ITIL & ServiceDesk Plus - Software Sourcesftp.software-sources.co.il/Alex_ITIL-and-ServiceDeskPlus-Userconf.pdf · ITIL & ServiceDesk Plus. Agenda The Making of ServiceDesk Plus The

Alex D PaulDirector – IT Service Management

ZOHO Corporation

ITIL & ServiceDesk Plus

Agenda

The Making of ServiceDesk Plus

The Road Ahead

Making ofServiceDesk Plus

Sizing Up Who Were Against

• Small players – Tickets Only• Integrated Ticket + Assets was expensive• Big 4 were Add-ons and Smart plug-ins

Unreasonably Complicated

• Creating a scheduled maintenance request

• 19 page downs and lot of code snippets

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SELECT np.guid,CONVERT(VARCHAR(12), sm.[Interval Date], 1) as 'Scheduled Service Date',CONVERT(VARCHAR(12), DATEADD(MONTH, -sm.[Interval (In Months)], sm.[Interval Date]), 1) as 'Last

Service Date',np.[Name]FROM inv_scheduled_maintenance smJOIN vnetworkprinter np on sm._resourceguid = np.guidWHERE sm.[interval date] = CONVERT(VARCHAR(12), GETDATE(), 1)

Source:- http://www.symantec.com/connect/articles/configuring-scheduled-printer-maintenance

Automatic Ticket

Dispatch

Business Rules

Service Level

Agreement

Notification Rules

Preventive Maintenance

Automations

Round Robin Load Balancing Distributes equally to all technician

Distributes based on the technicians load

Automated Ticket Dispatch

o Allows you to customize workflow

o Follows an Event / Condition / Action model

o Automating Dispatch with Groups and Business Rules

o Categorize your Frequent occurring tickets.

Business Rules

o Four Levels of Proactive Escalations

o Response based Escalation

o Set up Rules based on many available criteria

Escalations

o Requester/ Technician based Notification

o Alerts for Incident, Problem, Change & Asset mgmt

o Both SMS & Email Alerts

Notifications

Other User based functionalities

Active Directory LDAP

CSV Import

ManualAddition

Modes of ImportingUsers

Users are classified as Requesters &

Technicians

Predefined & Custom Roles

User & TechnicianGrouping

User – Import & Management

Operating Systems

• Windows• Mac• Linux• Unix

• Windows• Mac• Linux• Unix

IP Devices

• Printer• Switches• Router• Access

Points & more

• Printer• Switches• Router• Access

Points & more

Software

• List of all s/w• Software

Licensing• Software

Usage

• List of all s/w• Software

Licensing• Software

Usage

Asset Management

• For Windows Machines onlyWindows Domain Scan

• For Windows, Linux, Mac Os & other IP Devices• Ability to Scan a Range of IPsNetwork Scan

• Light Weight Agent to scan Accurate DetailsAgent Based Scanning

• Scan remote networks and with an AE installation in the remote N/WDistributed Asset Scan

• Scan a workstation which is not in the N/w by running a script.Stand alone Scan

• Import from a excel or CSV fileImport From CSV

Discovery

CMDB

Managed

Excluded

Unidentified

Prohibited

Freeware

Shareware

Categorize your software into different software

types

Software License Management

• Search Solutions with simple keywords

• Individual Knowledge Base for Requesters & technicians

• Approve each solutions on addition

• Categorize the solutions specific to topic.

Knowledge Base

Service Catalog

Incident Management

• Incident is a disruption in the normal service

• The goal of Incident Management is to restore normal services as soon as possible with resolution and recovery.

Problem Management

Problem Management

• The goal of Problem Management is to find the root cause of incidents and reduce the impact on business.

• It is a proactive approach that prevents recurrence of incidents.

Change Management

Change Management Workflow

Tuesday, January 8, 2008

More than 100 canned reports in all possible modules and categories

More than 100 inbuilt Reports

Get Reports on the Fly

Customize Reports on your own

Choose what you want to see

Multiple options to view Reports

Graphical Representation of Data

Structure

Create your own Query for Reports

Schedule Inbuilt or Custom Report

Support Multiple Formats

Copyright 2010 Zoho Corporation

Wrong Perception : ITIL takes a lot of time

Detailed books and complicated process

Expensive Consulting

Expensive Tools

Typical Monster-ous ITIL Software

Add-on Modules

Platform

ReportingModule

ITIL Complicated with Add-ons & Plug-ins

ServiceDesk Plus Got ITIL Ready

• Built-in ITIL Processes works for 80% of businesses• Advanced Users can customize the rest 20%• Customization – Point & Click – no coding required

As We Stand Today

–15000 Customers–Global Service Desk Deployments–World Class Performance–APIs

The Road Ahead

IT Expertise Meets Cloud

Focus Areas

ITIL V3 Alignment

•Service Portfolio Management•PinkVerify Certification•Change Management•CMS (CMDB)•Release (Project) Management

Mobile FocusIntegration Ready

Help Desk Improvements

• Release / Project Management• Telephony Integration• Chat Integration• Server Failover

Alpha – Collaborate from the Start

• Collaborate with Product Managers•Share ideas, review product proto-types

ITIL Pays More !

Toda