[Tips & Tricks] Ensure your business continuity using ServiceDesk Plus
As the world embraces the remote work policies due to the coronavirus pandemic, ServiceDesk Plus Team would like to help you in BCP.
Here are some of the key features in ServiceDesk which will help you to to do this,
Service Request:
> Backup Approver: Having a backup approver set, the application automatically delegates the approval process in case of technician unavailability
> ZIA approval: ZIA is a learning AI assistant that can take the approval process based on the keywords in the email. As an approver, you may not need to access the application anymore for the approval process.
> Multiple SLA for Service Requests: Resolving a new asset requirement request may not be the same during this pandemic period. With Multiple SLA in place, you can change the SLA for a Service Request from the SLA Drop-down list.
> Operational Level Agreement: Ensure that the SLA is achieved by the internal groups working on the request with OLA configuration
> Images in resources: Create a resource question with images that enhances the user experience while requesting for a Service Request.
Asset Management:
> Web RDP: Take remote of user machines using Web RDP to resolve software related problems
> Standalone script: With most of the Client machine connected through VPN, use Standalone script on startup and Windows Scheduler to ensure that Asset Data is up to date
> Asset Loan: Use asset loan expired view to find the list of assets and extend the loan period
Mobile App:
> Requests creation: Create requests using a template from the mobile app on the go
> Approval: Perform approval on requests from the Mobile App
Other features:
> Request Life Cycle: Create customized workflows that allow you to perform status based automation and trigger an automated notification to different users
> Tech Auto Assign: Automate the process of assigning tickets to the online technician in Round-Robin or Load Balancing method
> Custom Trigger: Send automated notification to the end-user based on certain criteria. Also, extend the automation using Python or Powershell scripts.
> Auto Suggest: Reduce the number of requests created for a known issue or for the one that you are already working on by showing the suggestions of Announcements and Solution article when the users raise a request. You can enable this option from the Self-Service Portal Settings.
Please feel free to let us know if you need any assistance with the BCP and it would be our pleasure to assist you. Looking forward to holding your hands during this pandemic.
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