ServiceDesk Plus MSP

Product Overview
Why ServiceDesk Plus - MSP?
• Capability of Managing Multiple Client’s in one
Help Desk
• Stop Juggling with multiple tools and use the
tool built to perfection in handling multiple
clients.
What is ServiceDesk Plus MSP?

Manage
ITIL
multiple
Help Desk
Accounts

Integrated Automated
Asset Mgmt workflows
Email Fetching in MSP

Fetch Emails from multiple accounts and

distribute it to their account queue automatically.
Tuesday, January 8, 2008
Incident Management in SDP - MSP
Account specific
request forms

Classify requests as
incidents/new
service requests

Track follow ups and

resolutions on a single
screen
Incident Management in SDP MSP

Attach multiple
incidents to a single
problem/change

Or associate to an
existing
problem/change

Create a new
problem/change
Incident Management in SDP MSP

Customize request
templates

Choose to show it
to technicians and
users
Integrated Remote Control
• Take control over the clients desktop in seconds
• Remote control option across external networks

Tuesday, January 8, 2008

Problem Management in SDP MSP

Easy to add
problem analysis,
tasks & solutions

Notify technicians of
problem resolutions
or announcements
Problem Management in SDP MSP

Customize what
you say

Automate notifications to
technicians when problem
actions are taken
Problem Management in SDP MSP

Add multiple tasks

to implement a
problem fix

Set mandatory rules

for closing problems
Change Management in SDP MSP

Manage all details

related to change
in a single location
Change Management in SDP MSP

Add tasks for

implementation

Associate
problems and
incidents

CAB members
need to
recommend the
change
Change Management in SDP MSP

Add members to
the Change
Advisory Board

Define role of the

CAB
Send change details for
recommendation via
email link from
ServiceDesk Plus
Change Management in SDP MSP

Customize what
you say

Automate notifications to
technicians when changes
are initiated or updated

Set mandatory rules for

closing Changes
CMDB in ServiceDesk Plus MSP

Press Start to scan

network for all
assets

Easy navigate
through Assets
CMDB in ServiceDesk Plus MSP

Unique Identifier to
track hardware

Detect all IT Assets -

Hardware and Software
CMDB in ServiceDesk Plus MSP

Find relationships
between
assets/services

Find out who is

affected when a
service goes down
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.
Scanning Remote Networks

Install AE in remote network, scan and export the data to central server and
manage them as if scanned from the NOC

Tuesday, January 8, 2008

Maintain All Asset Information

Maintain all information of

inventory - Hardware and
Software

Ensure software
license compliance
Purchase Management

Set multi levels of

approvals

Process, maintain &

track all assets to
POs
Contracts Management

Associate one contract to

single/multiple assets

Attach Terms &

Conditions to each
contract
Get alerts before the
contract expires
Knowledge Base

Groups/
topics
related to
Accounts

Topics related
to Accounts
Knowledge Base to Requests

Add solutions directly

for request resolution

Search Knowledge
Base from Requests
itself

Rich HTML Editor

with support for
pictures
Self Service Portal
Predefined
templates for easy
logging

User can search for

solutions in
User gets to see all his Knowledge Base
logged requests &
announcements made
Automation – Business Rules

Business Rules to
automate
dispatch

e.g. assign all

Set rules to
mails from HR
automatically set
team to Jack
actions
or/and Network
group
Automation - Notifications

Customize what
you say

Set notification
rules for
automating
responses
Automation – Preventive Maintenance

Schedule recurring
tasks
SLA Management

Multi levels of
escalation

Manage SLAs
Reports - Inbuilt

Get reports on the

fly

More than 100

inbuilt reports
Reports - Customized

Choose what you

want to see
Customize reports
on your own

Multiple options to
view reports
Reports – Query Report

Create your own

query for reports

Graphical
representation of
data structure
Use these
queries in Crystal
Reports
Reports - Schedule

Supports multi
formats
Schedule Inbuilt or
Custom Reports
Surveys

Design surveys
easily

Measure your help

desk CSAT scores

Automate the
process
Surveys

Easily add questions

for the survey
Define
satisfaction
levels
SDP MSP & Active Directory

Enable users/technicians
to login to SDP when
Integrate with logging into Windows
Active Directory

Import users from Schedule for import

Active Directory regularly
Easy Web Interface
The SDP MSP Advantage
Different Editions

Suit your needs

Download & Try

• Download your free trial edition at

www.servicedeskplusmsp.com
• Contact us at eval@manageengine.com for
more information and support
• Check out the live demonstration
 Thank You

Arvind
ServiceDesk Plus MSP Team
arvind@zohocorp.com