This document provides an overview of the ServiceDesk Plus IT service management software. It summarizes the software's key modules, which include ticketing, knowledge base, asset management, configuration management database (CMDB), and ITIL processes like incident management, problem management, and change management. It also describes features like automation, service catalog, licensing and software metering, reporting, and different editions. The goal of ServiceDesk Plus is to provide an affordable, integrated ITSM solution that can be implemented quickly using out-of-the-box ITIL processes and features.

1. ServiceDesk Plus Overview
Rodrigo Miranda
Mirandell Sistemas

2. ServiceDesk Plus
• Ticketing
HelpDesk • SLA
• Knowledge Base
• Discovery
Asset • CMDB
Mgmt • Software &
license Mgmt
• Service Catalog
Completely
Web Based ITIL • Incident Mgmt
Processes • Problem Mgmt
• Change Mgmt

3. Working with ServiceDesk Plus

4. Users- Technician/Requester
Modes of Importing Other User based
Users functionalities
Users are classified
as Requesters &
Active
LDAP Technicians
Directory
CSV Manual User &
Predefined &
Technician
Import Addition Grouping
Custom Roles

5. 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

6. Automations
In
ServiceDesk Plus

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

8. 1.Automatic Ticket dispatch
Round Robin Load Balancing
Distributes equally to Distributes based on
all technician the technicians load

9. 2.Business Rules
o Allows you to
customize
workflow
o Follows an Event /
Condition / Action
model
o Automating
Dispatch with
Groups and
Business Rules
o Categorize your
Frequent occurring
tickets.

10. 3.Service Level Agreement
o Four Levels of
Proactive
Escalations
o Response based
Escalation
o Set up Rules
based on many
available criteria

11. 4.Notification Rules
o Requester/
Technician based
Notification
o Alerts for
Incident, Proble
m, Change &
Asset mgmt
o Both SMS &
Email Alerts

12. Site-based Configuration
Sites provide you with the flexibility of configuring various
aspects in your site
Operational Hours
Holidays
Departments
Users and User Groups
Requests
Business Rules
Service Level Agreements
Assets
Reports

13. Service Catalog
In
ServiceDesk Plus

14. Service Catalog
o Showcase all the offered
services like a Menu
Card
o Configure Workflow for
each Service Category
o Set up Approval process
specific to each Service
Request

16. Incident Mgmt
In
ServiceDesk Plus

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

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

20. Problem Mgmt
In
ServiceDesk Plus

21. Problem Management
Purpose
• Eliminate Root cause
• Avoid repetitive
Incidents
Engagement Rules
• Multiple Incidents
• Unknown Error

23. Change Mgmt
In
ServiceDesk Plus

24. Change Management
Purpose of Change
To ensure structured procedures are followed to implement all IT
infrastructure changes in a low risk and controlled manner.
Change Types
Changes can be classified based on their severity. We can customize the
color coding and also set necessity of Approval for each change type.
Change Advisory Board
CAB is a group of experts/advisors who can recommend on the change
proceedings, both requesters & technicians can be part of CAB.
Change Manager
He is the key decision maker of the change request, who has the
authority to approve or reject a change.

26. Asset Mgmt
In
ServiceDesk Plus

27. 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

28. Modes of Asset Discovery
• For Windows Machines only
Windows 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 Details
Agent Based Scanning
• Scan remote networks and with an AE installation
Distributed 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

29. CMDB Relationships
Find Relationship
between
Asset/Services
Find out who is
affected when a
Service goes down

30. Software Categories in ServiceDesk Plus
Managed
Excluded
Categorize your software
into different software Unidentified
types Prohibited
Freeware
Shareware

31. Software Licensing and Metering
Manage your software licenses as Individual or
Enterprise license and track the software usage on each
workstations
License Types supported Metering
Individual
Enterprise
OEM Frequently Rarely
Used Used
Concurrent
Node locked
Volume Occasionally
Used
CAL

32. Software Compliance in ServiceDesk Plus
Under
Licensed
Over
Licensed
Compliant

33. Purchase Order lifecycle

34. Contract Management
Maintenance Contract
Timely
Create and Attached
Reminders
Track Scanned
for
Contract Copies of
Renewing
with your the Actual
the
Vendors Contract
Contracts

35. Other key features
• Robo technician – Auto password Reset tool
• API Integration
• Mobile Client
• Survey
• Flash Reports

36. In-built Reports
More than 100 canned reports in all possible
modules and categories
Get Reports on the Fly
More than 100 inbuilt
Reports

37. Dashboards

38. Customized Reports
Choose what you want
to see
Customize Reports on
your own
Multiple options to
view Reports

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

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

41. Mobile Client for iPhone and PDAs

42. Editions
All Purpose Help Desk IT Help Desk + Asset ITIL Ready Help Desk
Software Management Software
Professional Edition +
Standard Edition +
 Trouble Ticketing
 Incident Mgmt.
 Multi –Site Support  Asset & Inventory Service Catalog
 Self-Service Portal Management  Problem Mgmt.
 SLA Management Software Asset  Change Mgmt.
 Business Rules Management  CMDB
 Reports  Purchase Mgmt.
 Contract Mgmt.
 Software License
Compliance
Standard Edition Professional Edition Enterprise Edition

43. ServiceDesk Plus Advantage
No Modules Integrated.
Out of the box ITIL – Implementation in less
than 5 Days
Almost all the major features of the Big 4
And Of Course, the price

44. The Elite List
And few thousands more…

45. Thank You
• Website – http://www.mirandell.com.br/me
• For Technical Queries
suporte@mirandell.com.br
(11) 4063-5749