1. ServiceDesk Plus
Product Overview
Presented by
ManageEngine 1

2. Are you looking for? A help desk application?
A single package for all your service desk needs?
Understand what value ServiceDesk Plus can offer?
How you can improve your help desk productivity?
The right tool for your technical support requirements? 2

3. What is ServiceDesk Plus?3

5. Incident Management in SDP
Set urgency & priority levels
Classify requests as incidents/new service requests
Track follow ups and resolutions on a single screen

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

7. Incident Management in SDP
Customize request templates
Choose to show it to technicians and users

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

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

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

11. Manage all details related to change in a single location
Change Management in SDP
Manage all details related to change in a single location

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

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

14. Set mandatory rules for closing Changes
Change Management in SDP
Customize what you say
Automate notifications to technicians when changes are initiated or updated
Set mandatory rules for closing Changes

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

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

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

18. 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.

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

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

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

22. Knowledge Base Maintain categorized knowledge base
Understand what users are searching for
Search through KB for solutions

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

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

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

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

27. Schedule recurring tasks
Automation – Preventive Maintenance
Schedule recurring tasks

28. Multi levels of escalation
SLA Management
Multi levels of escalation
Manage SLAs

29. More than 100 built-in reports
Reports - Inbuilt
Get reports on the fly
More than 100 built-in reports

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

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

32. Reports - Schedule Supports multi formats
Schedule Inbuilt or Custom Reports

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

34. Surveys
Easily add questions for the survey
Define satisfaction levels

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

36. Easy Web Interface 36

37. The SDP Advantage 37

38. Different Editions
Suit your needs 38

39. Download & Try
Download your free trial edition at
Contact us at for more information and support
Check out the live demonstration 39

40. Thank You Abri van Tonder ServiceDesk Plus Team abri@itrtech.co.za 40