ITSM analytics crash course: 7 reports that can help you connect the dots in your IT support
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IT help desks continuously generate enormous amounts of data. Using advanced data analytics, admins can generate valuable reports that provide insights on various IT service delivery pitfalls and their sources. In this webinar, we will discuss seven reports every IT team can create, without any data mining expertise, to get a complete view of their IT. Find answers to all your burning IT questions, such as: Is my service desk properly staffed? What major factors are impacting our SLA performance? Are the right technicians accessing business-critical services? Which changes in our environment are most likely to fail? Which topics should our team focus on while building a knowledge base? To know more about ITSM analytics visit: https://www.manageengine.com/products/service-desk/itsm-analytics-webinar.html
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Self-service has become a must-have, given the time spent by technicians in handling tickets that can be self-solved by end users. ServiceDesk Plus self-service portal makes it easy for your end users to create and track their tickets or self-solve common issues by reading the solutions without having to pick the phone or send emails. Empower your end users with self-service portal and reduce the workload on your IT help desk.
Incident Management
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.
ITIL Infographics
ITIL infographics from ManageEngine ServiceDesk Plus - Know about ITIL history, certification statistics, ITIL adoption wordwide and ITIL salary trends in a graphical representation. View, share and embed the ITIL infographics into your website.
View the full infographic image here - http://www.manageengine.com/products/service-desk/itil-infographics.html
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ServiceDesk Plus Project Management
This document provides an overview of project management. It defines a project as a large-scale change implementation that organizes tasks effectively when the task count becomes too large to handle manually. Projects bundle tasks into phases like milestones and tasks before completion. Milestones decide what should be done, while tasks are specific actions. Projects track attributes like title, description, members, type, duration, hours, and cost. They allow defining task dependencies through features like marking parent and child tasks. Gantt charts graphically represent projects and their structure over time, allowing editing based on progress. The overview map displays the project structure and milestones/tasks. Effective project management is achieved through resource and time management, cost control, and clear task
Project Management and IT − Recorded Webinar by Dennis Drogseth
This Webinar looked into key trends impacting the demands on IT from both inside and outside IT and how these are requiring new approaches to Project Management, Portfolio Management, and ITSM-driven governance.
The webinar also addressed some of the questions pertaining to
How IT is expected to perform in 2013 and the foreseeable future, and how this represents a rupture with the past.
How IT project management must change in response.
How PPM solutions will eventually evolve into uniquely optimized workflows coupled with automation and analytics.
The present/future role of social networking and stakeholder management.
How to begin to unravel the mess.
Where to go from there.
Download White Paper : CMDB Implementations - A Tale of Two Extremes
One of the "quality problems" to have, as your business grows is the challenge of managing all your resources. As the number of your employees grows and your IT assets expand, it is difficult to ascertain exactly what and where all your assets are. It is important to get more visibility on what applications and services are running on each asset, how they interact, and the business impact if these resources are down, responding poorly or slowly, or jeopardized by security threats.
Download the white paper for free now !!!
http://www.manageengine.com/products/service-desk/cmdb-white-paper.html
ServiceDesk Plus Product Overview
ServiceDesk Plus is a help desk application that provides incident management, problem management, change management, asset management, knowledge base, and self-service portal capabilities. It allows users to log incidents, track resolutions, associate problems and changes. The CMDB scans for IT assets. Additional features include purchase management, contracts management, surveys, automation, reports, and Active Directory integration. It is available in different editions to suit various needs.
When Reality Hits ITIL - Implementations
Is implementing ITIL really simple? It is easy to hear about ITIL from a consultant or read from a blog or even attend an ITIL course, but the hardest part comes while implementing those processes in an environment. Each and every organization is different; they vary with people, processes, environment, type of support they provide, help desk and much more. This white paper is intended to help the IT managers to self assess their help desk and its maturity level in order to implement the right process at the right time.
ITIL Heroes Handbook
ITIL For Those Who Don't Have The Time
Understand and implement ITIL Service Support without shedding blood!
The ITIL Heroes Handbook gives you a quick backgrounder on ITIL basics and dives deep into ITIL Service Support with examples drawn from customers. It packs some action; you get to implement a Service Desk to understand how easy it is.
Oh, I almost forgot the comic approach keeps you awake while you are trying to read all the stuff.
How ITIL-based IT Help Desk can help small and medium businesses
Businesses Must Grow, Not Problems
Everybody knows Bob! Bob works in the IT department of a Financial Services company. When
the Office staff have a problem, they call him and say, “Hey Bob, I have a situation here, Can
you fix it”. Bob knows all the employees by name and their assets details. He fixes all problems
and runs a great show. The business is going great and the company expands adding more
employees providing them more IT Services. Can Bob still run the show? Let us see how
ITILbased Help Desk Software can help Bob and businesses with a similar IT Help Desk team
to run a great show.
ManageEngine ServiceDesk Plus Admin Guide
This document provides an overview and instructions for using ManageEngine ServiceDesk Plus, a help desk and asset management software. It covers system requirements and installation, configuration of various modules like requests, problems, changes, assets, and more. The document also discusses API integration, reporting, and other administrative features.
ManageEngine ServiceDesk Plus User Guide
The home page of the ServiceDesk Plus self-service portal provides users with announcements, request summaries, popular services, solutions, and the ability to personalize settings or create new requests. It displays useful information to help users track and create support requests, find solutions to common issues, and customize their portal experience.
IT Help Desk Features Checklist
The document compares the features and pricing of the Standard, Professional, and Enterprise editions of ServiceDesk Plus. Key features like ITIL support, problem management, and asset management are only included in the Enterprise edition. The Professional edition allows for more technicians and assets than the Standard. Pricing starts at $495 for the Standard edition and increases to $2995 for the Enterprise edition. All editions include unlimited users and a 30-day trial is available for each.
Case Study from Warner bros
Warner Bros. Games, under the Warner Bros. Interactive Entertainment, Inc. umbrella, focuses on the creation, development and production of first-party titles.
Case Study from Streamlining Telelogics IT Support
Telelogic is the leading global provider of software and services for Enterprise Lifecycle Management.
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