IT Management, Simplified

Real-time IT management solutions for the new

speed of business
ServiceDesk Plus
OVERVIEW
Agenda

ManageEngine

Why ITSM?

ITSM Implementation Challenges

ServiceDesk Plus in Numbers

Key Features

Integrations

Pricing

Customer Deployments

ServiceDesk Plus FREE Edition

ManageEngine Is the Enterprise IT Management
Division of ZOHO Corporation
Privately held and profitable since inception

(Est.
1996)

(Est. 2002)
(Est. (Est.
2005) 1996)
Applications for Enterprise IT Network
Business, Collaboration, Management Management
and Productivity Solutions Framework
 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
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
 ITSM Implementation Challenges
NOT Optimal
ice Management tools are either inadequate or too complex slowing down any ITSM initiative
NOT Tailored
ice Management tools are either inadequate or too complex slowing down any ITSM initiative
NO
Resources

Service Management ITSM initiatives may require Lack of support from top
tools are either external consultants who management for ITSM
inadequate or too have limited knowledge of the projects results in
complex and slow for existing business concepts, shortage of resources.
any ITSM initiative methods, tools, services, and This in turn leads to
the structure of service desk inefficient processes and
groups tools.
 Here is how
ServiceDesk Plus
helps ease the pain
and ensures help
desk success
Enterprise features Highly customizable Easy learning
& SMB affordable. right from the user curve
Free download. 30- interface. No coding for IT staff and end
day free trial. No skills required. users. Low time to
questions asked. market.
Industry Best Wide accessibility Scalable for
Practices on a wide variety of organizations with
Out of the box platforms and with different process
native apps maturities
Available as on-premise
and SaaS models
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

On-Premise
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
Versions
On-Demand
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
Managed Service
Provider
Handle multiple customer
accounts using a single
help desk
Flexible billing module
Computer telephony
integration
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
Available in 3 Editions
 Technician count

Here is how 395

Disney
grew with us 20

200 201
5 5
ServiceDesk Customers since
inception active until
Plus in 10 today 58
Years
Active customers who
renewed every year
23
KEY
FEATURES
Incident Management

Manage the complete life cycle of

incidents with powerful SLAs, built-
in automations, and customizable
workflows.
 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
Ensure Timely Gain Link Incidents to
Resolution of Knowledge Problems Then
Incidents with a and There
built-in
Knowledge
Base

Define ticket response

and ticket resolution
times to manage the
tickets
Define rules for closing
tickets
Associate all related
A well-structured, easy, and
incidents to a problem
efficient to use knowledge
and close all the
base helps technicians to
incidents when the
quickly resolve incidents and
problem is closed
acts as a self help system for
end users

Escalate when SLAs are Approval workflows for article

breached submission
Business
Rules Setup

Business
Rules
Notification
 SLA
Configuratio
n

SLA
Escalation
Technician Auto Assign
Requests List View
Request Resolution
Custom
Views

Linking
Requests
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.
Organize Your
Knowledge
Base
topics after review and approval
and organize under configurable
editor, attach files, tag keywords,
Take advantage of the rich text
workarounds and resolutions
and end users that consists of
knowledge base for technicians
searchable, and easily accessible
Build a comprehensive,
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
Solve
Incidents
Quicker
and
Better
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
Knowledge
Base
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.
 Boost Productivity
Improve IT Visibility Optimize Service
with Automation
Delivery
Workflows

Showcase the right Automatically assign SLAs, Enable the 5-stage

services to end users
based on their roles and
relevance
configure workflows, define
approval process, set task
dependencies, and facilitate
complete request fulfillment
approval process, and
trigger approval
notifications
automatically when a
service request is raised
Configure IT and Business Services
Service Catalog -
Workflow
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.
Deflect Tickets Provide Ensure
from the Visibility Streamlined
Service Desk on Communication
Operatio
ns

Help your end users to self- Keep end users informed of

solve simple and repetitive any outage or planned
incidents by accessing automated notifications maintenance through
relevant solutions in the progress and approvals through company wide or user
knowledge base Keep end users updated on ticket specific announcements

Remove search overheads creation

with intelligent auto custom templates during ticket
suggestion of solutions during end users and enable access to
ticket creation Publish your service catalog to
Self-Service Portal - Dashboard
Self-Service Portal - Request list
Self-Service Portal - Choose from Offered
Services
Problem Management

Analyze the root cause of incidents and

provide temporary workarounds or permanent
fixes to reduce recurring incidents.
 Proactively Nail Minimize
Underlying the Severity
Issues in Your IT of Incidents

Identify the root cause of Reduce errors and prevent

incidents and prevent your IT recurrence of incidents related to
these errors
team from tackling recurring
incidents caused by a single
problem
 Experience Reduce
Integrated Service
Problem Desk
Management Burden
Process

Work in tandem with other processes Enable end users to search for known-error
like incident management, change records in the self-service portal eliminating
management, asset management, the need to create incidents
and CMDB

Reduce outages, improve service

desk resolution times, improve
customer satisfaction, and reduce
costs
Problem Details View
Problem Analysis
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.
Manage
Changes with
Precision
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
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
Streamline Reduce
Planning, Unauthorized,
Approval, and Failed, and
Implementation Emergency
Changes

Plan your changes extensively Streamline your approval

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.
process at every stage
Carry out proper risk analysis
before implementation while
taking care of potential
glitches
Change Calendar
Change Planning
Add Change Advisory Board Members
Make Announcements About Changes
Project Management

Manage IT projects better by breaking them

down into milestones and tasks. Track resource
utilization using color coded Gantt charts.
Steer Your IT
Projects to
Success
Manage requirements, plan
releases, track progress,
collaborate with team, and
measure results, or in other
words, manage all your IT
projects efficiently
Break down
Projects into
Milestones &
Tasks
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

Control
Access
Specify
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
Track
Progress
with
Gantt Charts
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
Project Details
Gantt View

Manage Resources
Milestones

Tasks
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.
 Discover, Track,
and Manage
IT Assets in
One Place
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
Map
Relationship
s Ensure
for Impact
Analysis
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
Manage
Software and
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
Classify Assets Configure Asset States
Configure CI Types

Configure Product
Types
Hardware Dashboard
Software Dashboard
CMDB - Relationship Map
Pin problematic assets to
requests

Pin problematic assets to

problems

Pin problematic assets to

changes
View History of Associated Incidents, Problems, and
Changes
Scanned Software
Software License
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.
Purchases
Renewal
IT
a Contract
Regulate
Never Miss

Automate your supplier interactions and Track IT hardware and software

IT purchasing functions with full contracts to improve compliance
traceability and visibility
Associate assets and get proactively
Maintain master records for various notified of contract expiry
vendors and track purchases from
ordering to receipt to invoicing

Reduce delays and cut unnecessary

spending
Purchase Order Life Cycle Management
Purchase Order Details
Contract Details
 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.
 Derive Quick
Reports Access to
Across Relevant
Modules Metrics
Right
from
Dashboa
rd

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
Use real time dashboards to accurately
reflect the health of the service desk
Create relevant custom reports and add
them to your dashboard

Mine data and derive actionable insight

easily with one click 'out of the box'
reports and custom reports from the GUI
 Easy
Ensure Access Understandin
Control g of Trends
for
Strategic
Planning

Place restrictions to add, delete, or Access simple and easy interpretable

modify data time charts

Create private folders and share Take strategic decisions based on the
reports only to people that matter current trend of your help desk
performance
Dashboard
Database Schema
Build Custom Reports
Reports - Open Requests by Technicians
Integrations

ServiceDesk Plus integrates seamlessly with

other ManageEngine and Zoho products to
deliver a full-fledged ITSM experience.
Empower Automated
Your End Software
Users with Deployment
Self Service s to Improve
Password Help Desk
Resets Efficiency

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
 Reduce Advanced
Downtime Service
with the Desk
Right Analytics
Network to
Intelligenc Support
e Decision
Making

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
Gain business critical insights with the
advanced analytics offered by the Zoho
Reports integration
Generate advanced reports from the GUI
for effective decision making

Automate the process of categorizing,

prioritizing, and assigning the incidents to
appropriate technicians
 Pricing

sed
Pricing ba
on no of
s
technician Flexibility to downgrade or upgrade
a nd nodes license
Annual/Monthly
subscription & Transparent pricing model
perpetual licen https://store.manageengine.com/service-desk
se

Same pricing for installed and cloud

Sold directly &
versions
through partners
ServiceDesk Plus is now available for free
r
Free AMS fo across all three editions.
and
Professional
dition
Enterprise e AMS for standard edition is 30$/tech/year
 CUSTOMER
DEPLOYMENTS
 Travel Leaders Group

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

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,

ServiceDesk Plus continues to be a proven processing, and other miscellaneous accounting
enterprise solution for multiple support
departments throughout Travel Leaders Group .
requests.
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
 Manhattan Associates

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

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
companys 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
ServiceDesk Plus has been a great decision both Prevented recurring incidents
functionally and financially. It was quick, easy to Prioritizes the Lync tickets
deploy,scalable, and provided global visibility with
all the processes designed to be 'as global as
Automatically routed the tickets
possible' a good fit for a global organization such Input the solutions into a knowledge base
as ours Greatly improved the clarity and granularity of the
report data
James Arnold
service desk manager
Manhattan Associates
 We're really enjoying using ServiceDesk Plus. it's
really helped us nail our ITIL processes down harder, enabled
This software has really changed the way we far more accurate reporting, and the technicians get a lot
perform customer service at our institution. Manage more out of it than our old help desk. They're also really
Engine is really easy to use so our goal for getting loving the app - they spend a lot of time not at their desks
people to use the system has become more attainable. 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

Chris Joyner, user support Tom Peach-Geraghty

manager, University of IT manager, National Ice
North Carolina, Asheville Centre & Capital FM
Arena, Nottingham
 Thank you

Please visit www.servicedeskplus.com to know us better