Apresentação do ServiceDesk Plus, solução completa para gerenciamento de helpdesk, aderente ao ITIL. Além das tarefas normais de controle de chamados, possui Catálogo de Serviços, GMUD, Gestão de Problemas, Base de Conhecimento e agora com Gerenciamento de Projetos de TI

1. ServiceDesk Plus Overview
Rodrigo Miranda
Certified Professional ManageEngine
Netrunner Tecnologia

2. 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

3. Working with ServiceDesk Plus

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

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
Ticket
Dispatch
Business
Rules
Service
Level
Agreement
Notification
Rules
Preventive
Maintenance

8. 1.Automatic Ticket dispatch
Round Robin Load Balancing
Distributes equally to
all technician
Distributes based on
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,
Problem, Change
& Asset mgmt
o Both SMS &
Email Alerts

12. 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

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
Systems
• Windows
• Mac
• Linux
• Unix
IP Devices
• Printer
• Switches
• Router
• Access
Points &
more
Software
• List of all s/w
• Software
Licensing
• Software
Usage

28. Modes of Asset Discovery
• For Windows Machines only
Windows Domain Scan
• For Windows, Linux, Mac Os & other IP Devices
• Ability to Scan a Range of IPsNetwork Scan
• Light Weight Agent to scan Accurate Details
Agent Based Scanning
• Scan remote networks and with an AE installation
in the remote N/WDistributed Asset Scan
• Scan a workstation which is not in the N/w by
running a script.Stand alone Scan
• 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
Unidentified
Prohibited
Freeware
Shareware
Categorize your software
into different software
types

31. 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

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

33. Purchase Order lifecycle

34. Contract Management
Maintenance Contract
Create and
Track
Contract
with your
Vendors
Attached
Scanned
Copies of
the Actual
Contract
Timely
Reminders
for
Renewing
the
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
More than 100 inbuilt
Reports
Get Reports on the Fly

37. Dashboards

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

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

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

41. Mobile Client for iPhone and PDAs

42. 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

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.netrunner.com.br/me
• For Technical Queries
suporte@netrunner.com.br
(11) 4964-6060