End-to-end IT management with ServiceDesk Plus. Ron Pher David Hendriksen

Transcription

1 End-to-end IT management with ServiceDesk Plus Ron Pher David Hendriksen

2 Envisioning the service desk as the control center of IT

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5 Deploy Software, Manage Patches, and Take Control of IT Assets. Perform desktop and Mobile Device Management activities like asset management, application management, and profile configuration from your IT service desk console. Deploy software packages remotely to end user machines and track the deployment status. Enable end users to install or uninstall applications by requesting for these services in the Service Catalogue. Apply patches and updates automatically across the enterprise to keep your servers and workstations up to date and to simplify patch management. Take control of any workstation and troubleshoot issues quickly and efficiently. Scan workstations and other IT assets using Desktop Central and auto-populate your ServiceDesk Plus CMDB. Detect anomalies like prohibited software, unlicensed installations, and insufficient licenses and take necessary action.

6 Automatically Convert Network Alarms into Tickets. Restore Services Sooner. Convert network alarms from OpManager into tickets in ServiceDesk Plus, with a simple trigger or API level integration. Notify your IT help desk technicians of any network outages, alarms, and subsequent ticket creation in ServiceDesk Plus. Automate the process of categorizing, prioritizing, and assigning tickets to technicians based on predefined error conditions. When the outage is resolved, automatically close incidents created in ServiceDesk Plus.

7 Create and manage AD accounts. Establish secured automation of simple AD activities. Extend internal servicing capabilities to support frequently used Active Directory activities such as user management and user password reset from within the ServiceDesk Plus interface. Invoke Active Directory commands to create, delete, unlock, enable and disable users. Reset user passwords quickly by triggering the corresponding action on ADManager Plus. Create a code-free request menu by associating ADManager Plus actions such as create, delete, unlock, enable and disable users with service catalog or incident templates of ServiceDesk Plus. Customize access permissions to authorized technicians by associating ADManager Plus roles with ServiceDesk Plus roles.

8 Advanced Analytics - analyse IT data with powerful visualizations. > high level view of your help desk > ability to drill-down into intuitive reports > view live dashboards

9 Service desk as the control center of IT A look at two scenarios SERVICE REQUEST MANAGEMENT Request fulfilment from a single console to ensure technician productivity and overall efficiency INCIDENT MANAGEMENT A single pane view to control infrastructure failures and ensure high service uptime REPORTING AND ANALYTICS

10 Sample Heading Scenario 1 Service request management

11 User Provisioning Create a user account in Active Directory (AD) Associate the devices provided to the user in Active Directory for tracking Create a Microsoft Exchange mailbox Provision, enroll, and handout a mobile device to the user END USER PROVISIONING Create an Office 365 account Install the required software for the user Create Google Apps and Skype for Business accounts Provision a laptop or desktop with the required operating system

12 User provisioning Automate user provisioning requests from the ServiceDesk Plus console using native integrations

13 Organization restructuring 04 Push device usage policies to the end-user device based on the new department 01 Move the user to different organizational units and groups in AD 03 Modify software licensing and access requirements for the user 02 Modify mailbox policies based on the new department

14 Organisation restructuring Automate organization restructuring and departmental transfers from the ServiceDesk Plus console using custom-built integrations

15 Deprovisioning user devices Dissociate the end user and the device in Active Directory Associate the user and the device in AD and hand it over to the user Wipe the device clean and have it ready to be provisioned for a new user Install the necessary software and apps, then configure policies in the new device Obtain requirements and policies to provision the device for a new user

16 Deprovisioning user devices Automate deprovisioning of user devices from the ServiceDesk Plus console using native and custom-built integrations

17 Sample Heading Scenario 2 Incident management

18 A sudden virus attack in all Windows 10 machines The desktop team is flooded with calls and tickets related to the virus VIRUS The incident response team quickly figures out the fix, creates a patch, and pushes it out to all desktops The patch is then pushed to all affected computers, which brings the situation back to normal

19 A sudden virus attack Stay on top of such virus outbreaks by using native integrations

20 An executive loses their device 01 The IT manager gets a panicked call from the CEO's personal assistant 04 The technician triggers a remote alarm on the lost device to help the CEO or their PA locate it 02 The IT manager creates a major incident ticket on behalf of the VIP user and assigns a technician to it 03 The technician quickly gets on the job and immediately locks the device 05 They try to check the physical location of the device 06 The technician should completely wipe the device's data if they still can't find it (assuming the device has been backed up)

21 Loss of an executive's device Use ServiceDesk Plus' native integration to quickly gain control of the situation and ensure data doesn't get into the wrong hands

22 Summary > ManageEngine has 70+ solutions > Talk to the local team > Training is available > Green Screen at our booth > Enjoy the conference

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