Overview Presentation of ServiceDesk Plus 8.2

1. ServiceDesk Plus
Product Overview
Presented by
ManageEngine

2. 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?

3. What is ServiceDesk Plus?

5. Incident Management in SDP
Classify requests as
incidents/new
service requests
Set urgency &
priority levels
Track follow ups and
resolutions on a single
screen

6. Incident Management in SDP
Attach multiple
incidents to a single
problem/change
Create a new
problem/change
Or associate to an
existing
problem/change

7. Incident Management in SDP
Customize request
templates
Choose to show it
to technicians and
users

8. Problem Management in SDP
Easy to add
problem analysis,
tasks & solutions
Notify technicians of
problem resolutions
or announcements

9. Problem Management in SDP
Customize what
you say
Automate notifications to
technicians when problem
actions are taken

10. Problem Management in SDP
Add multiple tasks
to implement a
problem fix
Set mandatory rules
for closing problems

11. Change Management in SDP
Manage all details
related to change
in a single location

12. Change Management in SDP
Associate
problems and
incidents
Add tasks for
implementation
CAB members
need to
recommend the
change

13. 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

14. Change Management in SDP
Customize what
you say
Automate notifications to
technicians when changes
are initiated or updated
Set mandatory rules for
closing Changes

15. CMDB in ServiceDesk Plus
Press Start to scan
network for all
assets
Easy navigate
through Assets

16. CMDB in ServiceDesk Plus
Detect all IT Assets -
Hardware and Software
Unique Identifier to
track hardware

17. CMDB in ServiceDesk Plus
Find relationships
between
assets/services
Find out who is
affected when a
service goes down

18. Integrated Asset Management
Easy scan of hardware and
software – without agents
(Windows and Linux)
Track all asset details – IT &
Non IT
incl. routers, switches,
printers etc.

19. Maintain All Asset Information
Ensure software
license compliance
Maintain all information of
inventory - Hardware and
Software

20. Purchase Management
Set multi levels of
approvals
Process, maintain &
track all assets to
POs

21. Contracts Management
Associate one contract to
single/multiple assets
Get alerts before the
contract expires
Attach Terms &
Conditions to each
contract

22. Knowledge Base
Maintain categorized
knowledge base
Search through KB
for solutions
Understand what
users are searching
for

23. Knowledge Base to Requests
Search Knowledge
Base from Requests
itself
Add solutions directly
for request
resolution
Rich HTML Editor
with support for
pictures

24. Self Service Portal
User gets to see all his
logged requests &
announcements made
User can search for
solutions in
Knowledge Base
Predefined
templates for
easy logging

25. Automation – Business Rules
Set rules to
automatically set
actions
Business Rules to
automate
dispatch
e.g. assign all
mails from HR
team to Jack
or/and Network
group

26. Automation - Notifications
Set notification
rules for
automating
responses
Customize what
you say

27. Automation – Preventive Maintenance
Schedule recurring
tasks

28. SLA Management
Manage SLAs
Multi levels of
escalation

29. Project Management
sks & Milestones
Project History

30. Project Mgmt – Task Dependency Map

31. Project Management – Gantt View

32. Reports - Inbuilt
More than 100
built-in reports
Get reports on the
fly

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

34. Reports – Query Report
Create your own
query for reports
Graphical
representation of
data structure
Use these
queries in Crystal
Reports

35. Reports - Schedule
Schedule Inbuilt or
Custom Reports
Supports multi
formats

36. Surveys
Measure your help
desk CSAT scores
Design surveys
easily
Automate the
process

37. Surveys
Easily add questions
for the survey
Define
satisfaction
levels

38. SDP & Active Directory
Integrate with
Active Directory
Import users from
Active Directory
Schedule for import
regularly
Enable users/technicians
to login to SDP when
logging into Windows

39. Easy Web Interface

40. The SDP Advantage

41. Different Editions
Suit your needs

42. 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

43. Thank You
Abri van Tonder
ServiceDesk Plus Team
abri@itrtech.co.za
011 314 7533