servicedesk plus 8
DESCRIPTION
Apresentação do ServiceDesk Plus, solução completa para gerenciamento e controle de help-desk, aderente ao ITIL.TRANSCRIPT
ServiceDesk Plus Overview
Rodrigo MirandaMirandell Sistemas
ServiceDesk Plus
HelpDesk
• Ticketing• SLA• Knowledge
Base
Asset Mgmt
• Discovery• CMDB• Software &
license Mgmt
ITIL Processes
• Service Catalog
• Incident Mgmt
• Problem Mgmt
• Change Mgmt
Completely
Web Based
Working with ServiceDesk Plus
Users- Technician/Requester
Other User based functionalities
Active Directory LDAP
CSV Import
ManualAddition
Modes of Importing Users
Users are classified as
Requesters &Technicians
Predefined & Custom Roles
User & TechnicianGrouping
Channels of Creating a ticket in ServiceDesk Plus
o Emailo Phone Call o Self Service Portalo Network Monitoring Tool
Integrationo API Integrationo Web Portalo Email Command
AutomationsIn
ServiceDesk Plus
Automations
Automatic Ticket
Dispatch
Business Rules
Service Level
Agreement
Notification Rules
Preventive Maintenan
ce
1.Automatic Ticket dispatch
Round Robin Load Balancing Distributes
equally to all technician
Distributes based on the technicians load
2.Business Ruleso 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.
3.Service Level Agreement
o Four Levels of Proactive Escalations
o Response based Escalation
o Set up Rules based on many available criteria
4.Notification Rules
o Requester/ Technician based Notification
o Alerts for Incident, Problem, Change & Asset mgmt
o Both SMS & Email Alerts
Operational Hours
Holidays
Departments
Users and User Groups
Requests
Business Rules
Service Level Agreements
Assets
Reports
Site-based Configuration
Sites provide you with the flexibility of configuring various aspects in your site
Service Catalog
In ServiceDesk
Plus
Service Catalogo 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
Incident MgmtIn
ServiceDesk Plus
Incident Management
• Reduction of incidents improves quality of service
• Improve quality of Service by tracking SLA performances.
• Improve productivity with efficient incident workflows
Knowledge Base• Search Solutions
with simple keywords
• Individual Knowledge Base for Requesters & technicians
• Approve each solutions on addition
• Categorize the solutions specific to topic.
Problem Mgmt In
ServiceDesk Plus
Problem Management
Purpose• Eliminate Root
cause• Avoid repetitive
Incidents
Engagement Rules
• Multiple Incidents• Unknown Error
Change MgmtIn
ServiceDesk Plus
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 TypesChanges 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 BoardCAB is a group of experts/advisors who can recommend on the change proceedings, both requesters & technicians can be part of CAB.
Change ManagerHe is the key decision maker of the change request, who has the authority to approve or reject a change.
Asset MgmtIn
ServiceDesk Plus
Asset Management
Operating Systems
•Windows•Mac•Linux•Unix
IP Devices
•Printer•Switches•Router•Access Points & more
Software
• List of all s/w
• Software Licensing
• Software Usage
Modes of Asset Discovery
Windows Domain Scan
•For Windows Machines only
Network Scan •For Windows, Linux, Mac Os & other IP Devices•Ability to Scan a Range of IPs
Agent Based Scanning
•Light Weight Agent to scan Accurate Details
Distributed Asset Scan
•Scan remote networks and with an AE installation in the remote N/W
Stand alone Scan •Scan a workstation which is not in the N/w by running a script.
Import From CSV •Import from a excel or CSV file
CMDB Relationships
Find Relationship between
Asset/Services
Find out who is affected when a
Service goes down
Software Categories in ServiceDesk Plus
Managed
Excluded
Unidentified
Prohibited
Freeware
Shareware
Categorize your software into
different software types
Software Licensing and Metering
License Types supported Metering
Rarely Used
Occasionally Used
Frequently
Used
Manage your software licenses as Individual or Enterprise license and track the software usage on each workstations
Individual
Enterprise
OEM
Concurrent
Node locked
Volume
CAL
Software Compliance in ServiceDesk Plus
Compliant
Over License
d
Under Licensed
Purchase Order lifecycle
Contract Management
Maintenance Contract
Create and Track Contract with your
Vendors
Attached Scanned Copies of the Actual
Contract
Timely Reminders for Renewing the
Contracts
Other key features
• Robo technician – Auto password Reset tool
• API Integration• Mobile Client• Survey• Flash Reports
In-built Reports More than 100 canned reports in all possible modules and categories
More than 100 inbuilt Reports
Get Reports on the Fly
Dashboards
Customized Reports
Customize Reports on your own
Choose what you want to see
Multiple options to view Reports
Query Reports
Graphical Representation of Data
Structure
Create your own Query for Reports
Scheduling and Exporting Reports
Schedule Inbuilt or Custom Report
Support Multiple Formats
Mobile Client for iPhone and PDAs
Editions
Trouble Ticketing Multi –Site Support Self-Service Portal SLA Management Business Rules Reports
Standard Edition +
Asset & Inventory Management Software Asset Management Purchase Mgmt. Contract Mgmt. Software License Compliance
Professional Edition +
Incident Mgmt.Service Catalog Problem Mgmt. Change Mgmt. CMDB
All Purpose Help Desk Software
IT Help Desk + Asset
Management
ITIL Ready Help Desk Software
Standard Edition Professional Edition
Enterprise Edition
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
The Elite List
And few thousands more…
Thank You
• Website – http://www.mirandell.com.br/me
• For Technical Queries [email protected](11) 4063-5749