For an IT technician, the lack of a streamlined process spells a lot of time and effort spent in solving requests. But that’s about to change as unorganized ticket management becomes a thing of the past with ITIL®. ITIL incident Management (IM) helps you manage tickets efficiently. Here are some reasons why you will never say “no” to a streamlined IM process.

1. IT Management, Simplified
Real-time IT management solutions for the new speed of business

2. Incident Management
Incidentally, it’s the only option!

3. Why go for an
ITIL process of Incident
Management when
you have E-mails to
serve IT end-user tickets?

4. What E-mails cannot do?

7. No reminders or
notification alerts

8. No freedom of
working away from desk

9. No knowledge-base to
refer saved solutions

12. Record
incident details
for tracking
and reference

13. Prioritize
your tickets on parameters
like business impact,
importance and urgency

14. Create Business Rules
to auto-apply logic for
incoming tickets
Define Service Level
Agreements and
automate escalations
Automate notifications
and alerts for
appropriate activities

15. Record common
incidents and
solutions in a
knowledge-base
Share knowledge-
base with
technicians and end-
users for reference

16. Give your end-users
authority over their
tickets!
Create & Promote
self-service portal
for your end-users
It helps them track their
ticket status, communicate
with technician and refer
knowledge base

17. Create timely reports
to check help desk
performance and
end-user satisfaction

18. TO SUM UP
Incident Management helps organize IT
service delivery and therefore reduce
business impact of incidents!

19. How to calculate budget for implementing
incident management at your organization?

20. Industry Standard Annual Budget for
ITIL Incident Management is
$480n n= total end-users
of your IT service
Calculation:
Industry cost per ticket (as per Gartner Survey): $24
Estimated number of tickets per end-user = 20 per year
Total cost of IT service for one end-user= 24x20= $480
So, Total annual budget for Incident Management= $480n

22. ManageEngine’s ServiceDesk Plus
Standard Edition is now completely FREE
without any restriction on
number of technicians or users
So.. Take the first step towards organized IT
Incident Management
with ServiceDesk Plus for free

23. “When we tried and started using ServiceDesk Plus we fell in love with it and
loved the way it worked. Go to Service Desk Plus and you won't turn back.”
“Thanks to ServiceDesk Plus, we reduced our monthly ticket
load from 700 to 500”
James Ross
De Beers, Canada
Todd Ludwig
Robins & Morton
“ServiceDesk is affordable, fast, and flexible. It covers every aspect of help desk and
meets all our business needs. We don’t really need other expensive help desk
software for our business”
Aaron Bockelie
Warner Bros.

24. There is an incident waiting to happen!

25. Thank You!
Be Ready with ServiceDesk Plus.