–  ITIL Ready Help Desk Software with Asset Management

ZOHO corp.
5200 Franklin Dr, Suite 115
Pleasanton, CA 94588, USA

Phone: +1-925-924-9500
Fax: +1-925-924-9600

ZOHO corp.
10 Cornfield Lane
Asbury, NJ 08802

Phone: (908) 537-6262

Introduction to the Service Desk

• ServiceDesk Plus Overview
• Benefits of a Service Desk Plus
• Import requestors
• Define Support Staff Roles
• Creating Technicians

Problem Management

• Problem Detection & Classification
• Problem Priority
• Problem Analysis
• Solutions, Work Around, and Known error record
• Problem Closure

Implementing ServiceDesk Plus in your Organization

• Organizational details
• Define Locations, Department, Operational Hours, and Holidays
• Channels of Support
  • Email / Intranet website / Phone
• Problem Types – Categories
• Levels – Tier 1, Tier 2 etc.
• Any other Additional info
• Customizing the Request form
• Creating the Product Catalog
• Creating a Vendor Database

Change Management

• Initiate Change Request
• Change Plans and CAB (Change Advisory Board)
• Approval from CAB Members
• Co-ordinate Change Implementation
• Post Implementation Review
• Change History

Incident Management

• Request Tracking
• Automate with Business Rules
• Request Escalation using SLA
• Queues
• Configure Notifications
• Time-Tracking

Typical Helpdesk Workflows

• User calling in
• Self-Service Portal
• Email

Knowledge Management

• Solutions Database
• Public and Private solutions

Purchase Management & Contract Management

• Purchase cycle overview
• Create POs
• Submit for Approval
• Accept / Reject PO
• Approved POs to vendors.
• Receive or Partially receive Items
• Contracts Management
• Track & Manage Contracts from multiple vendors

Survey

• Define Survey and satisfaction levels

Hardware and Software Inventory

• Windows Domain Scan
• Network Scan
• Schedule Periodic Audits
• Software License Compliance
• Manage hardware inventory

Reports

• Report Dashboards, Graphs, and Technician
• queues
• Technician and Time based Reports
• Category based Reports
• SLA violation Reports
• Pending, Completed, and Overdue Request
• Reports

Periodic Backups

• Configure and schedule Backups