Manageengine Help Desk
Ena Baccari
ServiceDesk Plus makes it easier than ever before to track incidents whether they come in through email or over the phone. This intuitive help desk solution is able to manage requests using a number of automated processes such as request routing, business rule application, SLA management and escalation management, to name a few. Easy to install, easy to implement and simple for users to access, ServiceDesk Plus is the only help desk solution you will ever need.
For a help desk system to work well, it needs to be simple to update, simple to query and highly configurable. ServiceDesk Plus is all of those things and will help you to meet resolution targets and keep your users happy.
Wouldn't it be great if your users could raise their own incidents and track to status of those incidents? With ServiceDesk Plus self-service portal, they can. Users can even find the solution to their problem if it exists in your Knowledge Base. You can also make announcements about planned and unexpected outages using the self-service portal.
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Keep your users informed and proactive by populating your Knowledge Base with support resolutions on a regular basis. Not only will this help users to help themselves, but technicians can also use the Knowledge Base as a resolution repository.
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Service Level Agreements help to improve customer satisfaction through timely incident resolution. ServiceDesk Plus allows you to set up different escalation levels in your help desk software that will ensure incidents are prioritised correctly and dealt with according to their SLA status.
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Integrate your web-based help desk software seamlessly with any third party software. API integration within ServiceDesk Plus allows you to access and manage requests that have been created on other platforms. If you are migrating from another help desk platform to ServiceDesk Plus we would be delighted to help with the process.
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Business Rules allow you to initiate the automatic assignment of incidents to specific technicians, levels, priorities and categories. Business Rules, when set up correctly, could help you to automatically assign up to 70% of incidents being raised.
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Notification Rules allow you to send confirmation receipts to users and support engineers automatically. These automatic alerts can be sent out at request creation, when a change is made within a request or if the request is assigned to a team or technician. A notification can also be sent at the time of SLA violation.
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What good would a help desk solution be without robust reporting? ServiceDesk Plus allows you to build and run reports on aspects such as IT Help Desk load, SLA violations, technician performance and much more. You can also run trend analysis reports for when deeper investigation is required on a particular issue.
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ManageEngine provides IT management solutions to millions of users worldwide to address their IT challenges.
Security is a key component in all our offerings, and is reflected in our people, processes, and products.
This page outlines security practices, policies, and infrastructure for our cloud solutions.
The following content covers topics like data security, operational security, and physical security to
explain how we offer security to our customers.
We have an Information Security Management System (ISMS) in place which takes into account our security objectives and the risks and mitigations concerning all the interested parties. We employ strict policies and procedures encompassing the security, availability, processing, integrity, and confidentiality of customer data.
Each employee undergoes a process of background verification. We hire reputed external agencies to perform this check on our behalf. We do this to verify their criminal records, previous employment records if any, and educational background. Until this check is performed, the employee is not assigned tasks that may pose risks to users.
Each employee, when inducted, signs a confidentiality agreement and acceptable use policy, after which they undergo training in information security, privacy, and compliance. Furthermore, we evaluate their understanding through tests and quizzes to determine which topics they need further training in. We provide training on specific aspects of security, that they may require based on their roles.
We educate our employees continually on information security, privacy, and compliance in our internal community where our employees check in regularly, to keep them updated regarding the security practices of the organization. We also host internal events to raise awareness and drive innovation in security and privacy.
We have dedicated security and privacy teams that implement and manage our security and privacy programs. They engineer and maintain our defense systems, develop review processes for security, and constantly monitor our networks to detect suspicious activity. They provide domain-specific consulting services and guidance to our engineering teams.
We have a dedicated compliance team to review procedures and policies in Zoho to align them with standards, and to determine what controls, processes, and systems are needed to meet the standards. This team also does periodic internal audits and facilitates independent audits and assessments by third parties.
All workstations issued to Zoho employees run up-to-date OS version and are configured with anti-virus software. They are configured such that they comply with our standards for security, which require all workstations to be properly configured, patched, and be tracked and monitored by Zoho's endpoint management solutions. These workstations are secure by default as they are configured to encrypt data at rest, have strong passwords, and get locked when they are idle. Mobile devices used for business purposes are enrolled in the mobile device management system to ensure they meet our security standards.
We control access to our resources (buildings, infrastructure and facilities), where accessing includes consumption, entry, and utilization, with the help of access cards. We provide employees, contractors, vendors, and visitors with different access cards that only allow access strictly specific to the purpose of their entrance into the premises. Human Resource (HR) team establishes and maintains the purposes specific to roles. We maintain access logs to spot and address anomalies.
At our Data Centers, a co location provider takes responsibility of the building, cooling, power, and physical security, while we provide the servers and storage. Access to the Data Centers is restricted to a small group of authorized personnel. Any other access is raised as a ticket and allowed only after the approval of respective managers. Additional two-factor authentication and biometric authentication are required to enter the premises. Access logs, activity records, and camera footage are available in case an incident occurs.
We monitor all entry and exit movements throughout our premises in all our business centers and data centers through CCTV cameras deployed according to local regulations. Back-up footage is available up to a certain period, depending on the requirements for that location.
Our network security and monitoring techniques are designed to provide multiple layers of protection and defense. We use firewalls to prevent our network from unauthorized access and undesirable traffic. Our systems are segmented into separate networks to protect sensitive data. Systems supporting testing and development activities are hosted in a separate network from systems supporting ManageEngine's production infrastructure.
We monitor firewall access with a strict, regular schedule. A network engineer reviews all changes made to the firewall everyday. Additionally, these changes are reviewed once in every six months to update and revise the rules. Our dedicated Network Operations Center team monitors the infrastructure and applications for any discrepancies or suspicious activities. All crucial parameters are continuously monitored using our proprietary tool and notifications are triggered in any instance of abnormal or suspicious activities in our production environment.
All the components of our platform are redundant. We use a distributed grid architecture to shield our system and services from the effects of possible server failures. If there's a server failure, users can carry on as usual because their data and ManageEngine cloud services will still be available to them.
We use technologies from well-established and trustworthy service providers to prevent DDoS attacks on our servers. These technologies offer multiple DDoS mitigation capabilities to prevent disruptions caused by bad traffic, while allowing good traffic through. This keeps our websites, applications, and APIs highly available and performing.
All servers provisioned for development and testing activities are hardened (by disabling unused ports and accounts, removing default passwords, etc.). The base Operating System (OS) image has server hardening built into it, and this OS image is provisioned in the servers, to ensure consistency across servers.
Our intrusion detection mechanism takes note of host-based signals on individual devices and network-based signals from monitoring points within our servers. Administrative access, use of privileged commands, and system calls on all servers in our production network are logged. Rules and machine intelligence built on top of this data give security engineers warnings of possible incidents. At the application layer, we have our proprietary WAF which operates on both whitelist and blacklist rules.
At the Internet Service Providers (ISP) level, a multi-layered security approach is implemented with scrubbing, network routing, rate limiting, and filtering to handle attacks from network layer to application layer. This system provides clean traffic, reliable proxy service, and a prompt reporting of attacks, if any.
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