Overview for Service Desk Plus

1. Support Document

2. Working with ServiceDesk Plus

3. Ticket Dispatch Methodologies
Round Robin Load Balancing
Distributes equally to
all technician
Distributes based on
the technicians load
Note: Currently we are using Load Balancing Methodology

4. Automations
In
ServiceDesk Plus

5. Automations
Automatic
Ticket
Dispatch
Business
Rules
Service
Level
Agreement
Notification
Rules
Preventive
Maintenance

6. Steps: Hosting ServiceDesk Plus
for
Clients
1. Register an IP address (say, 64.12.13.11) and a public hostname (like
servicedesk.yourdomain.com) with your Service Provider.
2. The IP address for "servicedesk.yourdomain.com"?should resolve to
"64.12.13.11". (This will be predominantly handled by the Service Provider).
3. Configure Firewall rules (or access-list in router) redirecting "http" requests
on IP address "64.12.13.11" to the LAN ipaddress "192.168.200.254". This
configuration should be done by your networking team.
4. To host the application in https you need to acquire an SSL certificate from
Certificate Authority like Go Daddy, Verisign etc

7. Service Level Agreement [SLA]
o Four Levels of Proactive Escalations
o Response based Escalation
o Set up Rules based on many available criteria

8. Service Level Agreement [SLA]

9. Notification Rules
o Requester/ Technician based Notification
o Alerts for Incident Management
o Both SMS & Email Alerts

10. Knowledge Base
 Search Solutions with simple
keywords
 Individual Knowledge Base for
Requesters & technicians
 Approve each solutions on
addition
 Categorize the solutions specific to
topic.

11. Incident Mgmt
In
ServiceDesk Plus

12. Incident Management
 Reduction of incidents improves quality of service
 Improve quality of Service by tracking SLA performances.
 Improve productivity with efficient incident workflows

14. Scheduling and Exporting Reports
Schedule Inbuilt or
Custom Report
Support Multiple
Formats

15. Query Reports
Graphical
Representation of
Data Structure
Create your own
Query for Reports