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
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
Automations Automatic Preventive Ticket Maintenance DispatchNotification Business Rules Rules Service Level Agreement
1.Automatic Ticket dispatchRound Robin Load Balancing Distributes equally to Distributes based on all technician the technicians load
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.
3.Service Level Agreemento Four Levels of Proactive Escalationso Response based Escalationo Set up Rules based on many available criteria
4.Notification Ruleso Requester/ Technician based Notificationo Alerts for Incident, Proble m, Change & Asset mgmto Both SMS & Email Alerts
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
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.
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
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
CMDB Relationships Find Relationship between Asset/Services Find out who is affected when aService goes down
Software Categories in ServiceDesk Plus Managed ExcludedCategorize your software into different software Unidentified types Prohibited Freeware Shareware
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
Software Compliance in ServiceDesk Plus Under Licensed Over Licensed Compliant