from Requests itself Add solutions directly for request resolution Rich HTML Editor with support for pictures
  • Self Service Portal User gets to see all his logged requests & announcements made User can search for solutions in Knowledge Base Predefined templates for easy logging
  • Automation – Business Rules Set rules to automatically set actions Business Rules to automate dispatch e.g. assign all mails from HR team to Jack or/and Network group
  • Automation - Notifications Set notification rules for automating responses Customize what you say
  • Automation – Preventive Maintenance Schedule recurring tasks
  • SLA Management Manage SLAs Multi levels of escalation
  • Reports - Inbuilt More than 100 built-in reports Get reports on the fly
  • Reports - Customized Customize reports on your own Choose what you want to see Multiple options to view reports
  • Reports – Query Report Create your own query for reports Graphical representation of data structure Use these queries in Crystal Reports
  • Reports - Schedule Schedule Inbuilt or Custom Reports Supports multi formats
  • Surveys Measure your help desk CSAT scores Design surveys easily Automate the process
  • Surveys Easily add questions for the survey Define satisfaction levels
  • SDP & Active Directory Integrate with Active Directory Import users from Active Directory Schedule for import regularly Enable users/technicians to login to SDP when logging into Windows
  • Easy Web Interface
  • The SDP Advantage
  • Different Editions Suit your needs
  • Download & Try
    • Download your free trial edition at
    • Contact us at [email_address] for more information and support
    • Check out the live demonstration
  • Thank You Abri van Tonder ServiceDesk Plus Team [email_address] 011 314 7533