ServiceDesk Plus is a web-based IT help desk solution that offers features for incident, problem, change, and asset management. It supports various ticket creation methods, automates workflows with business rules, and includes a service catalog for service requests. Additionally, it provides robust reporting, a mobile client, and several pricing options for different editions.

1. ServiceDesk Plus OverviewArvind ParthibanSr. Product Marketer – ServiceDeskPlus

2. ServiceDesk PlusCompletely Web Based

3. Working with ServiceDesk Plus

4. Users- Technician/RequesterOther User based functionalitiesModes of Importing Users

5. Channels of Creating a ticket in ServiceDesk PlusEmail

6. Phone Call

7. Self Service Portal

8. Network Monitoring Tool Integration

9. API Integration

10. Web Portal

11. Email CommandAutomationsIn ServiceDesk Plus

12. Automations

13. 1.Automatic Ticket dispatchRound Robin Load Balancing Distributes equally to all technicianDistributes based on the technicians load

14. 2.Business RulesAllows you to customize workflow

15. Follows an Event / Condition / Action model

16. Automating Dispatch with Groups and Business Rules

17. Categorize your Frequent occurring tickets.3.Service Level AgreementFour Levels of Proactive Escalations

18. Response based Escalation

19. Set up Rules based on many available criteria 4.Notification RulesRequester/ Technician based Notification

20. Alerts for Incident, Problem, Change & Asset mgmt

21. Both SMS & Email AlertsSite-based ConfigurationSites provide you with the flexibility of configuring various aspects in your site

22. Service CatalogIn ServiceDesk Plus

23. Service CatalogShowcase all the offered services like a Menu Card

24. Configure Workflow for each Service Category

25. Set up Approval process specific to each Service Request

26. Incident MgmtIn ServiceDesk Plus

27. Incident ManagementReduction of incidents improves quality of serviceImprove quality of Service by tracking SLA performances.Improve productivity with efficient incident workflows

29. Knowledge BaseSearch Solutions with simple keywordsIndividual Knowledge Base for Requesters & techniciansApprove each solutions on additionCategorize the solutions specific to topic.

30. Problem Mgmt In ServiceDesk Plus

31. Problem ManagementPurposeEliminate Root causeAvoid repetitive IncidentsEngagement RulesMultiple IncidentsUnknown Error

33. Change MgmtIn ServiceDesk Plus

34. Change Management

36. Asset MgmtIn ServiceDesk Plus

37. Asset Management

38. Modes of Asset Discovery

39. CMDB RelationshipsFind Relationship between Asset/ServicesFind out who is affected when a Service goes down

40. Software Categories in ServiceDesk PlusCategorize your software into different software types

41. Software Licensing and Metering Manage your software licenses as Individual or Enterprise license and track the software usage on each workstations Metering License Types supported

42. Software Compliance in ServiceDesk Plus

43. Purchase Order lifecycle

44. Contract Management