Products/Tools

ManageEngine ServiceDesk

Out of the box ready ServiceDesk solution with minimum implementation costs. Offers a flexible solution that can include incident management, service catalog, problem management, CMDB, project management & asset management.

Challenges

In a new normal where working remotely becomes common for at larger number of firms and organisations, providing effective support can be challenging for ServiceDesk personnel.

Some of the challenges might be:

  • You have an existing ITSM solution that you can't maintain because it's complicated to maintain and required outside help to work.

  • Difficult to create workflow for approvals and Service requests. Technicians needs to to this manually, which consumes valuable time.

  • ServiceDesk operations are, when done manually, time-consuming and resource heavy taking up time from other core activities from the service personnel.
  • Difficult to get an overview of the many tasks and coordinate tasks and incidents according to Service targets.

  • Changes are not planned correctly and key decision makers are not always consulted in advance leading to unforeseen outages & downtime for critical business systems.

Functions & Requirements

Incident Management:

  • Gain control of your help desk.
  • Reduce outages, improve agent productivity, meet SLAs, and manage the complete lifecycle of your IT tickets.
  • Problem Management
  • Go beyond firefighting.
    Classify, analyze, and take problems to closure. Analyze the root cause and reduce repeat incidents in your IT.

Change Management:

  • Manage changes with precision
  • Streamline planning, approval, and implementation with automated work flows.
  • Ensure that there are no more unauthorized or failed changes.

Service Catalog:

  • Optimize service delivery
  • Create and publish your service catalog with custom service level agreements (SLAs) and multi-stage approvals. Ensure better end user satisfaction and better visibility for IT.

Asset Management:

  • Streamline asset management
  • Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance

Learn more about ManageEngine ServiceDesk at ServiceDesk resources.

Read more about system requirements here.

Why Deloitte?

Awarded market leaders

We strive to continuously lead the market in the area of cyber risk and security services. We are awarded and acknowledged by some of the most renowned institutions within the area of cyber, e.g. Gartner, ALM Intelligence and Forrester. In 2020, we were named global leader in Security Consulting Services for the 9th year in a row by Gartner.

Leading-edge technologies

We are committed to investing in innovation and emerging technologies to ensure that we are equipped with the latest tools to solve current and future challenges for our clients. Alliances with market-leading cyber vendors and groundbreaking startups around the world offer our clients access to a wide range of cyber-risk technologies and leading-edge technology innovation.

Global intelligence delivered locally

We have the largest professional services network in the world. Diversity across our cyber teams helps us work across the globe with a local and personal lens. We have over 8,600 dedicated cyber-risk service practitioners of which 1,300 are dedicated to Europe and the Middle East alone, ready to help our clients everywhere with any challenge.

End-to-end cyber-risk services

We cover every aspect of cyber risk — from advisory and implementation of strategic transformations to managed security services, product solutions and incident management. This enables us to deliver more resilient and silo-breaking solutions, taking the whole business chain into account. This helps our clients to leverage their potential and growth even more.

Reach out

all or email our expert to know more about ManageEngine.

Christian Schmidt

Director

Michael Møller Kristensen

Manager