ManageEngine ServiceDesk Plus is a comprehensive help desk and asset
management software that provides help desk agents and IT managers an
integrated console to monitor and maintain the assets and IT requests
generated from the users of the IT resources in an organization. The IT
help desk plays an important part in the provision of IT Services. It
is very often the first contact the users have in their use of IT Services
when something does not work as expected. The IT help desk is a single
point of contact for end-users who need help. Without this, an organization
could certainly face losses due to inefficiencies.
The two main focuses of the ManageEngine ServiceDesk Plus are IT Request tracking and Asset Management. Using the following modules of ServiceDesk, technicians and system administrators can resolve issues of complex nature in no time and thus reduce the end-user frustration arising due to time consuming issue resolving process. They can also keep track of the needs of the organization with the help of asset management and proactively allocate resources to the right user/departments, thus increasing the productivity of the organization.
The request module functions as the Help Desk where requests are fetched
and necessary solutions provided by assigning technicians to resolve issues
When you log in to ManageEngine ServiceDesk Plus , the application displays the ServiceDesk Plus home page that contains information on pending requests, overdue requests, requests assigned to the user who has logged in, approved/unapproved changes by the logged in technician, open and unassigned problems assigned to the logged in technician, individual user's task list, and depending on the user login, the other dash board views such as Contract and Purchase Order summary may also be displayed.
Clicking on the Requests tab on the header pane takes you to the request
module. This serves as the IT help desk module where the IT requests from
individual users are fetched, tracked, technicians are assigned, and a
solution is provided.
The objective of Problem Management is to minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT infrastructure, and to prevent recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions it improve or correct the situation.
The goal of Change Management is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of change-related incidents upon service quality and consequently to improve the day-to-day operations of the organization.
This module serves as a knowledge base for your IT help desk team as well as your users. Users can search this for solutions for issues and solve them themselves. Also when technicians resolve issues, they can directly convert these resolutions as knowledge base articles. To view the solutions, click the Solutions tab in the header pane.
Assets tab helps you to track & manage your assets efficiently.
It tracks all your newly added assets, and has a record of all the assets
in the organization. Assets can be categorized as IT, Non IT Assets &
Asset Components in an organization. This includes Workstations, Printers,
Routers, Software Licenses, Scanners, Projectors and even your air conditioning
systems. Thus it offers a single view to track and manage all your assets
in the organization.
Here you can create new purchase orders and track them till the order
has been delivered. The same details can also be maintained for future
reference. Clicking the Purchase tab takes you to the Purchase module.
This module holds the details regarding the maintenance contracts between your organization and the vendor (s) from whom the assets of your organization have been purchased. Clicking the Contracts tab in the header pane takes you to the contract module.
Configuration Management Database
Configuration Management Database (CMDB) lets you track and manage all your Configuration Items (CIs) in a single repository. Unlike the asset database that comprises of a bunch of CIs, the CMDB in ServiceDesk Plus is designed to support a vast IT structure where the interrelations between the CIs are maintained and supported successfully. It's the CI relationship that makes the CMDB an effective decision making tool, impact and root cause analyzer.
In addition to these, ServiceDesk Plus has GUI-rich reports for requests and Assets modules. There are predefined sets of reports that help you evaluate the efficiency and productivity of your IT help desk team, the load of requests handled by the team, the assets distribution, and many more. Also, the ServiceDesk administrator can configure various help desk, asset, and enterprise-related settings, such as the working hours of the organization, service-level agreements, user roles, departments and many more.
Based on the permissions provided by the ServiceDesk Plus administrator to each of the users of the application, you will be able to access the above modules. If you do not have the access permission, contact your ServiceDesk Plus administrator.
This module holds the details regarding projects that are configured within ServiceDesk Plus application. Access this module to create, edit, maintain your projects and various other details connected with them. To access this module click on projects tab.