1. Bringing IT together
Real-time IT management solutions for the new speed of business

2. Overview Presentation
ServiceDesk Plus MSP
Overview Presentation

3. 8 reasons why MSPs need an ITSM tool
Reduce the cost of service delivery and increase profitability.
Increase customer satisfaction levels.
Be legally compliant in terms of SLAs, and service quality.
Handle and deliver service to individual customers efficiently.
Have better control over the service delivery processes.
Increase operational efficiency of your IT service delivery team.
Reduce risks and downtime in customers’ IT environment.
Easy adherence to ITSM best practices.

4. ITSM implementation challenges for MSPs
NO optimization
ice Management tools are either inadequate or too complex slowing down any ITSM initiative
Not business oriented
NOT scalable
ice Management tools are either inadequate or too complex slowing down any ITSM initiative
Most ITSM tools for MSPs are too rigid and lack the capabilities to deliver service to organizations of various sizes and handle them as customers from a single help desk.
Conventional help desks lack the ability to enable MSPs optimize, and maximize the utilization of all the resources. This results in increased costs of service delivery and affects the profitability of the MSPs.
Help desks for MSPs are business critical, apart from helping them deliver better service to customers, the help desk tool also should aid MSPs in their business critical areas like account management, billing, and account management.

5. How ServiceDesk Plus MSP helps ease the pain and ensures help desk success

6. Enterprise features & start-up affordable
Free download. 30-day free trial. No questions asked.
Profitable account management
Manage, service and support customer profitably from a single help desk.
Easy learning curve for IT staff and end users. Low time to market. Better customer satisfaction.

7. Best practices out of the box for optimal utilization of resources and reduction in delivery costs.
Scalable to handle organizations of all sizes as individual customers.
Highly customizable Right from account specific user interface. No coding skills required.

8. ServiceDesk Plus MSP statistics
5 years in the MSP industry.
Used by 5,000 IT technicians in organizations across 74 countries .
Available in 29 languages.

9. Go mobile… Native Android and iOS mobile apps.
Rise, track, and resolve tickets.
Get instant notification alerts on ticket updates where ever you are.
Approve requests on-the-go.
Monitor your help desk performance with mobile dashboards.

10. Editions

11. Key features

12. Account management
Manage all your customers as individual accounts on ServiceDesk Plus, and provide personalized service with unique login URLs and support s.

13. Account management

14. Maintain customers as individual accounts for better service delivery.
Handle all customer accounts and services in a single central repository.
Automatically dispatch tickets from various accounts to the respective technicians, and groups by configuring business logics.
Ensure timely response and resolutions by defining account specific SLAs and stick to them with appropriate escalation paths.
Build, and maintain a structured knowledge base with limited access to technicians and customers of each account.
Know the caller's personal details like name, account, site and pending tickets before answering the call with the computer telephony integration.

15. with a personalized service. Manage customer Assets easily.
Delight customers
with a personalized service.
Manage customer
Assets easily.
Create support ids for each customer
Fetch s from customers and automatically convert them into tickets.
Distinguish each customer by providing account-specific login URLs.
Provide a personalized look to the customers with a customized self service portal.
Import all customer asset data into the help desk by performing remote scans on the customer network.
Ensure software license compliance for each customer by tracking every software installation, and license allotments.
Take remote control over customer workstations whenever necessary.

16. Accounts list view

17. Automated Billing
Bill your customers based on the complexity of the tickets you handle and automate the entire process of billing

18. Automated Billing

19. maximum profitability.
Bill efficiently for
maximum profitability.
Bill incidents flexibly based on the complexity of the tickets you handle by defining bill rules.
Create service plans to define service usage information like the type of plan, bill cycle/period, base charges, bill rule(s), etc.
Associate service plans to accounts with account contracts.
Automatically notify customers about contract expiry.

20. Service plans Bill rules
Define allowances, base charges and bill cycles
Service plans
Associate bill rules
Define billing criteria
Bill rules
Configure cost details

21. Contract billing Associate service plan Set contract duration
Configure contract expiry notifications
Contract billing
Link appropriate tax plans

22. Incident management
Manage the complete life cycle of all your customers’ incidents with powerful SLAs, built-in automations, and customizable workflows.

24. Pin incidents to the Right technicians To ensure accountability.
Save time &
effort with
Smart automations.
Dynamically assign tickets from various accounts based on predefined business logic like technician auto assign and business rules to ensure accountability.
Greater visibility and tracking of ticket status & fulfillment progress for customers through a self-service portal.
Automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules/alerts, preventive maintenance for timely ticket resolution, and increased customer satisfaction.

25. Link incidents to problems then and there.
Ensure timely
resolution of
Incidents.
Gain
knowledge
with an
In-built
Knowledge base.
Link incidents to problems then and there.
A well-structured, easy, and efficient to use account-specific knowledge base that is available to all technicians to resolve incidents and a self-help system for end users.
Approval workflows for article submission.
Define ticket response and resolution times to manage the tickets.
Define rules for closing tickets.
Send escalations when SLA targets are breached.
Associate multiple incidents tickets with problem ticket and close them all at once.

26. Business rules setup Business rules notification
Define incoming ticket criteria
Business rules setup
Stack up multiple criteria
Perform multiple actions
Business rules notification
Trigger notification on business rule execution

27. SLA configuration SLA escalations Define incoming ticket criteria
Set response and resolution SLAs
Enable multilevel escalations
SLA escalations
Option to escalate before or after a violation

28. Technician auto assign
Choose between auto assign models
Exclude technicians from auto assign
Define exceptions for bypassing auto assign

29. Requests list view Toggle between multiple accounts Custom views
SLA violated
Mail notification from customers

30. Request details View account details Provide resolutions
Add work log details and incident handling charges

31. Knowledge base
Create and share solutions, and articles in a central repository. Provide account specific, role based access permissions, approval workflows, topic wise browsing, and key word search option in the self service portal.

32. KNOWLEDGE BASE

33. Organize your knowledge base. Reduce calls to your help desk.
Solve incidents quicker and better.
Build a comprehensive, searchable account-specific knowledge base of workarounds, resolutions and documentation for easy access by IT staff and end users.
Take advantage of the rich text editor, attach files, tag keywords and organize under configurable topics after review and approval.
Enable customers to access knowledge artefacts in the self service portal.
Provide accurate search capability for quicker access.
Help end users solve their own issues leaving technicians to attend to more important issues.
Say goodbye to lengthy calls. Respond to and resolve tickets better, improve first call rate and reduce escalations.
Capture knowledge for future use reducing training time.

34. Knowledge base
Build account specific knowledge base articles

35. Service catalog
Showcase the range of IT services offered to your accounts, configure category specific workflows, setup approval processes, and define service level agreements to provide outstanding service to your customers.

37. Optimize service delivery Boost productivity with automation workflows
Improve IT visibility
Optimize service delivery
Boost productivity with automation workflows
Showcase the right services to the customers based on their service plans, contracts, roles and relevance.
Automatically assign SLAs, configure workflows, define approval process, set task dependencies and facilitate complete request fulfillment.
Enable the 5-stage approval process, and trigger approval notifications automatically when a service request is raised.

38. Service categories

39. Service catalog

40. Self service portal
Provide a simple, easy-to-use web interface for your customers with account specific login URLs to choose new services and track them until closure. Publish announcements, and enable access to knowledge articles for customer empowerment.

41. SELF SERVICE PORTAL

42. Ensure streamlined communication.
Deflect tickets
from the
Service desk.
Provide visibility
on operations.
Ensure streamlined communication.
Help your customers self-solve simple and repetitive incidents by accessing relevant solutions in the knowledge base.
Remove search overheads with intelligent auto suggest of solutions during ticket creation.
Publish your service catalog to customers and enable access to custom templates during ticket creation.
Keep customers and end users updated on ticket progress and approvals through automated notifications.
Keep customers informed of any outage or planned maintenance through account specific or user specific announcements.

43. Self service portal Request dashboard
Let users search for appropriate solutions

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

46. Proactively nail underlying issues in your IT. Minimize The severity
Of incidents.
Identify the root cause and prevent your IT team from tacking multiple incidents caused by a single problem.
Reduce errors within the IT infrastructure to prevent recurrence of incidents related to these errors.

47. Experience integrated problem management process. Reduce service desk
burden.
Work in tandem with other ITIL processes like incident management, change management, asset management, and CMDB.
Reduce outages, improve service desk resolution times, improve customer satisfaction and reduce cost.
Enable customers to search for known-error records themselves in the self service portal eliminating the need to create incidents in the first place.

48. Problem list view Problem details view Toggle between accounts
Link problem to a change
Problem details view

49. Change management
Implement changes in your customers’ IT environment with minimal impact and risk, with a proper planning and implementation. Customize the change management process by defining change types, change templates, and change stages.

51. Manage changes with precision. Take informed decisions.
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.
Take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB).
Improve productivity and ensure lesser disruptions delivering high quality service.

52. failed and emergency changes.
Streamline planning,
approval and
implementation.
Reduce unauthorized,
failed and emergency changes.
Plan changes extensively using the impact, rollout, back out and checklist options.
Have systematic workflow for every stage, right from submission to reviewing and closing a change so that nothing is missed out.
Streamline approval process at every stage.
Carry out proper risk analysis before implementation taking care of potential glitches.

53. Change calendar

54. Change details Submit for CAB approvals
Associated problems and requests

55. Project management
Manage IT projects better by breaking them down into milestones/tasks and track resource utilization using color coded Gantt charts.

57. Steer IT projects to success. Breakdown projects into milestones &
tasks.
Manage requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently.
Manage projects by creating milestones and further divide each milestone into different tasks.
Gauge the progress to better manage resources and deliver on time.

58. Specify access control. Track progress with Gantt charts.
Set roles and provide access permissions to the members involved in a particular project.
Define what every technician can access in a specific project according to their roles.
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 with colored Gantt charts.

59. Project details

60. Gantt view
Manage resources

61. Milestones
Tasks

62. Asset & CMDB
Discover and maintain an accurate inventory of all your customer IT assets in one place. Draw CI relationship using a simplified drag and drop interface to have a bird’s eye view of customer’s IT infrastructure.

64. Discover, track, and manage IT assets in one place. Map relationships
for impact analysis.
Manage software and ensure compliance.
Scan all customer’s windows, non-windows and network devices into your help desk with simple scanning techniques.
Get all information like hardware specification, software installed, scan history and asset states in a single pane of glass.
Build parent-child hierarchy based relationships between assets with the pre-defined CI types and relationship types or define custom CI types, and map the relationships between each CI in your network for an easy impact analysis.
Monitor all customer software details, usage (unused, rarely used, etc), license types, license agreements, compliance status, and agreement expiry with the software dashboards.
Help customers put IT budgets to effective use by cutting down costs on the rarely used, and unused licenses.

65. Hardware dashboard

66. Asset details Associate requests to assets
Define relationships with other CIs

67. CMBD

68. Software dashboard

69. 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.

70. PURCHASE AND CONTRACTS

71. Never miss Regulate IT purchases. a contract renewal.
Automate supplier interactions and IT purchasing functions with full traceability and visibility.
Maintain master records for various vendors and track purchases from ordering to receipt and 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.

72. Purchases list view

73. Purchase order details

74. Contracts details

75. Reporting
Choose from over a 150+ canned reports, create your own custom reports, schedule reports at desired intervals, and share generated reports in various formats to drive effective help desk decisions.

77. Derive reports across modules.
Quick access to relevant metrics right from dashboard.
Generate over 150+ inbuilt 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 insights easily with one click 'out of the box' reports and custom reports from the GUI.
Use real time dashboards to accurately reflect health of the service desk.
Create relevant custom reports and add them to your dashboard.

79. Built-in reports

80. Reports – Requests by requesters

81. Real –time dashboards

82. INTEGRATIONS

83. Easy remote assistance for quicker resolution.
Automated software deployments to improve help desk
Efficiency.
Provide personalized response.
Remotely share desktops, connect and troubleshoot workstations with the help of Zoho Meetings integration.
Trigger automatic software deployments and enable mobile Device Management capabilities like remote wipe to prevent corporate data theft, pushing profiles, configuring Wifi, VPN, and settings on mobile devices using the ME Desktop Central MSP integration.
Know the caller's personal details like name, account, site and pending tickets before you can answer his/her call with the Computer Telephony Integration (CTI).

84. Computer Telephony Integration (CTI)

85. QuickBooks integration

86. ZOHO integrations – ZOHO CRM, ZOHO Books, & ZOHO Invoice

87. Easy billing and invoicing for increased profitability
Prevent double entries of accounts and invoices across software with the simple QuickBooks integration.
Sync accounts, work log types, and work log time with customers, items, and quantity across ServiceDesk Plus - MSP and QuickBooks, respectively.

88. QuickBooks integration Select modules for integration
Map fields for better integration

89. Pricing strategy Flexibility to downgrade/upgrade license.
Pricing based on number of technicians and nodes
Flexibility to downgrade/upgrade license.
Transparent pricing model.
ServiceDesk Plus MSP’s Standard edition is completely free for specific number of technicians or end users and nodes.
Annual subscription & perpetual license
Sold directly & through partners
Free AMS for professional and enterprise edition

90. CUSTOMER DEPLOYMENTS

91. Tranter IT Infrastructure Services Ltd
200 IT technicians
20,000 end users supported across Nigeria
More than 400 enterprise servers managed
1000s of software licenses and license agreements handled
Hurdles with Previous Tool
Multiple sites of operations
Complete lack of visibility on technician availability, and workload
Inability to attain SLA compliance and handle escalations
ServiceDesk Plus MSP Advantage
The team at Tranter has created sites, and defined site-specific holidays, operational hours, departments, and SLAs, to manage the distributed IT with ease.
Visible reductions in delayed and incorrect assignments with features like business rules and technician auto-assign
Help desk managers now track the SLA compliance and performance of their technicians in real time with the request dashboards

93. Please visit www.servicedeskplusmsp.com for more details.
Thank you!
Please visit for more details.