service desk plus support ver 1.0

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Support Document

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Page 1: Service Desk Plus Support ver 1.0

Support Document

Page 2: Service Desk Plus Support ver 1.0

Working with ServiceDesk Plus

Page 3: Service Desk Plus Support ver 1.0

Ticket Dispatch Methodologies

Round Robin Load Balancing

Distributes equally to all technician

Distributes based on the technicians load

Note: Currently we are using Load Balancing Methodology

Page 4: Service Desk Plus Support ver 1.0

AutomationsIn

ServiceDesk Plus

Page 5: Service Desk Plus Support ver 1.0

Automations

Automatic Ticket DispatchBusiness RulesService Level AgreementNotification RulesPreventive Maintenance

Page 6: Service Desk Plus Support ver 1.0

Steps: Hosting ServiceDesk Plus for

Clients1. Register an IP address (say, 64.12.13.11) and a public hostname (like

servicedesk.yourdomain.com) with your Service Provider.

2. The IP address for "servicedesk.yourdomain.com"?should resolve to "64.12.13.11". (This will be predominantly handled by the Service Provider).

3. Configure Firewall rules (or access-list in router) redirecting "http" requests on IP address "64.12.13.11" to the LAN ipaddress "192.168.200.254". This configuration should be done by your networking team.

4. To host the application in https you need to acquire an SSL certificate from Certificate Authority like Go Daddy, Verisign etc

Page 7: Service Desk Plus Support ver 1.0

Service Level Agreement [SLA]

o Four Levels of Proactive Escalations

o Response based Escalation

o Set up Rules based on many available criteria

Page 8: Service Desk Plus Support ver 1.0

Service Level Agreement [SLA]

Page 9: Service Desk Plus Support ver 1.0

Notification Rules

o Requester/ Technician based Notification

o Alerts for Incident Management

o Both SMS & Email Alerts

Page 10: Service Desk Plus Support ver 1.0

Knowledge Base Search Solutions with simple

keywords Individual Knowledge Base

for Requesters & technicians Approve each solutions on

addition Categorize the solutions

specific to topic.

Page 11: Service Desk Plus Support ver 1.0

Incident MgmtIn

ServiceDesk Plus

Page 12: Service Desk Plus Support ver 1.0

Incident Management

Reduction of incidents improves quality of service

Improve quality of Service by tracking SLA performances.

Improve productivity with efficient incident workflows

Page 13: Service Desk Plus Support ver 1.0
Page 14: Service Desk Plus Support ver 1.0

Scheduling and Exporting Reports

Schedule Inbuilt or Custom Report

Support Multiple Formats

Page 15: Service Desk Plus Support ver 1.0

Query Reports

Graphical Representation of

Data Structure

Create your own Query for Reports