ITIL & ServiceDesk Plus

Transcription

1 ITIL & ServiceDesk Plus Alex D Paul Director IT Service Management ZOHO Corporation

2 Agenda The Making of ServiceDesk Plus The Road Ahead

3 Making of ServiceDesk Plus

4 Sizing Up Who Were Against Small players Tickets Only Integrated Ticket + Assets was expensive Big 4 were Add-ons and Smart plug-ins

5 Unreasonably Complicated Creating a scheduled maintenance request 19 page downs and lot of code snippets SELECT np.guid, CONVERT(VARCHAR(12), sm.[interval Date], 1) as 'Scheduled Service Date', CONVERT(VARCHAR(12), DATEADD(MONTH, -sm.[interval (In Months)], sm.[interval Date]), 1) as 'Last Service Date', np.[name] FROM inv_scheduled_maintenance sm JOIN vnetworkprinter np on sm._resourceguid = np.guid WHERE sm.[interval date] = CONVERT(VARCHAR(12), GETDATE(), 1) Source:-

6

7 Automations Preventive Maintenance Automatic Ticket Dispatch Notification Rules Business Rules Service Level Agreement

8 Automated Ticket Dispatch Round Robin Distributes equally to all technician Load Balancing Distributes based on the technicians load

9 o Allows you to customize workflow o Follows an Event / Condition / Action model o Automating Dispatch with Groups and Business Rules o Categorize your Frequent occurring tickets. Business Rules

10 Escalations o Four Levels of Proactive Escalations o Response based Escalation o Set up Rules based on many available criteria

11 o Requester/ Technician based Notification o Alerts for Incident, Problem, Change & Asset mgmt o Both SMS & Alerts Notifications

12 User Import & Management Modes of Importing Users Other User based functionalities Active Directory LDAP Users are classified as Requesters & Technicians CSV Import Manual Addition User & Technician Grouping Predefined & Custom Roles

13 Asset Management Operating Systems Windows Mac Linux Unix IP Devices Printer Switches Router Access Points & more Software List of all s/w Software Licensing Software Usage

14 Discovery Windows Domain Scan For Windows Machines only Network Scan For Windows, Linux, Mac Os & other IP Devices Ability to Scan a Range of IPs Agent Based Scanning Light Weight Agent to scan Accurate Details Distributed Asset Scan Scan remote networks and with an AE installation in the remote N/W Stand alone Scan Scan a workstation which is not in the N/w by running a script. Import From CSV Import from a excel or CSV file

15 CMDB

16 Software License Management Managed Categorize your software into different software types Excluded Unidentified Prohibited Freeware Shareware

17 Search Solutions with simple keywords Individual Knowledge Base for Requesters & technicians Approve each solutions on addition Categorize the solutions specific to topic. Knowledge Base

18 Service Catalog

19 Incident Management Incident is a disruption in the normal service The goal of Incident Management is to restore normal services as soon as possible with resolution and recovery.

20 Problem Management

21 Problem Management The goal of Problem Management is to find the root cause of incidents and reduce the impact on business. It is a proactive approach that prevents recurrence of incidents.

22 Change Management

23 Change Management Workflow Tuesday, January 8, 2008

24 More than 100 canned reports in all possible modules and categories Get Reports on the Fly More than 100 inbuilt Reports

25 Choose what you want to see Customize Reports on your own Multiple options to view Reports

26 Graphical Representation of Data Structure Create your own Query for Reports

27 Schedule Inbuilt or Custom Report Support Multiple Formats

28 Copyright 2010 Zoho Corporation

29 Wrong Perception : ITIL takes a lot of time Detailed books and complicated process Expensive Consulting Expensive Tools

30 Typical Monster-ous ITIL Software Reporting Module Add-on Modules Platform

31 ITIL Complicated with Add-ons & Plug-ins

32 ServiceDesk Plus Got ITIL Ready Built-in ITIL Processes works for 80% of businesses Advanced Users can customize the rest 20% Customization Point & Click no coding required

33 As We Stand Today Customers Global Service Desk Deployments World Class Performance APIs

34 The Road Ahead

35 IT Expertise Meets Cloud

36

37 Focus Areas ITIL V3 Alignment Service Portfolio Management PinkVerify Certification Change Management CMS (CMDB) Release (Project) Management Mobile Focus Integration Ready

38 Help Desk Improvements Release / Project Management Telephony Integration Chat Integration Server Failover

39 Alpha Collaborate from the Start Collaborate with Product Managers Share ideas, review product proto-types

40 ITIL Pays More!

41 Toda