ServiceDeskPlus_Presentation how it works.

ManageEngine
ServiceDesk Plus
Date: June 12, 2025
Presenter: Prabhat Kiran Sigdel

Contents
• Overview of ServiceDesk Plus
• Technical Deployment Highlights
• Setup & Administration
• Service Request Management
• Incident Management
• Problem Management
• Change Management
• Asset Management
• Integrated Workflows
• Next Steps & Q&A

Overview of
ServiceDesk
Plus
Comprehensive ITSM platform (Incident, Problem,
Change, Asset)
Unified ticketing, self-service portal, integrations
Role-based security & audit trails
A robust, ITIL-ready help desk solution by
ManageEngine
Easy deploy

Technical Deployment Highlights
Cloud vs On-
Premise Options
Multi-branch &
Department
Support
AD, Azure AD,
Exchange, Gmail,
O365, Monitoring
Integrations
Editions and
Deployment
Standard: Help
desk only
Professional: Adds
Asset & Purchase
Enterprise: Full
ITSM suite

Setup &
Administration
User, Technician & Requester Creation (Manual,
AD Import)
Roles, Permissions & Departments
Ticket Templates & SLAs
Notification & Auto-assign Rules
Remote Control: Instant troubleshooting
support

Service
Request
Management
Multi-channel Ticket Creation
Auto-routing based on request type
Predefined workflows & fulfillment SLAs
Notifications and auto-closure
Built-in knowledge articles for self-service
Module linking to Assets, Change, etc.

Incident
Management
Multi channel ticket creation
‑
Automated ticket routing
SLA management with response/resolution times and
escalations
Automated notifications and auto closure on resolution
‑
Knowledge base integration within tickets
Cross module linking
‑

Problem
Management
Root Cause Analysis & Known Error
Database
Link Incidents & Auto-close on
Resolution
Knowledge Base Integration
Cross-module links (Problem →
Change)

Change
Management
Custom workflows for Normal,
Standard, Emergency
Multi-stage approvals
Change Calendar & Impact
Visualization
Checklists, Risk Assessment &
Downtime Announcements

Asset Management
AUTOMATED DISCOVERY
(AGENT & SNMP)
UNIFIED ASSET DETAILS &
HISTORY
CMDB RELATIONSHIPS &
VISUAL MAPS
LICENSE COMPLIANCE,
CONTRACTS &
PROCUREMENT

Integrated
Workflows Incident → Problem → Change
Lifecycle
Linked Assets in CMDB
Automations (Auto-close, Notifications)
Consolidated Dashboards & Reports

ServiceDeskPlus_Presentation how it works.

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Editor's Notes