help.servicedeskplus.com Open in urlscan Pro
44.206.143.69  Public Scan

Form analysis
0 forms found in the DOM

Text Content

Login
New Masterclass series 2024 New


2022 GARTNER® MQ FOR ITSM PLATFORMS

Download Video Tutorials Forums Live Demo Customer Portal User Guide

search

      

       



       


Introduction 
* 
  IT Help desk admin guide | ServiceDesk Plus administration guide 
* 
  ServiceDesk Plus editions 

Notifications 

Installing ServiceDesk Plus 

Enterprise Service Management 

Header Quick Links 

Custom help desk software | Personalize your help desk

Annual Maintenance Support License

HIPAA Compliance

Home Page 

Dashboard 

Requests 

Problems 

Changes 

Projects 

Releases 

Solutions 

Spaces (Facilities Service Desk) 

Asset Scan 

Assets 

Software 

Barcode 

Purchase 

Contracts 

Configuration Management Database 

Custom Modules

Admin Configurations (New UI) 

Admin Configurations (Old UI) 

Admin History

Reports 

API 

Mobile Apps 

Deluge 

Appendix 

Product Roadmap

ServiceDesk Plus as an Outlook add-in

ServiceDesk Plus - Support policy

Upgrade FAQ

Scope of Integration in OP 

Compare ServiceDesk Plus On-Premises vs Cloud

Glossary

What are the stages of IT change enablement?





 * IT Help desk admin guide | ServiceDesk Plus administration guide



 * Home
 * ››Introduction
 * ››IT Help desk admin guide | ServiceDesk Plus administration guide




INTRODUCTION

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 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 a 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.

 

 * Requests

 * Problem 

 * Change

 * Projects

 * Solutions

 * Assets

 * Purchase

 * Contract

 * Configuration Management Database



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 dashboard views such as Contract and
Purchase Order summary may also be displayed.


REQUESTS

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.


PROBLEMS

The objective of Problem Management is to minimize the adverse impact of
Incidents and Problems on the business which is 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 to improve or correct the situation.


CHANGE

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.


PROJECTS

This module holds the details regarding projects that are configured within the
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 the projects tab.


SOLUTIONS

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 into knowledge base articles. To view the solutions, click the
Solutions tab in the header pane. 


ASSETS

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.


PURCHASE

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.


CONTRACT

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 distribution of the assets, 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.

 

--------------------------------------------------------------------------------

 
 


close

Your browser does not support iframes.


close

Download

We're Online!

How may I help you today?