IT Management, Simplified Real-time IT management solutions for the new speed of business

Transcription

1 IT Management, Simplified Real-time IT management solutions for the new speed of business

2 ServiceDesk Plus OVERVIEW

3 Agenda ManageEngine Why ITSM? ITSM Implementation Challenges ServiceDesk Plus in Numbers Key Features Integrations Pricing Customer Deployments ServiceDesk Plus FREE Edition

4 ManageEngine Is the Enterprise IT Management Division of ZOHO Corporation Privately held and profitable since inception (Est. 1996) (Est. 2002) (Est. 1996) (Est. 2005) Applications for Business, Collaboration, and Productivity Enterprise IT Management Solutions Network Management Framework

5 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

6 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

7 ITSM Implementation Challenges NOT Optimal ice Management tools are either inadequate or too complex slowing down any ITSM initiative Service Management tools are either inadequate or too complex and slow for any ITSM initiative NOT Tailored ice Management tools are either inadequate or too complex slowing down any ITSM initiative ITSM initiatives may require external consultants who have limited knowledge of the existing business concepts, methods, tools, services, and the structure of service desk groups NO Resources Lack of support from top management for ITSM projects results in shortage of resources. This in turn leads to inefficient processes and tools.

8 Here is how ServiceDesk Plus helps ease the pain and ensures help desk success

9 Enterprise features & SMB affordable. Free download. 30-day free trial. No questions asked. Highly customizable right from the user interface. No coding skills required. Easy learning curve for IT staff and end users. Low time to market.

10 Industry Best Practices Out of the box Wide accessibility on a wide variety of platforms and with native apps Available as on-premise and SaaS models Scalable for organizations with different process maturities

11 - 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 ServiceDesk Plus Statistics

12 Versions 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 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

13 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

14 Available in 3 Editions

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16 Technician count Here is how Disney grew with us

17 ServiceDesk Plus in 10 Years Customers since inception active until today 58 Active customers who renewed every year 23

18 KEY FEATURES

19 Incident Management Manage the complete life cycle of incidents with powerful SLAs, built-in automations, and customizable workflows.

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21 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

22 Gain Knowledge with a built-in Knowledge Base Ensure Timely Resolution of Incidents Define ticket response and ticket resolution times to manage the tickets Define rules for closing tickets Escalate when SLAs are breached A well-structured, easy, and efficient to use knowledge base helps technicians to quickly resolve incidents and acts as a self help system for end users Approval workflows for article submission Link Incidents to Problems Then and There Associate all related incidents to a problem and close all the incidents when the problem is closed

23 Business Rules Setup Business Rules Notification

24 SLA Configuration SLA Escalation

25 Technician Auto Assign

26 Requests List View

27 Request Resolution

28 Custom Views Linking Requests

29 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.

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31 Reduce Calls to Your Help Desk Organize Your Knowledge Base 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 Take advantage of the rich text editor, attach files, tag keywords, and organize under configurable topics after review and approval Build a comprehensive, searchable, and easily accessible knowledge base for technicians and end users that consists of workarounds and resolutions

32 Knowledge Base

33 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.

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35 Improve IT Visibility Showcase the right services to end users based on their roles and relevance Optimize Service Delivery Automatically assign SLAs, configure workflows, define approval process, set task dependencies, and facilitate complete request fulfillment Boost Productivity with Automation Workflows Enable the 5-stage approval process, and trigger approval notifications automatically when a service request is raised

36 Configure IT and Business Services

37 Service Catalog - Workflow

38 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.

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40 Remove search overheads with intelligent auto suggestion of solutions during ticket creation Publish your service catalog to end users and enable access to custom templates during ticket creation Help your end users to self-solve simple and repetitive incidents by accessing relevant solutions in the knowledge base Ensure Streamlined Communication Provide Visibility on Operations Keep end users updated on ticket progress and approvals through automated notifications Deflect Tickets from the Service Desk Keep end users informed of any outage or planned maintenance through company wide or user specific announcements

41 Self-Service Portal - Dashboard

42 Self-Service Portal - Request list

43 Self-Service Portal - Choose from Offered Services

44 Problem Management Analyze the root cause of incidents and provide temporary workarounds or permanent fixes to reduce recurring incidents.

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46 Minimize the Severity of Incidents Proactively Nail Underlying Issues in Your IT Identify the root cause of incidents and prevent your IT team from tackling recurring incidents caused by a single problem Reduce errors and prevent recurrence of incidents related to these errors

47 Experience Integrated Problem Management Process Work in tandem with other processes like incident management, change management, asset management, and CMDB Reduce outages, improve service desk resolution times, improve customer satisfaction, and reduce costs Reduce Service Desk Burden Enable end users to search for known-error records in the self-service portal eliminating the need to create incidents

48 Problem Details View

49 Problem Analysis

50 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.

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52 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

53 Streamline Planning, Approval, and Implementation Plan your changes extensively 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. Reduce Unauthorized, Failed, and Emergency Changes Streamline your approval process at every stage Carry out proper risk analysis before implementation while taking care of potential glitches

54 Change Calendar

55 Change Planning

56 Add Change Advisory Board Members

57 Make Announcements About Changes

58 Project Management Manage IT projects better by breaking them down into milestones and tasks. Track resource utilization using color coded Gantt charts.

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60 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

61 Specify Access Control 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

62 Project Details

63 Gantt View Manage Resources

64 Milestones Tasks

65 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.

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67 Map Relationships for Impact Analysis Discover, Track, and Manage IT Assets in One Place Scan all your windows, nonwindows, and network devices in your help desk with simple scanning techniques Build parent-child hierarchy based relationships between assets with the pre-defined CI types and relationship types Get all information like hardware specification, software installed, scan history, and asset states in a single pane of glass Define custom CI types and map the relationship between each CI in your network for an easy impact analysis Manage Software and Ensure 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

68 Classify Assets Configure Asset States Configure CI Types Configure Product Types

69 Hardware Dashboard

70 Software Dashboard

71 CMDB - Relationship Map

72 Pin problematic assets to requests Pin problematic assets to problems Pin problematic assets to changes

73 View History of Associated Incidents, Problems, and Changes

74 Scanned Software

75 Software License

76 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 notifications to renew them before expiry.

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78 Never Miss a Contract Renewal Regulate IT Purchases Automate your supplier interactions and IT purchasing functions with full traceability and visibility Maintain master records for various vendors and track purchases from ordering to receipt to invoicing Reduce delays and cut unnecessary spending Track IT hardware and software contracts to improve compliance Associate assets and get proactively notified of contract expiry

79 Purchase Order Life Cycle Management

80 Purchase Order Details

81 Contract Details

82 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.

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84 Derive Reports Across Modules 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 Mine data and derive actionable insight easily with one click 'out of the box' reports and custom reports from the GUI Quick Access to Relevant Metrics Right from Dashboard Use real time dashboards to accurately reflect the health of the service desk Create relevant custom reports and add them to your dashboard

85 Ensure Access Control Easy Understanding of Trends for Strategic Planning Place restrictions to add, delete, or modify data Access simple and easy interpretable time charts Create private folders and share reports only to people that matter Take strategic decisions based on the current trend of your help desk performance

86 Dashboard

87 Database Schema

88 Build Custom Reports

89 Reports - Open Requests by Technicians

90 Integrations ServiceDesk Plus integrates seamlessly with other ManageEngine and Zoho products to deliver a full-fledged ITSM experience.

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92 Empower Your End Users with Self Service Password Resets 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. Automated Software Deployments to Improve Help Desk Efficiency Trigger automatic software deployments and enable mobile Device Management capabilities like pushing profiles, configuring Wifi, VPN, and settings on mobile devices using the ME Desktop Central integration

93 Reduce Downtime with the Right Network Intelligence 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 Automate the process of categorizing, prioritizing, and assigning the incidents to appropriate technicians Advanced Service Desk Analytics to Support Decision Making Gain business critical insights with the advanced analytics offered by the Zoho Reports integration Generate advanced reports from the GUI for effective decision making

94 Pricing d on Pricing base ians no of technic and nodes Annual/Monthly subscription & perpetual license Sold directly & through partners Free AMS for d Professional an ion Enterprise edit Flexibility to downgrade or upgrade license Transparent pricing model Same pricing for installed and cloud versions Standard edition is completely free without any restrictions on the number of technicians or end users AMS for standard edition is 30$/tech/year

95 CUSTOMER DEPLOYMENTS

96 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.

97 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. ServiceDesk Plus continues to be a proven enterprise solution for multiple support departments throughout Travel Leaders Group. 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 The finance department manages invoicing, processing, and other miscellaneous accounting requests.

98 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)

99 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 company s devices did not receive the Lync package due to defective machines, remote users, and other reasons. How did ServiceDesk Plus help? ServiceDesk Plus has been a great decision both functionally and financially. It was quick, easy to deploy, scalable, and provided global visibility with all the processes designed to be 'as global as possible' a good fit for a global organization such as ours James Arnold service desk manager Manhattan Associates Accurate categorization Separate work buckets Prevented recurring incidents Prioritizes the Lync tickets Automatically routed the tickets Input the solutions into a knowledge base Greatly improved the clarity and granularity of the report data

100 ServiceDesk Plus Free Standard Edition First in the industry to offer free help desk, launched in March 2014 ServiceDesk Plus Standard edition with full fledged incident and knowledge management No restriction on the number of technicians, end users, or tickets Optional support fee at $30 per tech per year 20,000 licenses worth $25 million distributed

101 This software has really changed the way we perform customer service at our institution. Manage Engine is really easy to use so our goal for getting people to use the system has become more attainable. Chris Joyner, user support manager, University of North Carolina, Asheville We're really enjoying using ServiceDesk Plus. it's really helped us nail our ITIL processes down harder, enabled far more accurate reporting, and the technicians get a lot more out of it than our old help desk. They're also really loving the app - they spend a lot of time not at their desks 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 Tom Peach-Geraghty IT manager, National Ice Centre & Capital FM Arena, Nottingham

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