Alex D Paul Director – IT Service Management ZOHO Corporation About Me
Alex D Paul • Product Manager, ManageEngine, ZOHO Corporation. • Implemented ITIL + Built A Product in ITIL • Solved problems in real scenarios along with engineers and business managers • Experience in handling customers around world – 14 countries • Author of the widely accepted ITIL Heroes Handbook • www.alexonitil.com – download free book Agenda
The Making of ServiceDesk Plus
The Road Ahead
Gadgets Makes A Hero
Without The Right Tools With The Right Tools
Copyright 2010 Zoho Corporation
Making of ServiceDesk Plus Against All Odds
• 700 Helpdesk vendors
• 7 years too late • Expertise focused on Network Management Sizing Up Who Were Against
• Small players – Tickets Only
• Integrated Ticket + Assets was expensive • Big 4 were Add-ons and Smart plug-ins Unreasonably Complicated • Creating a scheduled maintenance request
• 19 page downs and lot of code snippets
---------------------------------------------------------------------------------------------------------------------------------------------------------------------- SELECT np.guid, CONVERT(VARCHAR(12), sm.[Interval Date], 1) as 'Scheduled Service Date', CONVERT(VARCHAR(12), DATEADD(MONTH, -sm.[Interval (In Months)], sm.[Interval Date]), 1) as 'Last Service Date', np.[Name] FROM inv_scheduled_maintenance sm JOIN vnetworkprinter np on sm._resourceguid = np.guid WHERE sm.[interval date] = CONVERT(VARCHAR(12), GETDATE(), 1)
Security Event SKM Mgmt Management After Training - Where Do I Start? ITIL V3 ITIL V2 Pink Elephant Certification
ISO ITIL Process
20000 consultants Incident Management • Incident is a disruption in the normal service
• The goal of Incident Management is to
restore normal services as soon as possible with resolution and recovery. Problem Management Problem Management
• The goal of Problem Management is to find
the root cause of incidents and reduce the impact on business. • It is a proactive approach that prevents recurrence of incidents. Change Management Change Management Workflow
Tuesday, January 8, 2008
Wrong Perception : ITIL takes a lot of time
Detailed books and complicated process
Expensive Consulting
Expensive Tools
Copyright 2010 Zoho Corporation
Typical Monster-ous ITIL Software
Reporting Module
Add-on Modules
Platform ITIL Complicated with Add-ons & Plug-ins ServiceDesk Plus Got ITIL Ready
• Built-in ITIL Processes works for 80% of businesses
• Advanced Users can customize the rest 20% • Customization – Point & Click – no coding required Priority by Higher Decibels Priority Matrix As We Stand Today
–15000 Customers –Global Service Desk Deployments –World Class Performance –APIs Change Management Implementation Change Record with Process 1 tabs 3
Change Plan 2 Process CAB Approvals
Release Management Detailed Demo
•Helpdesk + Asset Management
•Service Catalog •CMDB •And other exciting features The Road Ahead IT Expertise Meets Cloud IT Expertise Meets Cloud Focus Areas
