This document provides an overview of ServiceDesk Plus, a help desk and IT management software by ManageEngine. It discusses the key features of ServiceDesk Plus, including incident management, problem management, change management, asset management, self-service portal, reporting, and integrations. It also provides statistics on ServiceDesk Plus deployments, pricing information, and an example customer deployment at Travel Leaders Group.

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

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

6. 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

7. ITSM Implementation Challenges
NOT Optimalice Management tools are either inadequate or too complex slowing down 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.
Service Management tools
are either inadequate or too
complex and slow for any
ITSM initiative
NOT Tailoredice Management tools are either inadequate or too complex slowing down any ITSM
initiative
NO Resources

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

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

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

11. ServiceDesk Plus Statistics
- 10 years in the ITSM industry
- 125,000 deployments in over
100,000 organizations
- Used by 750,000 IT technicians in
186 countries
- Available in 29 languages

12. On-Premise On-Demand Managed Service Provider
• 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
• Handle multiple customer
accounts using a single help
desk
• Flexible billing module
• Computer telephony
integration
Versions

13. • 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
Go Mobile

14. Available in 3 Editions

16. Here is how
Disney
grew with us
Technician count
20
395
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. 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
Save Time and
Effort with
Smart Automations
• 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
• 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
Ensure Timely
Resolution of
Incidents
Link Incidents to
Problems Then and
There
• 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. • 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
Solve
Incidents
Quicker
and Better
Organize Your
Knowledge
Base
Reduce Calls
to Your Help
Desk
• 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

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. • 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
Improve IT Visibility Boost Productivity
with Automation
Workflows
Optimize Service Delivery
• 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. • 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
Ensure Streamlined
Communication
Provide
Visibility
on
Operations
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

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

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.

52. Manage
Changes with
Precision
Make
Informed
Decisions
• Log and track changes at every step of
the cycle and reduce the adverse
impact of changes
• Improve visibility and communication to
IT and business stakeholders with
automated workflows and notifications
• Make informed decisions in the
assessment, prioritization, and
scheduling of changes with inputs
from the Change Advisory Board
(CAB)
• Improve productivity and ensure
that there are lesser disruptions to
deliver high quality service

53. Streamline
Planning,
Approval, and
Implementation
Reduce
Unauthorized,
Failed, and
Emergency
Changes
• Plan your changes extensively using
the impact, rollout, backout, and
checklist options
• Have a systematic workflow with
approvals at every stage right from
submission to reviewing and closing
a change. That way, nothing is
missed out.
• Streamline your approval process
at every stage
• Carry out proper risk analysis
before implementation while taking
care of potential glitches

54. Change Calendar

55. Change Planning

56. Add Change Advisory Board Members

57. Make Announcements About Changes

58. Project Management
Manage IT projects better by breaking them down into
milestones and tasks. Track resource utilization using
color coded Gantt charts.

60. • Manage requirements, plan
releases, track progress,
collaborate with team, and measure
results, or in other words, manage
all your IT projects efficiently
• Manage projects by creating milestones
and further divide each milestone into
different tasks
• Gauge the progress of your IT projects and
manage your resources better to deliver on
time
Steer Your IT
Projects to
Success
Break down Projects
into Milestones &
Tasks

61. • Set roles and provide access permissions to
the members involved in a particular project
• Define what every technician can access in a
specific project based on their roles
Get a visual timeline from start to finish of each task,
show the progress of the individual tasks, track the
utilization of your resources and task relationships to
monitor the overall progress of the project using
color coded Gantt charts
Specify
Access
Control
Track
Progress with
Gantt Charts

62. Project Details

63. Gantt View
Manage Resources

64. Tasks
Milestones

65. Asset and CMDB
Discover and maintain an accurate inventory of all IT
assets in one place. Draw CI relationship maps using
a simplified drag and drop interface to have a bird's
eye view of your IT infrastructure.

67. Map
Relationships
for Impact
Analysis
• Scan all your windows, non-
windows, and network devices in
your help desk with simple
scanning techniques
• Get all information like hardware
specification, software installed,
scan history, and asset states in
a single pane of glass
Discover, Track,
and Manage
IT Assets in One
Place
Manage Software
and Ensure
Compliance
• Monitor all your software details,
usage (unused, rarely used etc),
license types, license agreements,
compliance status, and agreement
expiry with the software dashboards
• Put your IT budgets to effective use
by cutting down costs on the rarely
used, and unused licenses
• Build parent-child hierarchy based
relationships between assets with the
pre-defined CI types and relationship
types
• Define custom CI types and map the
relationship between each CI in your
network for an easy impact analysis

68. Configure CI Types
Configure Product Types
Configure Asset StatesClassify Assets

69. Hardware Dashboard

70. Software Dashboard

71. CMDB - Relationship Map

72. Pin problematic assets to requests
Pin problematic assets to problems
Pin problematic assets to changes

73. View History of Associated Incidents, Problems, and Changes

74. Scanned Software

75. Software License

76. Purchase and Contracts
Track and manage your IT purchases from
creation of purchase orders to receipt of items.
Maintain IT contracts in a single place and set
up email notifications to renew them before
expiry.

78. • Automate your supplier interactions and IT
purchasing functions with full traceability and
visibility
• Maintain master records for various vendors
and track purchases from ordering to receipt
to invoicing
• Reduce delays and cut unnecessary
spending
• Track IT hardware and software contracts
to improve compliance
• Associate assets and get proactively
notified of contract expiry
Regulate IT
Purchases
Never Miss
a Contract
Renewal

79. Purchase Order Life Cycle Management

80. Purchase Order Details

81. Contract Details

82. Reporting
Choose from over 150+ canned reports or
create custom reports. Schedule and generate
reports at desired time intervals in standard
industry formats and share them to drive
effective help desk decisions.

84. • Generate over 150+ built-in reports, custom
reports, query reports and flash reports
pertaining to various service desk modules
like requests, problems, changes, assets,
surveys, contracts, and purchase
• Mine data and derive actionable insight easily
with one click 'out of the box' reports and
custom reports from the GUI
Derive
Reports
Across
Modules
Quick
Access to
Relevant
Metrics
Right from
Dashboard
• Use real time dashboards to accurately reflect
the health of the service desk
• Create relevant custom reports and add them
to your dashboard

85. • Place restrictions to add, delete, or modify
data
• Create private folders and share reports
only to people that matter
Easy
Understanding
of Trends for
Strategic
Planning
• Access simple and easy interpretable time
charts
• Take strategic decisions based on the
current trend of your help desk
performance
Ensure Access
Control

86. Dashboard

87. Database Schema

88. Build Custom Reports

89. Reports - Open Requests by Technicians

90. Integrations
ServiceDesk Plus integrates seamlessly with other
ManageEngine and Zoho products to deliver a full-
fledged ITSM experience.

92. • Allow end users to reset passwords, unlock
accounts, and update personal details by
themselves in Microsoft Windows Active Directory
using the ADSelfServicePlus integration. This helps
in reducing a major chunck of tickets to the service
desk.
• Trigger automatic software deployments and
enable mobile Device Management capabilities
like pushing profiles, configuring Wifi, VPN, and
email settings on mobile devices using the ME
Desktop Central integration
Empower Your
End Users with
Self Service
Password
Resets
Automated
Software
Deployments
to Improve
Help Desk
Efficiency

93. • Using the API level OpManager integration, define
triggers or alarms for network-related issues to
automatically create an incident in ServiceDesk Plus
or close incidents when normalcy is restored
• Automate the process of categorizing, prioritizing, and
assigning the incidents to appropriate technicians
• Gain business critical insights with the
advanced analytics offered by the Zoho
Reports integration
• Generate advanced reports from the GUI for
effective decision making
Reduce
Downtime
with the
Right
Network
Intelligence
Advanced
Service
Desk
Analytics to
Support
Decision
Making

94. Pricing
Flexibility to downgrade or upgrade license
Transparent pricing model
https://store.manageengine.com/service-desk
Same pricing for installed and cloud versions
Standard edition is completely free without any
restrictions on the number of technicians or end
users
AMS for standard edition is 30$/tech/year
Pricing based on
no of technicians
and nodes
Annual/Monthly
subscription &
perpetual license
Free AMS for
Professional and
Enterprise edition
Sold directly &
through partners

95. CUSTOMER DEPLOYMENTS

96. • 6,000 travel agents and employees
• 60 support groups
• 1,000+ tickets every day
Travel Leaders Group leverages ServiceDesk Plus to support
traditional IT help desk functions as a mainstay.
ServiceDesk Plus also supports many other support
departments beyond IT.
The ticketing department receives more than 1,000 tickets
every day.
ServiceDesk Plus captures all airline ticket requests and helps
document and process the receipts.
Travel Leaders Group

97. The human resources department leverages ServiceDesk
Plus to capture any type of request employees have related
to the HR department.
The procurement department captures and processes all
requests for new purchases.
The finance department manages invoicing, processing, and
other miscellaneous accounting requests.
Travel Leaders Group
ServiceDesk Plus continues to be a proven enterprise
solution for multiple support departments throughout
Travel Leaders Group . The application has proven itself
through its versatility and process-driven methodology to
play a valuable role within our support structure. The
application is able to support not only IT-related
technologies but is ingrained within our travel support
departments as well.
Greg Bodin
senior IT director
Travel Leaders Group

98. • 2,700 employees and partners
• 11 global offices in Australia, United Kingdom, Latin
America, France, China, Japan, Netherlands, The United
States, Melbourne, Singapore, Bangalore
• 120 IT staff across 3 different sites (Europe, US, and Asia)
Manhattan Associates

99. Manhattan Associates
ServiceDesk Plus has been a great decision both
functionally and financially. It was quick, easy to
deploy, scalable, and provided global visibility with all the
processes designed to be 'as global as possible' a good fit
for a global organization such as ours
James Arnold
service desk manager
Manhattan Associates
The Lync global deployment project in 2014
Soon after the deployment, the service desk got slammed with
an influx of calls as some of the company’s devices did not
receive the Lync package due to defective machines, remote
users, and other reasons.
How did ServiceDesk Plus help?
• Accurate categorization
• Separate work buckets
• Prevented recurring incidents
• Prioritizes the Lync tickets
• Automatically routed the tickets
• Input the solutions into a knowledge base
• Greatly improved the clarity and granularity of the report
data

100. ServiceDesk Plus Free Standard Edition
• First in the industry to offer free help desk,
launched in March 2014
• ServiceDesk Plus Standard edition with full fledged
incident and knowledge management
• No restriction on the number of technicians, end
users, or tickets
• Optional support fee at $30 per tech per year
• 20,000 licenses worth $25 million distributed

101. This software has really changed the way we perform
customer service at our institution. Manage Engine is really easy
to use so our goal for getting people to use the system has
become more attainable.
Chris Joyner, user support
manager, University of North
Carolina, Asheville
We're really enjoying using ​ServiceDesk Plus. it's really
helped us nail our ITIL processes down harder, enabled far more
accurate reporting, and the technicians get a lot more out of it than
our old help desk. They're also really loving the app - they spend a lot
of time not at their desks due to the way our business works, so to be
able to manage their tickets and get push notifications when roaming
around is fantastic." Tom Peach-Geraghty
Tom Peach-Geraghty
IT manager, National Ice
Centre & Capital FM Arena,
Nottingham

103. Thank you
Please visit www.servicedeskplus.com to know us better