ServiceDesk Plus - A Complete Overview

1. IT Management, Simplified Real-time IT management solutions for the new speed of business

2. ServiceDesk Plus OVERVIEW

3. Agenda • ManageEngine • Why ITSM? • ITSM Implementation Challenges • ServiceDesk Plus in Numbers • Key Features • Integrations • Pricing • Customer Deployments • ServiceDesk Plus FREE Edition

4. (Est. 2002) (Est. 1996) (Est. 2005) Enterprise IT Management Solutions Applications for Business, Collaboration, and Productivity Network Management Framework ManageEngine Is the Enterprise IT Management Division of ZOHO Corporation Privately held and profitable since inception (Est. 1996)

5. IT Service ManagementSolution Portfolio ServiceDesk Plus ITIL-Ready Help Desk Software with Asset and Project Management AssetExplorer IT Asset Life Cycle Management Software SupportCenter PlusCustomer Support and Help Desk Management Software Social IT Plus Private Social Network for IT

6. ITSM Implementation Challenges NOT Tailored ice Management tools are either inadequate or too complex slowing down any ITSM initiative NOT Optimal ice Management tools are either inadequate or too complex slowing down any ITSM initiative NO Resources Service Management tools are either inadequate or too complex and slow for any ITSM initiative ITSM initiatives may require external consultants who have limited knowledge of the existing business concepts, methods, tools, services, and the structure of service desk groups Lack of support from top management for ITSM projects results in shortage of resources. This in turn leads to inefficient processes and tools.

7. 7 Reasons Why Your Organization Needs ITSM • Reduce cost of your IT service delivery • Increase customer satisfaction • Reduce risks and downtime • Increase operational efficiency and ensure business continuity • Be legally compliant • Have better control over your IT operations • Help your organization deal with transitions smoothly

8. Here is how ServiceDesk Plus helps ease the pain and ensures help desk success

9. Highly customizableright from the user interface. No coding skills required. Easy learning curvefor IT staff and end users. Low time to market. Enterprise features & SMB affordable. Free download. 30-day free trial. No questions asked.

10. Scalablefor organizations with different process maturities Industry Best Practices Out of the box Wide accessibilityon a wide variety of platforms and with native apps Available as on-premise and SaaS models

11. -10years in the ITSM industry - 125,000 deployments in over 100,000organizations - Used by 750,000 IT technicians in 186 countries - Available in29 languages

12. Versions On-Premise On-Demand Managed Service Provider • Handle multiple customer accounts using a single help desk • Flexible billing module • Computer telephony integration • Single downloadable file • Host within your IT infrastructure • Quick installation and high degree of control over your help desk • Direct control over data and security • Instant signup - requires only a browser and an internet connection • Automatic bug fixes and patch upgrades • We host the application for you • Proven security and privacy

13. Go Mobile • Native Android and iOS mobile apps • Customized for both end users and technicians • Raise, track, and resolve tickets on the fly • Get instant notification alerts on ticket updates anytime and anywhere • Monitor your help desk performance using mobile dashboards

14. Available in 3 Editions

16. Technician count Here is how Disney grew with us 395 20 2005 2015

17. ServiceDesk Plus in 10 Years Customers since inception active until today 58 Active customers who renewed every year 23

18. Key features

19. Incident Management Manage the complete life cycle of incidents with powerful SLAs, built-in automations, and customizable workflows.

21. Save Time and Effort with Smart Automations Pin Incidents to the Right Technicians to Ensure Accountability • Dynamically assign tickets based on predefined business logic like technician auto assign and business rules to ensure accountability • Provide greater visibility to end users through the self-service portal and enable them to track tickets or check the progress of the tickets • Automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules/alerts, and preventive maintenance for timely ticket resolution

22. Gain Knowledge with a built-in Knowledge Base Link Incidents to Problems Then and There Ensure Timely Resolution of Incidents • A well-structured, easy, and efficient to use knowledge base helps technicians to quickly resolve incidents and acts as a self help system for end users • Approval workflows for article submission • Define ticket response and ticket resolution times to manage the tickets • Define rules for closing tickets • Escalate when SLAs are breached • Associate all related incidents to a problem and close all the incidents when the problem is closed

23. Business Rules Setup Business Rules Notification

24. SLA Configuration SLA Escalation

25. Technician Auto Assign

26. Requests List View

27. Request Resolution

28. Custom Views Linking Requests

29. Knowledge Base Create a centralized repository of knowledge base solutions. Provide role-based access permissions, approval workflows, topic-wise browsing, and keyword search option in the self-service portal.

31. Reduce Calls to Your Help Desk Solve Incidents Quicker and Better Organize Your Knowledge Base • Enable end users to access knowledge base solutions in the self-service portal • Provide accurate search capability for quicker access • Help end users to solve their own issues so that the technicians can be free to handle other issues • Build a comprehensive, searchable, and easily accessible knowledge base for technicians and end users that consists of workarounds and resolutions • Take advantage of the rich text editor, attach files, tag keywords, and organize under configurable topics after review and approval • Say goodbye to lengthy calls. Give faster response and resolution for tickets to improve first call rate and to reduce escalations. • Capture knowledge for future use and to reduce training time

32. Knowledge Base

33. Service Catalog Showcase the range of IT services offered, configure category-specific workflows, set up approval processes, and determine service level agreements to provide outstanding service to your end users.

35. Boost Productivity with Automation Workflows Improve IT Visibility Optimize Service Delivery • Automatically assign SLAs, configure workflows, define approval process, set task dependencies, and facilitate complete request fulfillment • Showcase the right services to end users based on their roles and relevance • Enable the 5-stage approval process, and trigger approval notifications automatically when a service request is raised

36. Configure IT and Business Services

37. Service Catalog - Workflow

38. Self-Service Portal Provide a simple and easy-to-use web interface for your end users to choose new services and track the services to closure. Publish announcements and enable access to knowledge articles to empower your end users.

40. Provide Visibility on Operations Ensure Streamlined Communication Deflect Tickets from the Service Desk • Help your end users to self-solve simple and repetitive incidents by accessing relevant solutions in the knowledge base • Remove search overheads with intelligent auto suggestion of solutions during ticket creation • Publish your service catalog to end users and enable access to custom templates during ticket creation • Keep end users updated on ticket progress and approvals through automated notifications • Keep end users informed of any outage or planned maintenance through company wide or user specific announcements

41. Self-Service Portal - Dashboard

42. Self-Service Portal - Request list

43. Self-Service Portal - Choose from Offered Services

44. Problem Management Analyze the root cause of incidents and provide temporary workarounds or permanent fixes to reduce recurring incidents.

46. Minimize the Severity of Incidents Proactively Nail Underlying Issues in Your IT • Reduce errors and prevent recurrence of incidents related to these errors • Identify the root cause of incidents and prevent your IT team from tackling recurring incidents caused by a single problem

47. Experience Integrated Problem Management Process Reduce Service Desk Burden • Work in tandem with other processes like incident management, change management, asset management, and CMDB • Reduce outages, improve service desk resolution times, improve customer satisfaction, and reduce costs • Enable end users to search for known-error records in the self-service portal eliminating the need to create incidents

48. Problem Details View

49. Problem Analysis

50. Change Management Configure separate workflows for different types of changes and implement them with zero impact and risk. Customize your change management process by defining change parameters such as change types, roles, stages, and templates.