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ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT e MDM Andrea Mannara Business Unit Manager

ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

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Page 1: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

ManageEngine ITSM:HelpDesk ITIL, gestione degli

asset IT e MDM

Andrea MannaraBusiness Unit Manager

Page 2: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

ManageEngine Portfolio

Network

Network Monitoring

Bandwidth & traffic Analysis

Network Config Mgmt

Data Center

Server Monitoring

Application Perf

Monitoring

Storage

Monitoring

Desktop & MDM

Desktop Management

OS Deployment

Mobile Device Management

ServiceDesk& Asset

Helpdesk & Customer Support

ITIL Service Desk

Asset Mgmt & CMDB

Active Directory

AD Mgmt & Reporting

Windows Server Audit

Self Service Password

Reset

Log & Security

Log Mgmt & SIEM

Firewall Log Analysis

Password Management

Page 3: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

ManageEngine ITSM

Network

Network Monitoring

Bandwidth & traffic Analysis

Network Config Mgmt

Data Center

Server Monitoring

Application Perf

Monitoring

Storage

Monitoring

Desktop & MDM

Desktop Management

OS Deployment

Mobile Device Management

ServiceDesk& Asset

Helpdesk & Customer Support

ITIL Service Desk

Asset Mgmt & CMDB

Active Directory

AD Mgmt & Reporting

Windows Server Audit

Self Service Password

Reset

Log & Security

Log Mgmt & SIEM

Firewall Log Analysis

Password Management

Page 4: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

HelpDesk ITIL, ITAM, Desktop & MDM

• ServiceDesk Plus– HelpDesk ITIL e Asset Management

• AssetExplorer– Asset Management e CMDB

• SupportCenter Plus– Gestione del supporto ai clienti

• Desktop Central– Gestione completa dei Desktop e dei dispositivi mobile

• OS Deployer– OS Imaging & Deployment

ServiceDesk& Asset

Helpdesk & Customer Support

ITIL Service Desk

Asset Mgmt& CMDB

Desktop & MDM

Desktop Management

OS Deployment

Mobile Device

Management

Page 5: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

ServiceDesk Plus

• HelpDesk ITIL e Asset Management

• Semplicità d’uso e implementazione

• Personalizzazione

• Automazione processi

• Web based

• HD interno o MSP

Page 6: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

ServiceDesk Plus

• ITIL «easy»

• Incident Management

• Change Management

• Problem Management

• Service Catalog

• ITAM & CMDB

• (Project Management)

Page 7: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Incident Management Workflow

Page 8: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Incident Management Workflow

Page 9: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Incident Management Workflow

Page 10: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Incident Management Workflow

Page 11: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Incident Management Workflow

Page 12: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Incident Management – Knowledge Base

Page 13: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Incident Management - SLA

Page 14: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Assegnazione automatica

Page 15: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Assegnazione automatica

Page 16: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Assegnazione automatica

Page 17: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Template e task

• Template predefiniti per gli incident/request

• Es. «Attivazione Nuovo Dipendente»– Task 1: «installazione PDL» gruppo «Desktop Mgmt»

– Task 2: «creazione profilo» gruppo «User Mgmt»

– Task 3: «install applic» gruppo «Gest Applicativi»

– Task 4: «smartphone» gruppo «Gest Mobile Device»

– Etc.

Page 18: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

User SurveyMisurare la «percezione» del servizio da parte degli utenti

Page 19: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Asset Management

• Inventario HW/SW (agent & agentless)

• Asset IT e non IT

• Contratti di supporto

• Assegnazione utente/dip.

• Stato degli asset

• Ammortamento/valore residuo

Page 20: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

• Inventario SW

• Gestione delle licenze e compliance

Asset Management: Software & License

Page 21: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

CMDB – Configuration Items

Page 22: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

CMDB – Relazioni fra i CIs

Page 23: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Problem Management

• ITIL, due processi distinti e correlati: Incident e Problem

• Incident Management ripristino del servizio al business / SLA

• Problem Management identificare le cause degli Incident(root cause) e trovare una soluzione definitiva o un workaround

• Prevenire il ripetersi di un incident / ridurne l’impatto

Page 24: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Problem Incidents

Page 25: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Change Management

Richiesta (RFC)

Valutazione Approvazion

e(CAB)Schedule Implement Review

• Gestione del processo di Change Management

• Richiesta e Approvazione del CAB

• Analisi, pianificazione implementazione

• Change WorkFlow

• Review

Page 26: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Service Catalog Management

Cosa offre l’IT al business? Con che tempi (SLA)? Conche costi?

Page 27: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Service Catalog

• Processo di approvazione (business-side) delle richiesta

• Service Level Agreement

• Form differenti per ogni tipo di servizio

• I servizi disponibili sono differenti per utente, dip., sede etc.

• Un unico punto per accedere alle informazioni sui servizi

Page 28: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Project Management

Page 29: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Controllo di tutti i progetti IT

Page 30: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Dettaglio del singolo progetto

Page 31: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Dettaglio del singolo progetto

Page 32: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Multi-site

Sede 1

Sede 2

Sede 3

Sede 1 Sede 2 Sede 3

Page 33: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Mobile

Page 34: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Ordini di Acquisto

Page 35: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Report Personalizzati

Tipo Report Scegli cosa vedere …

Filtri & Query

Schedulazioneinvio report

Page 36: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Desktop Central

Gestione dei desktop e dei Mobile Device• Inventario HW/SW dinamico• Distribuzione SW • Patch Management• Configurazioni windows• Controllo remoto• Mobile Device Management

Page 37: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Desktop Central

• Software metering and License Management

• Reports Active Directory

• Power Management

• Gestione dispositivi USB

• Distributed Edition

• MSP Edition

Page 38: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

MDM

Page 39: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Mobile Device Management

Page 40: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

Samsung SAFE Device

• SAFE: Samsung For Enterprise

• Mobile Device Management (MDM) per smartphone e tablet Samsung. Oltre 100 policy per:

• La sicurezza del device

• La sicurezza dei dati

• Il carrier Management

• La gestione delle App

Page 41: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

HelpDesk + Desktop + MDM

ServiceDesk Plus + DesktopCentral:

soluzione integrata l’HelpDesk ITIL, gestione dei Desktop e dei mobile device

Page 42: ManageEngine ITSM: HelpDesk ITIL, gestione degli asset IT ... · • ServiceDesk Plus –HelpDesk ITIL e Asset Management • AssetExplorer –Asset Management e CMDB • SupportCenter

GRAZIE

www.manageengine.it