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ServiceDesk Plus MSP Product Overview. Why ServiceDesk Plus - MSP? Capability of Managing Multiple Client’s in one Help Desk Stop Juggling with multiple.

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Presentation on theme: "ServiceDesk Plus MSP Product Overview. Why ServiceDesk Plus - MSP? Capability of Managing Multiple Client’s in one Help Desk Stop Juggling with multiple."— Presentation transcript:

1 ServiceDesk Plus MSP Product Overview

2 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.

3 What is ServiceDesk Plus MSP? Manage multiple Accounts ITIL Help Desk Integrated Asset Mgmt Automated workflows

4

5 Fetching in MSP Fetch s from multiple accounts and distribute it to their account queue automatically. Tuesday, January 8, 2008

6 Incident Management in SDP - MSP Classify requests as incidents/new service requests Account specific request forms Track follow ups and resolutions on a single screen

7 Incident Management in SDP MSP Attach multiple incidents to a single problem/change Create a new problem/change Or associate to an existing problem/change

8 Incident Management in SDP MSP Customize request templates Choose to show it to technicians and users

9 Integrated Remote Control Take control over the clients desktop in seconds Remote control option across external networks Tuesday, January 8, 2008

10 Problem Management in SDP MSP Easy to add problem analysis, tasks & solutions Notify technicians of problem resolutions or announcements

11 Problem Management in SDP MSP Customize what you say Automate notifications to technicians when problem actions are taken

12 Problem Management in SDP MSP Add multiple tasks to implement a problem fix Set mandatory rules for closing problems

13 Change Management in SDP MSP Manage all details related to change in a single location

14 Change Management in SDP MSP Associate problems and incidents Add tasks for implementation CAB members need to recommend the change

15 Change Management in SDP MSP Add members to the Change Advisory Board Define role of the CAB Send change details for recommendation via link from ServiceDesk Plus

16 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

17 CMDB in ServiceDesk Plus MSP Press Start to scan network for all assets Easy navigate through Assets

18 CMDB in ServiceDesk Plus MSP Detect all IT Assets - Hardware and Software Unique Identifier to track hardware

19 CMDB in ServiceDesk Plus MSP Find relationships between assets/services Find out who is affected when a service goes down

20 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.

21 Scanning Remote Networks Tuesday, January 8, 2008 Install AE in remote network, scan and export the data to central server and manage them as if scanned from the NOC

22 Maintain All Asset Information Ensure software license compliance Maintain all information of inventory - Hardware and Software

23 Purchase Management Set multi levels of approvals Process, maintain & track all assets to POs

24 Contracts Management Associate one contract to single/multiple assets Get alerts before the contract expires Attach Terms & Conditions to each contract

25 Knowledge Base Topics related to Accounts Groups/ topics related to Accounts

26 Knowledge Base to Requests Search Knowledge Base from Requests itself Add solutions directly for request resolution Rich HTML Editor with support for pictures

27 Self Service Portal User gets to see all his logged requests & announcements made User can search for solutions in Knowledge Base Predefined templates for easy logging

28 Automation – Business Rules Set rules to automatically set actions Business Rules to automate dispatch e.g. assign all mails from HR team to Jack or/and Network group

29 Automation - Notifications Set notification rules for automating responses Customize what you say

30 Automation – Preventive Maintenance Schedule recurring tasks

31 SLA Management Manage SLAs Multi levels of escalation

32 Reports - Inbuilt More than 100 inbuilt reports Get reports on the fly

33 Reports - Customized Customize reports on your own Choose what you want to see Multiple options to view reports

34 Reports – Query Report Create your own query for reports Graphical representation of data structure Use these queries in Crystal Reports

35 Reports - Schedule Schedule Inbuilt or Custom Reports Supports multi formats

36 Surveys Measure your help desk CSAT scores Design surveys easily Automate the process

37 Surveys Easily add questions for the survey Define satisfaction levels

38 SDP MSP & Active Directory Integrate with Active Directory Import users from Active Directory Schedule for import regularly Enable users/technicians to login to SDP when logging into Windows

39 Easy Web Interface

40 The SDP MSP Advantage

41 Different Editions Suit your needs

42 Download & Try Download your free trial edition at Contact us at for more information and Check out the live demonstration

43 Thank You Arvind ServiceDesk Plus MSP Team


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