ServiceDesk Plus

ServiceDesk Plus er et komplet web-baseret, ITIL-Ready stykke Help Desk Software med integreret asset management. Det er en integreret pakke med request administration (trouble ticketing), asset tracking, indkøb, kontraktstyring, selvbetjeningsportal og videndatabase til en overkommelig pris. ServiceDesk Plus indeholder alt det, du har brug for for at have en flyvefærdig IT help desk og nogle produktive help desk medarbejdere.

Helpdesk Management
Med ServiceDesk Plus help desk management kan du administrere dine help desk requests effektivt. Det indeholder en selvbetjeningsportal, videndatabase, automatisk videresendelse af requests, meddelelser, sla management, e-mail integration, LDAP, AD integration, API integration, brugerdefinerede request formularer, brugerundersøgelser, flash rapporter, flersidet support samt help desk rapportering.

Asset Management
ServiceDesk Plus asset management hjælper dig med at administrere og tracke alle aktiver i din organisation. Det indeholder integreret asset management, indkøbsadministration, kontraktstyring samt helpdesk (standard edition funktioner). Asset management inkluderer endvidere software compliance & licens tracking, produktkatalog, rapporter over aktiver etc.

ITIL Ready
Med ServiceDesk Plus ITIL ready er det nemt at strømline dine IT services til ITIL best practices. Den enkle implementering gør det let at implementere uden hjælp fra konsulenter. Indeholder endvidere: Incident Management, Problem Management, Change Management, Release Management og Configuration Management Database (CMDB).

ServiceDesk Plus reducerer problemløsningstiden på tickets betydeligt ved hjælp af automatiseret afsendelse af meddelelser og hurtig og nem adgang til informationer. ServiceDesk Plus forbedrer effektiviteten af helpdesken ved at vedhæfte al relevant information til en ticket eller en bruger og sikre overholdelse af serviceniveauet. ServiceDesk Plus hjælper endvidere organisationer, der vil implementere branchegodkendte best practices som fx ITIL i deres service support funktioner.

ServiceDesk plus findes i 3 versioner. Vælg den version, der passer dig bedst:

• Standard edition: Kun helpdesk
• Professional Edition: Indeholder Help Desk & Asset Management.
• Enterprise Edition: Begivenheds- og problemstyring, change management med CMDB.

ServiceDeskPlus leveres i 3 forskellige versioner, og valget af version afhænger af dine krav til funktionalitet og ønsker til pris:

Helpdesk Management

ServiceDesk Plus helpdesk management indeholder alt det du har brug for, når du skal adminstrere dine helpdesk requests effektivt. Det inkluderer en selvbetjeningsportal, videndatabase, automatisk videresendelse af requests, meddelelser, sla management, e-mail integration, LDAP, AD integration, API integration, brugerdefinerede request formularer, brugerundersøgelser, flash rapporter, flersidet support samt help desk rapportering.

• Selvbetjeningsportal hvor brugere kan logge ind og sende deres  problem-tickets
• Web-baseret videndatabase-system hvor brugere og teknikere kan søge og tilføje problemløsningsdokumenter
• NMS Integration til integrering af netværksovervågningssoftware, så man kan tracke events og netværksnedbrud
• Service Level Agreements til opsætning af eskaleringsniveauer for SLA overtrædelser
• Flersidet funktionalitet til separat administration af requests, aktiver og teknikere forskellige steder i din organisation
• E-mail integration til styring af alle helpdesk e-mails sendt af brugere
• Alarmeringer via e-mail eller sms til informering af brugere eller teknikere til håndtering af requests
• Request planlægning til at styre og tracke præventive maintainance-opgaver
• API integration til integration af dit web-baserede helpdesk software med et andet stykke software
• Active Directory integration, der giver brugergodkendelse med en enkelt sign-on funktionalitet
• Robo tekniker til automatisering af "reset password requests"
• Request undersøgelse, så man kender teknikerens kompetenceniveau og brugerens tilfredshedsniveau ved løsningen af requests
• Flash rapporter til at få et samlet overblik over, hvad der sker med din helpdesk
• Helpdesk rapporter til planlægning og gennemgang af rapporter baseret på request-status, SLA-overtrædelse og mange andre punkter fra listen over default rapporter eller til oprettelse af dine egne, brugerdefinerede rapporter

Asset Management

Med ServiceDesk Plus asset management kan du adminstrere og tracke alle aktiver i din organisation. Applikationen indeholder integreret asset management, indkøbsadministration, kontraktstyring samt helpdesk (standard versionens funktioner). Asset management indeholder endvidere software compliance & licens tracking, et produktkatalog, rapporter over aktiver etc.

• Asset scanning så man kan tilføje alle aktiver over hele organisationen uden at skulle gøre det manuelt
• Søg information for alle aktiver og forbind hver request med specifikke aktiver
• Automatisk asset discovery hvor du kan finde og opdatere hardware og software ændringer periodisk
• Remote control med adgang til alle arbejdsstationer på netværket
• Asset relationships hvor du kan se et aktivs driftsikkerhed
• Dynamiske grupper af aktiver til administration af et aktiv baseret på dets egenskaber
• Produktkatalog til oprettelse og administration af en omfattende liste af alle de aktiver og produkttyper, din organisation er indehaver af
• Software licensadministration hvor du kan se software-forbrug, licensovertrædelser og sikre compliance
• Software licens compliance til vedligeholdelse af præcise software informationer til brug for software audits
• Tracking af softwareforbruget til styring af indkøb af hyppigt brugt  software
• Indkøbsadministration til at finde og administrere dine IT indkøb, generere indkøbsordrer og automatisk oprette aktiver fra indkøbsordrer
• Kontraktstyring hvor du kan søge efter alle dine support/maintenance kontrakter og leasingaftaler og få en meddelelse, når kontrakterne er ved at udløbe

ITIL Ready

Med ServiceDesk Plus ITIL ready er det nemt at strømline dine IT services til ITIL best practices. Den enkle implementering gør det let at implementere uden hjælp fra konsulenter. Indeholder endvidere: Incident Management, Problem Management, Change Management, Release Management og Configuration Management Database (CMDB). Se SDP ITIL brochure.

• Incident Management - Genopret normale services så hurtigt som muligt med workarounds eller andre løsninger, så virksomheden ikke påvirkes
• Problem Management - Find årsagen til problemerne og reducér påvirkningen af virksomheden. Problemstyring er en proaktiv fremgangsmåde, der forhindrer, at problemerne gentager sig
• Change Management - Implementér et omfattende administrationssystem for ændringer, så du kan håndtere forhåndsgodkendte ændringer og ændringer med en komplet godkendelsescyklus 
• Configuration Management Database(CMDB) -CMDB er et centraliseret repository, der indeholder al information for alle aktiver. CMDB styrer også forholdet mellem de såkaldte Configuration Items (CIs)

Request oprettelse

1. Hvordan konverterer jeg en e-mail til en request ?
   1. Opret en e-mail account, fx "ServiceDesk" i din mail server. Konfigurér et password til denne account.
   2. Konfigurér opsætningen i ServiceDesk Plus softwaren vha Admin -> Mail Server Settings -> Incoming. Specificér e-mail adressen som "servicedesk@yourdomain.com" og brugernavnet som "ServiceDesk". Vælg den protokol du vil have meddelelser igennem, fx POP eller IMAP.
   3. Bed dine brugere om at sende deres requests til "servicedesk@yourdomain.com".
   4. ServiceDesk Plus henter e-mails med regelmæssige intervaller og konverterer dem automatisk til tickets.
2. Der det muligt at deaktivere Quick creating muligheden for oprettelse af requests? Ja, det er muligt at deaktivere Quick Create muligheden. Det er en mulighed, der kan konfigureres under Admin -> Self Service Portal Settings.¨
3. How do I populate technicians in the Requester list to create ticket on their behalf ?
   This is configurable under Admin -> Self Service Portal Settings. [ Screenshot ]
4. Another department in my organization uses a different helpdesk solution and I want all the tickets created in that application to be created in ServiceDesk Plus. Can this be possible ?
   Yes, this can be possible with our API functionality under Admin -> General -> API where you can create a form similar to the one used in the other application, and design it in such a way that ticket will get automatically created in ServiceDesk Plus.

Request Handling

1. I am a Technician and every morning I log into ServiceDesk Plus, I can see many tasks assigned to me. But I do not know to which request the tasks belong. How do I figure it out ?
   In the Home tab under the Task block, click on 'Show All' button which takes you to the Task details screen that gives a detailed information about the task.
2. How do I merge requests ?
   ServiceDesk Plus helps you to merge 2 or more requests and combine them into a single request. Requests can be merged from the request list view page and from a request details page. The following two examples will help you in understanding the merging technique and after the merging process which request will be the parent request.
   a) I'm in the Request List view screen where I'm able to view all the requests in the helpdesk. I'm going to merge 2 requests say, Request id 10 and 7. So I select the check box beside these requests and click on the Merge button. Which request id will be the parent request?
   a)7
   b)10
   c)none
   Answer -> a
   If you merge two requests from the request list view, then the older request will be the parent request and the new request will be the child request. In other words, the newly added request is merged with the old request.
   b) I'm in the request details page of Request id 7. I choose 'Merge Request' option under the Actions button to merge this request with Request id 10. Which request id will be the parent request?
   a)7
   b)10
   c)none
   Answer -> b
3. If a request is split from the parent request, will the child request contain all the notes, resolution and worklog that was added to the parent request ?
   No. All the notes, resolution and worklog added in the parent request will not be associated to the child request.
4. How do I change the overdue time of a request ?
   his is a Service Level Agreement configuration which can be configured according to your convenience.
   Go to Admin -> Service Level Agreement -> edit the given SLA and change the resolution time accordingly so that you can have the desired time frame before a request becomes overdue.
5. Technician go around places and resolves the issues, due to which the exact time taken to resolve cannot be calculated. What option can be suggested for this scenario ?
   Technicians can start using the Add Work Log functionality of ServiceDesk Plus which helps in calculate the exact time spent by a technician on an Incident.
6. While using the ServiceDesk to send requests for approval, I would like to customize the contents of the message sent to the client. Where is the template available ?
   The template is available under Admin -> Notification rules -> Notifying for Approval Template where you can customize the content of the message.

Request Customization

1. I want all requests in my application to start from Request Id 19001 instead of default request Ids assigned by ServiceDesk. How do I change the Request id number ?
   Follow the instructions given below to change the request id number,
   1. Connect to mysql database as follows:
      From the command prompt, C:\ > cd ManageEngine\ServiceDesk\mysql\bin
      cmd > mysql.exe -u root -P 33366 service desk
      Note: For MS SQL connect to the Query analyzer of the SQL server
   2. Create a dummy workorder as follows:
      mysql> insert into workorder (WORKORDERID, REQUESTERID) values (19000,2);
      [ 19000 is the dummy workorder id number to start the requestid from 19001. 2 is a valid requester id. You may have to check the AaaUser for a valid requester id. Rest of the values can be the same as shown above ]
   3. Restart ManageEngine ServiceDesk Plus service.
      Note: Existing request id numbers cannot be changed. The new request id will start from 19001.
2. I need to create some filters for viewing tickets say, tickets of only high priority. How can this be enabled in ServiceDesk Plus ?
   You can use the custom filter icon in the request list view page to create custom views in such a way that tickets based on the filter is listed. The filters can also be made private. [ Screenshot ]
3. Can certain fields, such as Adding Work Log, be made mandatory before closing a request ?
   Yes it is possible under Admin -> Helpdesk Customizer -> Request closing rules. Request closing rules can be used to select the mandatory fields to be filled in by the technicians while closing the requests.
4. Is it possible to create a custom view in the requests list view screen that will display all of the tickets requiring approvals ?
   In our latest version (v 7.5) we have 'Approval Status' as one of the fields in the request column customizer to be displayed in the request list view. On choosing 'Approval Status' column from request column chooser, the requests that require approval and the requests that are approved is displayed.

Request Configurations

1. How to reset the Local Admin Password ?
   (Used in cases where your Domain controller goes down and if you are unable to login to the application with your domain credentials)Follow the steps as mentioned below which would help you to reset the "admin"/"administrator" password as "admin" using the Local Authentication option in the Login screen.
   
   For MYSQL database
   1. Connect to MYSQL Server on Port 33366 using the command from the SD+ server console
   cmd > cd [SERVICEDESK PLUS Home]\mysql\bin
   cmd> mysql.exe -u root -P 33366 servicedesk
   
   To find Administrator login:
   select aar.account_id,al.name from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id left join aaalogin al on aa.login_id=al.login_id left join aaauser au on al.user_id=au.user_id left join sduser sd on au.user_id=sd.userid where aar.role_id=4 and sd.status='ACTIVE';
   
   2. Use the following query to reset the "admin" password
   mysql> update AaaPassword join AaaAccPassword on AaaPassword.password_id = AaaAccPassword.password_id join AaaAccount on AaaAccPassword.account_id = AaaAccount.account_id join AaaLogin on AaaAccount.login_id = AaaLogin.login_id set PASSWORD='2+uYvE3SLfO3XaHl+CaGLA==', SALT='1103287238602' where name like 'admin%';
   
   For MS SQL
   To find Administrator login:
   select aar.account_id,al.name from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id left join aaalogin al on aa.login_id=al.login_id left join aaauser au on al.user_id=au.user_id left join sduser sd on au.user_id=sd.userid where aar.role_id=4 and sd.status='ACTIVE';
   Use the following query to reset the "admin" password
   update AaaPassword set PASSWORD='2+uYvE3SLfO3XaHl+CaGLA==', SALT='1103287238602' where PASSWORD_ID = ( select AaaPassword.PASSWORD_ID from AaaPassword LEFT join AaaAccPassword on AaaPassword.password_id = AaaAccPassword.password_id LEFT join AaaAccount on AaaAccPassword.account_id = AaaAccount.account_id LEFT join AaaLogin on AaaAccount.login_id = AaaLogin.login_id where name = 'administrator' )
   Instead of admin at the end of this query you have to enter the name of the person for whom you would like to reset the password. [ Screenshot ]
   Attached is a screenshot for your reference. Using the first query, the list of admin users were found and from the second you can reset the password for administrator to admin.
   After resetting the password you will be able to login with password as admin, provided you select localauthentication in the logonto dropdown list.
   Note: For MSSQL connect to the query analyzer of the SQL server and execute the same queries.
2. How can technicians with AD credentials login to ServiceDesk Plus after an AD import ?
   Go to Admin -> Requesters -> Select the user whom you want to change as Technician -> select the option which says "Change As Technician". By doing so, the technician can use his domain credentials to log into ServiceDesk Plus.
3. Is it possible for the system to automatically assign priority for requests ?
   The Priority Matrix (Admin -> Helpdesk Customizer) helps you to determine the Priority automatically based on Impact and Urgency of a request. Impact is listed in the y-axis and Urgency in the x-axis of the matrix. Priority Matrix is a one-time configuration by the Administrator for the given Impact and Urgency values.
   Based on ITIL best practices, it is recommended to define and follow priority matrix as it reflects the business need. However it is designed flexible enough for technicians and requesters to override the matrix according to their needs.
4. How do I set the default currency in the work logs say, £ instead of $ ?
   Go to Admin-> Self Service Portal Settings and change the default currency from $ to £.

Request Closure

1. What is Automated Close ? How it is related to resolved status ? According to ITIL an incident must be closed only when the user confirms that the solution provided is beneficial in resolving the incident. Helpdesk technicians are the Single Point of Contact to keep the users informed by tracking the status and making sure that all incidents are responded and closed. It is a tedious process to make sure that all users have confirmed on their incident closure.
   i) Create and Educate users about your closure policies
   You can define that helpdesk will resolve issues and get back to you. Users must confirm if the Incident has been resolved and if users do not respond within 2 days, we will assume that the users have agreed on the incident closure.
   ii) ServiceDesk Plus helps you with Incident Closure
   Your Helpdesk Technicians can resolve incidents and change the status of the request to resolved state. ServiceDesk Plus will send an email to the requester asking if the resolution helped. If the users does not respond within 2 days the request will be automatically closed.
   Note: Technicians should not close the ticket; instead they should move the ticket to 'Resolved' status.
   To configure Automated Close, select Admin -> Helpdesk customizer -> Request closing rules. [ Screenshot ]
2. How do I disable the 'Close Request' (yes/no) popup while closing a request in the latest version ?
   According to ITIL an incident must be closed only when the user confirms that the solution provided is beneficial in resolving the incident. This is the reason for displaying the pop up when you close an incident. It is an ITIL best practice. But for your convenience we are providing an option to disable it in our latest version (v 7.5)
   You can disable this option under Admin -> Helpdesk Customizer -> Request Closing Rules -> Confirm User Acknowledgment section.
3. How can a requester re-open a resolved request if the resolution provided is unsatisfactory ?
   Enable the notification rule 'Email User when a Request is Resolved' under Admin ->Notification Rule, to send an email to the requester when the technician changes the request Status to 'Resolved'. The user can look into the resolution provided by the technician in the email. A Close Request link will be available with which, the requester can close the request raised by him. If the resolution provided by the technician is unsatisfying, then the requester can reply back to the notification mail to reopen the request.

Minimum systemkrav for at køre ManageEngine ServiceDesk Plus effektivt er som følger: Harddisk pladsen vokser /grows overtime based on the stored data./ Der kræves mere RAM plads og high end processorer afhængig af support mængde og samtidig adgangsmængde:

Herunder finder du de vigtigste on-line ressourcer til ServiceDeskPlus:

Brochurer:

• Dansk produktbrochure (pdf)
• Engelsk produktbrochure (pdf)
• Detaljeret sammenligning af de 3 SDP versioner (billede/pdf)
• Samlet dansk ManageEngine brochure (pdf)

On-line links:

• Prøve den on-line version af SDP nu
• Webinar: Incident and Problem Management - Rationale and Reality
• Webinar: The Digicel Story - Implementing the Quintessential Change Management
• Webinar: Change Management- A Realistic Approach
• Webinar: Assets come first
• Webinar: ITIL For Those Who Don't Have The Time

SDP Guides:

• Administrator guide (zip)
• Users guide (zip)

Hvidbøger:

• ITIL - en præcist og kort introduktion
• Hvordan kan ITIL hjælpe din support organisation
• Checkliste ved valg af helpdesk løsning