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ServiceDesk Plus - PowerPoint PPT Presentation


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ServiceDesk Plus. Product Overview Presented by ManageEngine. Are you looking for?. A help desk application? A single package for all your service desk needs? Understand what value ServiceDesk Plus can offer? How you can improve your help desk productivity?

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Presentation Transcript
slide1

ServiceDesk Plus

Product Overview

Presented by

ManageEngine

slide2

Are you looking for?

  • A help desk application?
  • A single package for all your service desk needs?
  • Understand what value ServiceDesk Plus can offer?
  • How you can improve your help desk productivity?
  • The right tool for your technical support requirements?
slide5

Incident Management in SDP

Set urgency & priority levels

Classify requests as incidents/new service requests

Track follow ups and resolutions on a single screen

slide6

Incident Management in SDP

Attach multiple incidents to a single problem/change

Or associate to an existing problem/change

Create a new problem/change

slide7

Incident Management in SDP

Customize request templates

Choose to show it to technicians and users

slide8

Problem Management in SDP

Easy to add problem analysis, tasks & solutions

Notify technicians of problem resolutions or announcements

slide9

Problem Management in SDP

Customize what you say

Automate notifications to technicians when problem actions are taken

slide10

Problem Management in SDP

Add multiple tasks to implement a problem fix

Set mandatory rules for closing problems

slide11

Change Management in SDP

Manage all details related to change in a single location

slide12

Change Management in SDP

Add tasks for implementation

Associate problems and incidents

CAB members need to recommend the change

slide13

Change Management in SDP

Add members to the Change Advisory Board

Define role of the CAB

Send change details for recommendation via email link from ServiceDesk Plus

slide14

Change Management in SDP

Customize what you say

Automate notifications to technicians when changes are initiated or updated

Set mandatory rules for closing Changes

slide15

CMDB in ServiceDesk Plus

Press Start to scan network for all assets

Easy navigate through Assets

slide16

CMDB in ServiceDesk Plus

Unique Identifier to track hardware

Detect all IT Assets - Hardware and Software

slide17

CMDB in ServiceDesk Plus

Find relationships between assets/services

Find out who is affected when a service goes down

slide18

Integrated Asset Management

Easy scan of hardware and software – without agents (Windows and Linux)‏

Track all asset details – IT & Non ITincl. routers, switches, printers etc.

slide19

Maintain All Asset Information

Maintain all information of inventory - Hardware and Software

Ensure software license compliance

slide20

Purchase Management

Set multi levels of approvals

Process, maintain & track all assets to POs

slide21

Contracts Management

Associate one contract to single/multiple assets

Attach Terms & Conditions to each contract

Get alerts before the contract expires

slide22

Knowledge Base

Maintain categorized knowledge base

Understand what users are searching for

Search through KB for solutions

slide23

Knowledge Base to Requests

Add solutions directly for request resolution

Search Knowledge Base from Requests itself

Rich HTML Editor with support for pictures

slide24

Self Service Portal

Predefined templates for easy logging

User can search for solutions in Knowledge Base

User gets to see all his logged requests & announcements made

slide25

Automation – Business Rules

Business Rules to automate dispatch

e.g. assign all mails from HR team to Jack or/and Network group

Set rules to automatically set actions

slide26

Automation - Notifications

Customize what you say

Set notification rules for automating responses

slide28

SLA Management

Multi levels of escalation

Manage SLAs

slide29

Reports - Inbuilt

Get reports on the fly

More than 100 built-in reports

slide30

Reports - Customized

Choose what you want to see

Customize reports on your own

Multiple options to view reports

slide31

Reports – Query Report

Create your own query for reports

Graphical representation of data structure

Use these queries in Crystal Reports

slide32

Reports - Schedule

Supports multi formats

Schedule Inbuilt or Custom Reports

slide33

Surveys

Design surveys easily

Measure your help desk CSAT scores

Automate the process

slide34

Surveys

Easily add questions for the survey

Define satisfaction levels

slide35

SDP & Active Directory

Enable users/technicians to login to SDP when logging into Windows

Integrate with Active Directory

Import users from Active Directory

Schedule for import regularly

slide38

Different Editions

Suit your needs

slide39

Download & Try

  • Download your free trial edition at www.servicedeskplus.com
  • Contact us at abri@itrtech.co.za for more information and support
  • Check out the live demonstration
slide40

Thank You

Abri van Tonder

ServiceDesk Plus Team

abri@itrtech.co.za

011 314 7533

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