ServiceDesk Plus On-Demand Comparison Document ServiceDesk Plus v8 vs ServiceDesk Plus On- Demand ENTERPRISE VERSIONS

Transcription

1 ServiceDesk Plus On-Demand Comparison Document ServiceDesk Plus v8 vs ServiceDesk Plus On- Demand ENTERPRISE VERSIONS This document gives a feature wise comparison between the enterprise editions of ServiceDesk Plus and ServiceDesk Plus On-Demand

2 2 Features Enterprise Edition Installed On-Demand 1. General 1.1 Easy web based access 1.2 Provision to create custom tracking fields 1.3 Minimal learning curve supported with simple user training 1.4 Supports ITIL Standards 1.5 Configuration wizard to setup software 1.6 Data Archiving 2. ITIL Standards Support 2.1 Service Catalog 2.2 Incident Management 2.3 Problem Management 2.4 Change Management 2.5 Release Management 2.6 Integrated CMDB 3. Call Tracking/ Request Management 3.1 Request modes Phone Self-Service portal 3.2 Multi-site Support 3.3 Central repository to log and track issues 3.4 Auto-generation of tickets 3.5 Announcements to display important crisis to the users 3.6 Maintenance Contracts links 3.7 Send and receive from the application 3.8 Send and receive SMS (short message services) from the application 3.9 Create tickets from incoming Parser 3.10 Automatic classification and routing of messages 3.11 Forward requests manually and automatically 3.12 Request Form Customization Linking two similar requests 3.13 Rich text editor and ability to add attachments 3.14 Requests Scheduling

3 Technician Calendar 3.16 Technician access roles 3.17 Fine grained authorizations 3.18 Creating multiple tasks for the request 3.19 Handling of dependent task Spam Filter & tification Filter 3.21 Classification and routing based on work groups 3.22 Instant request and workstation history 3.23 Request classification by category 3.24 Communicate priorities and severities along with the request 3.25 Automatic escalation of requests based on Business Rules 3.26 Trigger when a business rule is matched 3.27 Apply business rule after editing a request 3.28 Continue with subsequent business rules after one rule is matched 3.29 Queue support to efficiently manage technicians 3.30 Provision to attach documents to a request 3.31 Manage, edit, assign, and close tickets as a group 3.32 Request Closing Rules 3.33 Manager Dashboard 3.34 Round Robin method to assign tickets 3.35 Ticket Load Balancing 4. Service Catalog 4.1 Record Service Request 4.2 Managing the menu as Service Categories and Services 4.3 Service Level Agreement 4.4 Service Request Approval 4.5 Add tasks to the Service Request 4.6 Add Resources to the Catalog 4.7 Manage the catalog for different user groups 5. Incident Management 5.1 Incident Classification 5.2 Record Service Requests 5.3 Impact 5.4 Urgency 5.5 Priority

4 4 5.6 Status (e.g., Open, On hold, Closed,etc.) 5.7 Link incidents to assets and CIs 5.8 Incident Templates 6. Self-Service 6.1 Self-service portal included with the Help Desk 6.2 Is it web-based? 6.3 End users can create new requests 6.4 End users can create new Service Requests 6.5 End users can create new requests 6.6 Check status and update existing requests 6.7 Update contact details 6.8 Search knowledge base for users 6.9 Access to Frequently Asked Questions (FAQs) 7. Knowledge Management 7.1 Access to knowledge management services for technicians 7.2 Approval for newly added solution 7.3 Keyword search to find solutions based on request description 7.4 Indexed document search for faster results 7.5 Search history with previously resolved requests 7.6 Frequently Asked Questions (FAQs) 7.7 Rich text editor 8. Problem Management 8.1 Problem detection and classification 8.2 Initiate new problem from incident 8.3 Initiate/Record new problem 8.4 Associate multiple incidents to a single problem 8.5 Problem priority 8.6 Add analysis on root cause, impact etc. 8.7 Add workaround, solutions or known-error 8.8 Problem closure 9. Change Management 9.1 Initiate/Record new change request 9.2 Initiate change request from incident/problem 9.3 Associate multiple incidents/problems to a change 9.4 Create Change Advisory Boards (CABs) 9.5 Send for approval to CAB members

5 5 9.6 Technician license required for Change request approval for CAB members 9.7 Add impact analysis, root cause and symptoms 9.8 Record workarounds and solutions 9.9 Coordinate change implementation 9.10 Review changes 9.11 Make announcements to technicians and/or end users 10. Asset Management 10.1 Automatic discovery of workstations in the network 10.2 Discovery of all IP devices such as printer, scanner etc 10.3 Discovery and complete scan for Windows, Linux and Mac machines 10.4 Discovery with agent 10.5 Discovery without agent 10.6 Discovery with probe 10.7 Distributed workstation scan 10.8 Import assets & software licesnes from CSV 10.9 Vendor and asset associations along with details Assets and Asset relationships Asset History along with the request Define business rules for assets Software compliance Support for Client Access License (CAL) and Volume based Software licensing Build asset list dynamically scanning networks or importing files 11. Contracts Management 11.1 Create and manage contracts 11.2 Add information and attach documents related to contract 11.3 Associate contracts to Assets 11.4 Generate alarms before contracts expire 12. Purchase Management 12.1 Manage purchase requests 12.2 Directly contact vendor from application 12.3 Integration with purchase, assets, and vendors 12.4 Purchase order approval system 12.5 Add invoice details to the PO 12.6 Reconciling purchased asset with scanned asset

6 6 13. SLA Management 13.1 Configure different levels of escalation 13.2 Automate escalations during escalation 13.3 tify before SLA is breached 13.4 First Response based SLA 14. Reporting 14.1 Pre-built standard reports 14.2 Custom reports in tabular format 14.3 Query builder for Reports 14.4 Flash Reports 14.5 Integration with third party reporting software like Crystal Reports 14.6 Reports to be exported as.csv,.xls and Pdf format 14.7 Reports Scheduler (Auto generation & distribution) 14.8 Analyze trends and performance levels 14.9 Real-time update on reports Save and schedule customized reports 15. Surveys 15.1 Generate surveys 15.2 Customize questions for surveys 15.3 Schedule surveys 15.4 Set rules on when to send surveys (e.g.after so many requests from an user is closed) 16. Integration 16.1 Integration with Integration with short message services( text) 16.3 API Integration 16.4 Integration with Network Management Software 16.5 Integration with Active Directory 16.6 Integration with Iphone and PDA 16.7 Integration with remote control 16.8 Integration with Computer Telephony 16.9 Interface to integrate with External Data Integration with Desktop Central 17. Implementation 17.1 Quick and easy implementation 17.2 Need to install application? 17.3 Server Configuration needeed? 17.4 Instant Scalability

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