Helpdesk Pro Plus

Training and Handover

Introduction

ManageEngine ServiceDesk Plus MSP is a help desk and asset management software solution
that MSPs can use to deliver efficient IT service to their customers
With ServiceDesk Plus MSP, you can provide IT support in the following areas:

 Request
 Problems
 Changes
 Projects
 Solutions
 Assets
 Configuration Management Database (CMDB)
 Purchase
 Contracts
 Reports
Request Module

Tracking, Monitoring and coordinating of Incidents, Service request, Incident Recording,

and Incident Closure.
By keeping track of the outstanding and overdue requests, the Request module helps to
improve the response time and resolution time by your IT help desk team. The Requests
raised by your users are of two types namely, Incident Requests and Service Requests.
 Incident Requests are requests that denote the failure or degradation of an IT service.
For example, Unable to print, unable to fetch mails and so on.
 Service Requests on the other hand are requests raised by the user for support,
delivery, information, advice or documentation. Some examples are installing software
in workstations, resetting lost password, requesting for hardware device and so on
Problems Module

Removing the Underlying causes of the incidents to help improve the quality of IT Services.

A problem is an unknown underlying cause of one or more Incidents.

The objective of Problem Management is to minimize the adverse impact of incidents and
problems on business that are caused by errors within the IT infrastructure, and to prevent
recurrence of Incidents related to these errors. In order to achieve this goal, Problem
Management seeks to get to the root cause of Incidents and then initiate actions to improve
or correct the situation.
The Problem Management process has both reactive and proactive aspects. The reactive
aspect is concerned with solving Problems in response to one or more Incidents. Proactive
Problem Management is concerned with identifying and solving problems and known errors
before incidents occur.
Changes Module

Provide a structure for managing changes in the IT Infrastructure.

Changes arise as a result of problems, but many changes can come from proactively
seeking business benefits such as reducing costs or improving services. The goal of Change
Management is to ensure that standardized methods and procedures are used for efficient
and prompt handling of all Changes in order to minimize the impact of change-related
incidents upon service quality and consequently to improve the day-to-day operations of
the organization.
A change request entails a considered approach to assessment of risk and business
continuity, change impact, resource requirements and change approval. This approach is
important to maintain the balance between the need for change against the impact of
change.
Projects Module

The discipline of planning, organizing, and controlling resources to achieve specific goals.

Using project management, you can create projects: a temporary endeavor to achieve
certain objective/change (within a specific time period) beneficial to your organization.
Effective management of resources like time, budget, manpower and the quality of
work, is the primary goal of project management.
Solutions Module

Enables you to record solutions to the most common problems faced by your users. The
recorded solutions function as a knowledge based for your technicians. The technicians
can refer the knowledge base articles and resolve the request instantly. This reduces the
turnaround time in attending to the requests generated by the requesters and closing the
same.
Assets Module

MSP offers a single view to track and manage all assets with ServiceDesk Plus - MSP, you can track and manage ownership of;

IT and Non-IT Asset Management

 IT assets such as, workstations, switches, routers, printers, and access points
 Non-IT assets such as basic fixtures, furniture, chairs, tables, projectors, and desk phones
 Asset Components such as keyboards, software, software licenses and even printer inks.
Software Asset Management

License Management

MSP helps you to manage software licenses installed across all accounts. You can consolidate and manage all software licenses from a
single screen.  MSP will scan and automatically pickup license keys for Microsoft Windows and Microsoft Word. You can key-in all the
licenses purchased earlier and track future purchase of software licenses through the Purchase module.
Software Metering

MSP helps you to track the usability of the installed software across the account. It gives the count of rarely used, frequently used and
occasionally used software for each account.
Software Compliance

MSP tracks purchased versus installed licenses helping you to ensure software license compliance for each account. The scheduled scan
alerts you when an unauthorized software installation is detected, ensuring software compliance on an on-going basis.
Configuration Management Database CMDB Module

Centralized repository that stores relevant information about all the significant entities in
your IT environment. The entities, termed as Configuration Items (CIs) constitutes of
Hardware, the installed Software Applications, Documents, Business Services and People
that are part of your IT system.
ach CI within the CMDB is grouped under specific CI Types and is represented
with Attributes and Relationships. Attributes are data elements which describe the
characteristics of CIs under a CI Type. For instance, the attributes for CI Type Server would
be Model, Service Tag, Processor Name and so on.
Purchase Module

Streamlines the procurement of required components and allows you to add them as
unassigned assets.
The Purchase module is tightly integrated with the Inventory. You can configure the
vendor-related information and the products supplied by those vendors and their price
quotes in ServiceDesk Plus - MSP. This information helps in making the choice of vendors
while generating the Purchase Order (PO) by comparing the pricing of each vendor.
The purchase process starts with a purchase request and is completed when the
requested component or item has been purchased and reaches the requester of the
purchase request.
Contracts Module

MSP gives you a provision to track such contract details, its date of commencement, and
date of expiry, alert you with a reminder in advance about the expiry of the contract, the
cost incurred for the purchase and renewal of the contract, the kind of maintenance
support provided by the third party vendor, and the third party vendor name with whom
the contract has been signed. Any other related documents to the contract can also be
maintained along with these details as attachments to the contract.
Admin Module

All types of application configurations are grouped under Admin.

The various configurations are Grouped under the following major Heads:

 Helpdesk Configuration,
 Account Configurations,
 Problem/Change Management,
 Discovery,
 Asset Management,
 Software Management,
 User Survey,
 General Settings
Reports Module

MSP gives you a set of preset help desk and asset reports and so on generated from the
data available in the application.
Reference

 https://www.manageengine.com/products/service-desk-msp/help/adminguid
e/projects/project_introduction.html