ManageEngine announced the general availability of project management and configuration management database (CMDB) modules in ServiceDesk Plus – MSP, its ITIL-ready help desk software for managed service providers (MSPs).
The addition of these two modules give MSP IT administrators and IT managers integrated tools that simplify the creation and tracking of help desk projects and that improve service quality.
MSPs face daunting workloads that are often made more challenging by the number of people involved in a given change implementation or IT/business project; communication gaps between different teams; and growing task counts and dependencies. In turn, maintaining clear project oversight and providing progress updates becomes a nightmare for any MSP that relies on manual reports to manage projects. Similarly, MSPs that rely on manual processes to manage growing numbers of client resources frequently lack the visibility needed to provide the right support quickly and efficiently.
"MSP projects often balance cost, time and resource considerations as well as client communications and real-time reporting," said Uma Shankar, director of engineering, ServiceDesk Plus, at ManageEngine. "Our new project management module lets MSPs take care of these important tasks directly from the ServiceDesk Plus – MSP console. Meanwhile, our new CMDB module is the powerful, easy-to-use alternative to most CMDB technologies that many MSPs reject as too expensive, complex and difficult to setup."
The project management module in ServiceDesk Plus – MSP simplifies the process of managing projects and helps in better management of the project, irrespective of its size. With this module, each project is divided into milestones, and the milestones are further divided into tasks. This hierarchical split of large projects helps in assignment of tasks to technicians and to track their activities as the project progresses.
Now, MSPs that use ServiceDesk Plus – MSP to coordinate their projects can set security levels by customizing roles and permissions for each project member based on requirements and availability. IT project managers can perform feasibility checks through cost estimation and resource management and track the progress of the project through a Gantt chart and calendar view from a single dashboard.
The new CMDB module in ServiceDesk Plus – MSP streamlines management of IT infrastructure, providing the in-depth asset visibility needed to proactively manage and optimize their business-critical systems and services. The direct visualization map provides the central repository with complete information about the configuration items and their relationships as well as the impact those items have in their IT environment. The CMDB can also perform impact analysis based on configuration item relationships.
MSPs that take advantage of the ServiceDesk Plus – MSP CMDB module can expect to see reduced downtime as the clear and immediate insight provided by the CMDB drives faster assessment and resolution of IT issues. Likewise, the CMDB improves end-user experience by helping IT teams accelerate problem resolution — or avoid problems altogether — to ensure 24x7 availability of systems and services and help avoid business-critical ramifications.
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