Learn how to effortlessly enable other departments like HR, legal, finance, and facilities, to streamline their service delivery operations. We will discuss about launching unique service desk instances for each department and managing users and configurations across these instances.
In this episode, we will walk you through:
- Configuring organizational details and user management across all instances.
- Configuring domain verifications and SAML authentication.
- Launching and customizing multiple unique service desk instances.
- Customizing the enterprise self-service portal.
At the end of the episode, attendees would be able to understand the concept of enterprise service management (ESM) and know how to leverage ServiceDesk Plus to streamline service management and service desk operations across all key business functions.
The ESM Portal is where end users can access the various service desk instances available to them. Users do not need any specific role or permissions to access the ESM Portal. If a user has access to multiple instances, they can access the ESM portal. However, to access the ESM Directory, you need to have the Organization Admin role.
Each service desk instance (HR, facilities, IT, legal, etc.) requires a license. Technician licenses for each instance can be purchased separately on a need basis.
For instance, if a technician is part of the IT instance, they cannot use the same license to access the HR instance as a technician. The technician would need an additional technician license to access the HR Instance.
In the request details page, go to Actions > Move Request to transfer a request to another service desk instance. This feature is available in build 11110 or later. To learn more, visit here.
In the ESM directory, navigate to General settings > Application settings. Under the Customize login page, click Customize Now.
For non-ESM setup, go to Admin > General Settings > Self Service Portal Settings. Under the Customize login page, click Customize Now. To learn more, visit here.
No, workflows cannot be copied or moved from one instance to another.
SAML single sign-on (SSO) authentication involves a service provider and an identity provider (IdP). It is not mandatory to subscribe to a third party.
For example, if you are using Active Directory to manage your users, then you can set up Active Directory Federation Service (ADFS) as the IdP to allow your users to log in to ServiceDesk Plus using their Active Directory credentials. You can also integrate with ADSelfService Plus, ManageEngine's IdP solution.
For further information, you can write to hello@servicedeskplus.com and we'll be glad to help you.