IT Management, SimplifiedReal-time IT management solutions for the new speed of business

PT DAYA CIPTA MANDIRI SOLUSI

Gold Partner ManageEngine for Indonesia

Since 2005

ServiceDesk Plus

OVERVIEW

Agenda

� ManageEngine

� Why ITSM?

� ITSM Implementation Challenges

� ServiceDesk Plus in Numbers

� Key Features

� Integrations

� Pricing

� Customer Deployments

� ServiceDesk Plus FREE Edition

Applications for Business, Collaboration,

and Productivity

Enterprise IT Management

Solutions

Network Management

Framework

(Est. 2005)

(Est. 2002)

(Est. 1996)

ManageEngine Is the Enterprise IT Management Division of ZOHO Corporation

Privately held and profitable since inception

(Est. 1996)

IT Service Management

Solution Portfolio

ServiceDesk PlusITIL-Ready Help Desk Software with Asset and Project Management

AssetExplorerIT Asset Life Cycle Management Software

SupportCenter PlusCustomer Support and Help Desk Management Software

Social IT PlusPrivate Social Network for IT

7 Reasons Why Your Organization Needs ITSM

• Reduce cost of your IT service delivery

• Increase customer satisfaction

• Reduce risks and downtime

• Increase operational efficiency and ensure business

continuity

• Be legally compliant

• Have better control over your IT operations

• Help your organization deal with transitions smoothly

ITSM Implementation Challenges

NOT Optimalice Management tools are either inadequate or too complex slowing down any ITSM initiative

ITSM initiatives may require external consultants who have limited knowledge of the existing business concepts, methods, tools, services, and the structure of service desk groups

Lack of support from top management for ITSM projects results in shortage of resources. This in turn leads to inefficient processes and tools.

Service Management tools are either inadequate or too complex and slow for any ITSM initiative

NOT Tailoredice Management tools are either inadequate or too complex slowing down any ITSM

initiative

NO Resources

Here is how ServiceDesk Plus

helps ease the pain and ensures help

desk success

Easy learning curvefor IT staff and end users. Low time to market.

Enterprise features & SMB affordable.Free download. 30-day free trial. No questions asked.

Highly customizableright from the user interface. No coding skills required.

Scalable for organizations with different process maturities

Industry Best PracticesOut of the box

Wide accessibility on a wide variety of platforms and with native appsAvailable as on-premise and SaaS models

ServiceDesk Plus Statistics

- 10 years in the ITSM industry

- 125,000 deployments in over

100,000 organizations

- Used by 750,000 IT technicians in

186 countries

- Available in 29 languages

On-Premise On-Demand Managed Service Provider

• Single downloadable file• Host within your IT infrastructure• Quick installation and high

degree of control over your help desk

• Direct control over data and security

• Instant signup - requires only a browser and an internet connection

• Automatic bug fixes and patch upgrades

• We host the application for you

• Proven security and privacy

• Handle multiple customer accounts using a single help desk

• Flexible billing module• Computer telephony

integration

Versions

• Native Android and iOS mobile apps

• Customized for both end users and technicians

• Raise, track, and resolve tickets on the fly

• Get instant notification alerts on ticket updates anytime and anywhere

• Monitor your help desk performance using mobile dashboards

Go MobileGo Mobile

Available in 3 Editions

Here is how Disneygrew with us

Technician count

20

395

2005 2015

ServiceDesk

Plus in 10Years

Customers since inception

active until today 58

Active customers who

renewed every year 23

KEY FEATURES

Incident Management

Manage the complete life cycle of incidents with powerful SLAs, built-in automations, and customizable workflows.

Pin Incidents to theRight Techniciansto EnsureAccountability

• Dynamically assign tickets based on predefined business logic like technician auto assign and business rules to ensure accountability

• Provide greater visibility to end users through the self-service portal and enable them to track tickets or check the progress of the tickets

Save Time andEffort withSmart Automations

• Automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules/alerts, and preventive maintenance for timely ticket resolution

GainKnowledgewith a built-inKnowledge Base

• A well-structured, easy, and efficient to use knowledge base helps technicians to quickly resolve incidents and acts as a self help system for end users

• Approval workflows for article submission

• Define ticket response and ticket resolution times to manage the tickets

• Define rules for closing tickets

• Escalate when SLAs are breached

Ensure TimelyResolution ofIncidents

Link Incidents to Problems Then and There

• Associate all related incidents to a problem and close all the incidents when the problem is closed

Business Rules Setup

Business Rules Notification

SLA Configuration

SLA Escalation

Technician Auto Assign

Requests List View

Request Resolution

Custom Views

Linking Requests

Knowledge Base

Create a centralized repository of knowledge base solutions. Provide role-based access permissions, approval workflows, topic-wise browsing, and keyword search option in the self-service portal.

• Build a comprehensive, searchable, and easily accessible knowledge base for technicians and end users that consists of workarounds and resolutions

• Take advantage of the rich text editor, attach files, tag keywords, and organize under configurable topics after review and approval

• Say goodbye to lengthy calls. Give faster response and resolution for tickets to improve first call rate and to reduce escalations.

• Capture knowledge for future use and to reduce training time

Solve Incidents Quicker and Better

Organize Your Knowledge Base

Reduce Callsto Your Help Desk

• Enable end users to access knowledge base solutions in the self-service portal

• Provide accurate search capability for quicker access

• Help end users to solve their own issues so that the technicians can be free to handle other issues

Knowledge Base

Service Catalog

Showcase the range of IT services offered, configure category-specific workflows, set up approval processes, and determine service level agreements to provide outstanding service to your end users.

• Automatically assign SLAs, configure workflows, define approval process, set task dependencies, and facilitate complete request fulfillment

• Showcase the right services to end users based on their roles and relevance

Improve IT Visibility Boost Productivity with Automation Workflows

Optimize Service Delivery

• Enable the 5-stage approval process, and trigger approval notifications automatically when a service request is raised

Configure IT and Business Services

Service Catalog - Workflow

Self-Service Portal

Provide a simple and easy-to-use web interface for your end users to choose new services and track the services to closure. Publish announcements and enable access to knowledge articles to empower your end users.

• Publish your service catalog to end users and enable access to custom templates during ticket creation

• Keep end users updated on ticket progress and approvals through automated notifications

• Keep end users informed of any outage or planned maintenance through company wide or user specific announcements

Ensure StreamlinedCommunication

Provide Visibility on Operations

Deflect Tickets from the Service Desk

• Help your end users to self-solve simple and repetitive incidents by accessing relevant solutions in the knowledge base

• Remove search overheads with intelligent auto suggestion of solutions during ticket creation

Self-Service Portal - Dashboard

Self-Service Portal - Request list

Self-Service Portal - Choose from Offered Services

Problem Management

Analyze the root cause of incidents and provide temporary workarounds or permanent fixes to reduce recurring incidents.

Minimize the Severityof Incidents

• Identify the root cause of incidents and

prevent your IT team from tackling

recurring incidents caused by a single

problem

• Reduce errors and prevent recurrence of incidents related to these errors

Proactively NailUnderlying Issues in Your IT

Experience Integrated Problem Management Process

Reduce Service Desk Burden

• Work in tandem with other processes like incident management, change management, asset management, and CMDB

• Reduce outages, improve service desk resolution times, improve customer satisfaction, and reduce costs

• Enable end users to search for known-error records in the self-service portal eliminating the need to create incidents

Problem Details View

Problem Analysis

Change Management

Configure separate workflows for different types of changes and implement them with zero impact and risk. Customize your change management process by defining change parameters such as change types, roles, stages, and templates.

Manage Changes with Precision

Make Informed Decisions

• Log and track changes at every step of the cycle and reduce the adverse impact of changes

• Improve visibility and communication to IT and business stakeholders with automated workflows and notifications

• Make informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB)

• Improve productivity and ensure that there are lesser disruptions to deliver high quality service

Streamline Planning, Approval, and Implementation

ReduceUnauthorized, Failed, and Emergency Changes

• Plan your changes extensively using the impact, rollout, backout, and checklist options

• Have a systematic workflow with approvals at every stage right from submission to reviewing and closing a change. That way, nothing is missed out.

• Streamline your approval process at every stage

• Carry out proper risk analysis before implementation while taking care of potential glitches

Change Calendar

Change Planning

Add Change Advisory Board Members

Make Announcements About Changes

Project Management

Manage IT projects better by breaking them down into milestones and tasks. Track resource utilization using color coded Gantt charts.

• Manage requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently

• Manage projects by creating milestones and further divide each milestone into different tasks

• Gauge the progress of your IT projects and manage your resources better to deliver on time

Steer Your IT Projects to Success

Break down Projectsinto Milestones & Tasks

• Set roles and provide access permissions to the members involved in a particular project

• Define what every technician can access in a specific project based on their roles

Get a visual timeline from start to finish of each task, show the progress of the individual tasks, track the utilization of your resources and task relationships to monitor the overall progress of the project using color coded Gantt charts

Specify Access Control

Track Progress with Gantt Charts

Project Details

Gantt View

Manage Resources

Tasks

Milestones

Asset and CMDB

Discover and maintain an accurate inventory of all IT assets in one place. Draw CI relationship maps using a simplified drag and drop interface to have a bird's eye view of your IT infrastructure.

Map Relationships for Impact Analysis

• Scan all your windows, non-windows, and network devices in your help desk with simple scanning techniques

• Get all information like hardware specification, software installed, scan history, and asset states in a single pane of glass

Discover, Track, and ManageIT Assets in One Place

Manage Software and Ensure Compliance

• Monitor all your software details, usage (unused, rarely used etc), license types, license agreements, compliance status, and agreement expiry with the software dashboards

• Put your IT budgets to effective use by cutting down costs on the rarely used, and unused licenses

• Build parent-child hierarchy based relationships between assets with the pre-defined CI types and relationship types

• Define custom CI types and map the relationship between each CI in your network for an easy impact analysis

Configure CI Types

Configure Product Types

Configure Asset StatesClassify Assets

Hardware Dashboard

Software Dashboard

CMDB - Relationship Map

Pin problematic assets to requests

Pin problematic assets to problems

Pin problematic assets to changes

View History of Associated Incidents, Problems, and Changes

Scanned Software

Software License

Purchase and Contracts

Track and manage your IT purchases from creation of purchase orders to receipt of items. Maintain IT contracts in a single place and set up email notifications to renew them before expiry.

• Automate your supplier interactions and IT purchasing functions with full traceability and visibility

• Maintain master records for various vendors and track purchases from ordering to receipt to invoicing

• Reduce delays and cut unnecessary spending

• Track IT hardware and software contracts to improve compliance

• Associate assets and get proactively notified of contract expiry

Regulate IT Purchases

Never Missa Contract Renewal

Purchase Order Life Cycle Management

Purchase Order Details

Contract Details

Reporting

Choose from over 150+ canned reports or create custom reports. Schedule and generate reports at desired time intervals in standard industry formats and share them to drive effective help desk decisions.

• Generate over 150+ built-in reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase

• Mine data and derive actionable insight easily with one click 'out of the box' reports and custom reports from the GUI

Derive Reports Across Modules

Quick Access to Relevant Metrics Right from Dashboard

• Use real time dashboards to accurately reflect the health of the service desk

• Create relevant custom reports and add them to your dashboard

• Place restrictions to add, delete, or modify data

• Create private folders and share reports only to people that matter

Easy Understanding of Trends for Strategic Planning

• Access simple and easy interpretable time charts

• Take strategic decisions based on the current trend of your help desk performance

Ensure Access Control

Dashboard

Database Schema

Build Custom Reports

Reports - Open Requests by Technicians

Integrations

ServiceDesk Plus integrates seamlessly with other ManageEngine and Zoho products to deliver a full-fledged ITSM experience.

• Allow end users to reset passwords, unlock accounts, and update personal details by themselves in Microsoft Windows Active Directory using the ADSelfServicePlus integration. This helps in reducing a major chunck of tickets to the service desk.

• Trigger automatic software deployments and enable mobile Device Management capabilities like pushing profiles, configuring Wifi, VPN, and email settings on mobile devices using the ME Desktop Central integration

Empower Your End Users with Self Service Password Resets

Automated Software Deployments to Improve Help Desk Efficiency

• Using the API level OpManager integration, define

triggers or alarms for network-related issues to

automatically create an incident in ServiceDesk Plus

or close incidents when normalcy is restored

• Automate the process of categorizing, prioritizing, and assigning the incidents to appropriate technicians

• Gain business critical insights with the advanced analytics offered by the Zoho Reports integration

• Generate advanced reports from the GUI for effective decision making

Reduce Downtimewith the Right Network Intelligence

Advanced Service Desk Analytics to Support Decision Making

PricingPricing

Flexibility to downgrade or upgrade license

Transparent pricing modelhttps://store.manageengine.com/service-desk

Same pricing for installed and cloud versions

Standard edition is completely free without any restrictions on the number of technicians or end users

AMS for standard edition is 30$/tech/year

Pricing based on

no of technicians

and nodes

Annual/Monthly

subscription &

perpetual license

Free AMS for

Professional and

Enterprise edition

Sold directly &

through partners

CUSTOMER DEPLOYMENTS

• 6,000 travel agents and employees • 60 support groups• 1,000+ tickets every day

Travel Leaders Group leverages ServiceDesk Plus to support traditional IT help desk functions as a mainstay.

ServiceDesk Plus also supports many other support departments beyond IT.

The ticketing department receives more than 1,000 tickets every day.

ServiceDesk Plus captures all airline ticket requests and helps document and process the receipts.

Travel Leaders Group

The human resources department leverages ServiceDesk Plus to capture any type of request employees have related to the HR department.

The procurement department captures and processes all requests for new purchases.

The finance department manages invoicing, processing, and other miscellaneous accounting requests.

Travel Leaders Group

ServiceDesk Plus continues to be a proven enterprise

solution for multiple support departments throughout

Travel Leaders Group . The application has proven itself

through its versatility and process-driven methodology to

play a valuable role within our support structure. The

application is able to support not only IT-related

technologies but is ingrained within our travel support

departments as well.

Greg Bodinsenior IT directorTravel Leaders Group

• 2,700 employees and partners

• 11 global offices in Australia, United Kingdom, Latin America, France, China, Japan, Netherlands, The United States, Melbourne, Singapore, Bangalore

• 120 IT staff across 3 different sites (Europe, US, and Asia)

Manhattan Associates

Manhattan Associates

ServiceDesk Plus has been a great decision both

functionally and financially. It was quick, easy to

deploy, scalable, and provided global visibility with all the

processes designed to be 'as global as possible' a good fit

for a global organization such as ours

James Arnoldservice desk managerManhattan Associates

The Lync global deployment project in 2014

Soon after the deployment, the service desk got slammed with an influx of calls as some of the company’s devices did not receive the Lync package due to defective machines, remote users, and other reasons.

How did ServiceDesk Plus help?

• Accurate categorization • Separate work buckets • Prevented recurring incidents • Prioritizes the Lync tickets • Automatically routed the tickets • Input the solutions into a knowledge base • Greatly improved the clarity and granularity of the report

data

ServiceDesk Plus Free Standard Edition

• First in the industry to offer free help desk, launched in March 2014

• ServiceDesk Plus Standard edition with full fledged incident and knowledge management

• No restriction on the number of technicians, end users, or tickets

• Optional support fee at $30 per tech per year

• 20,000 licenses worth $25 million distributed

This software has really changed the way we perform

customer service at our institution. Manage Engine is really easy

to use so our goal for getting people to use the system has

become more attainable.

This software has really changed the way we perform

customer service at our institution. Manage Engine is really easy

to use so our goal for getting people to use the system has

become more attainable.

Chris Joyner, user support manager, University of North Carolina, Asheville

We're really enjoying using ServiceDesk Plus. it's really

helped us nail our ITIL processes down harder, enabled far more

accurate reporting, and the technicians get a lot more out of it than

our old help desk. They're also really loving the app - they spend a lot

of time not at their desks due to the way our business works, so to be

able to manage their tickets and get push notifications when roaming

around is fantastic." Tom Peach-Geraghty

We're really enjoying using ServiceDesk Plus. it's really

helped us nail our ITIL processes down harder, enabled far more

accurate reporting, and the technicians get a lot more out of it than

our old help desk. They're also really loving the app - they spend a lot

of time not at their desks due to the way our business works, so to be

able to manage their tickets and get push notifications when roaming

around is fantastic." Tom Peach-Geraghty

Tom Peach-GeraghtyIT manager, National Ice Centre & Capital FM Arena, Nottingham

Why DAYA CIPTA MANDIRI SOLUSI ?

1. We focus on PROJECT DELIVERY2. We have TEAM and CERTIFIED3. We help you to define your HELPDESK system4. We are not selling LICENSE ONLY5. We focus to grow your HELPDESK6. We documented everything

Please visit www.dayaciptamandiri.com to know us better Or contact : 62-8818857333 / 62-8818877333

Email: askme@dayaciptamandiri.com