We just kick started ManageEngine Euro Roadshow today at Copenhagen, Denmark. First, Copenhagen is a beautiful place that looks exactly like one in the post cards. I had a “Alex in Wonderland” feeling all weekend as we went around Kobenhavn. [as they call it here]
We had a packed conference hall with people running out of chairs [its a good problem]. Draware, our partner in Denmark had excellent arrangments.
Girish just finished his presentation About ManageEngine and Network Performance, Server Performance or Business Performance. Denmark got a taste of cost efficient IT management software- ManageEngine. Gibu also introduced the need for application management from the perspective of serving users better.
Me and Rajavel are taking over the afternoon.
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| From Copenhagen |
Have you tried reading an ITIL book, it’s perfect cure of insomnia. Yes, most ITIL books have all the information but [with all due respect] they are boring!. I sat through a couple of boring classes and delivered even boring presentations. Then it occurred to me, why not try to make it interesting. I tried writing an ITIL Handbook with a few cartoons. A few readers got back to me saying it is interesting.Try it , you will like it!
Bem-vindo para India. WEG - one of the Brazil’s largest companies is coming to India.
WEG Announces New Plant In India
[Thanks Jaime for sharing the news]
WEG’s runs ServiceDesk Plus, with 1000 technicians working on it. I have to thank them for helping us perfect ServiceDesk Plus with robust performance and scalability. The biggest challenge in the getting the meeting right was the language. Everyone knew only Brazilian Portuguese and we knew only English. Luckily we had one friend who knew both. [Thanks Claudio, for saving the meeting]
WEG is in Jaragua Do Sul, Brazil - well actually Jaragua Do Sul is in WEG. The company has such a big plant that a town is built around it. I am sure we’ll win WEG over again, in our home ground.
Interesting Point: WEG had an interesting way to solve the speeding problems and accidents in its campus. Almost 90% of mini-vans and cars plying within the campus had women drivers. To be specific, it was moms who had their kids photos in the dashboard and they were never speeding… anytime!
Tech support is not responsive, what happened to you guys?
This question came to me over 5 times last week. Here’s the whole picture and what we are doing about it.
Situation - Back Stage
Our incoming requests ran over the roof, we had 3 times the regular volume and our support team was simply stretched thin. We staffed up the team but support expertise does not come in a day [or a week]. I know it is not fair for me to give excuses, walk you through our growth problems and expect your sympathy.
Now,We have formed two teams to focus on customers and prospects.
Pre-sales Team: For Prospects
If you are evaluating ServiceDesk Plus and need a demo, comparison sheet and evaluation support. Please direct your questions to “eval at manageengine dot com” . You can also contact the pre-sales team if you are planning to purchase more ManageEngine products. You can also reach the Pre-sales team by phone.
Toll Free for USA : +1 888 720 9500
International +1 925 924 9500
Support Team: For Existing Customers
With all the new requests being handled by our Pre-sales team, our support team will clearly focus on customer problems. You can continue to get back to - ” support at servicedeskplus dot com”
Direct your queries to the right team, you will get responses much faster.
Bumpy patch on the road
This is a small bumpy patch on the road, please hang in there for a while. We’ll get past this soon. I would also like to thank users who posted in the forums and mailed me personally to give us a strong doze of what you are going through :-).
We are back in action.
ServiceDesk Plus website just got a complete makeover and we tested it out on random visitors. The logs & stats shows that they like it, but we need more than that… your views.
Drop your views here
Hope you are finding it easy to navigate and find the information you want. I was not really involved in this operation as I was gearing up for the Pink Elephant Conference , the men behind the show are Dev from Opmanager and Ashish from SDP team.
Integration Tab: This new tab is for all those who thought ManageEngine is a helpdesk software company. ManageEngine offers complete Enterprise IT Management Solution. http://manageengine.com/
Check out how other ManageEngine products integrate with SDP
SDP Integrates with OPManager - Network Monitoring Software
SDP Integrates with AppManager - Applications Management Software
MySQL Performance Tuning Script
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If you feel ServiceDesk Plus is slow, here are a couple of performance tweaks to make SDP's MYSQL database more responsive.
You need to make changes to the startDB.bat present under your installation directory (AdventNet\ME\ServiceDesk\bin) to start SDP uses all the RAM in the dedicated server.
Replace your existing StartDB.bat with this Modified StartDB.bat file then change the performance parameters.
http://blogs.servicedeskplus.com/files/startdb_186.zip
There are two parameters that needs to be changed in the script. The key buffer size and innodb buffer pool size to make sure it make the most of the dedicated RAM
- key_buffer_size=100000000
- innodb_buffer_pool_size=350000000
For 1 GB RAM, you can try values
innodb_buffer_pool_size to be from 350000000 to 400000000
For 3 GB RAM, you can try values
- key_buffer_size=200000000
- innodb_buffer_pool_size=9500000000
(You can also try playing around the memory size number till you get the right performance)
Note:After you edit/ replace the startDB.bat file. You have to shutdown and restart the ServiceDesk Plus server for the changes to take effect.
For Heaven's Sake: PLEASE TRY THIS OUT ON YOUR STAGING SERVER OR TEST SERVER ONLY. AFTER IT MEETS YOUR EXPECTATION MOVE IT TO YOUR LIVE SERVER
------------------For those who care to know why-----------------------------
Why is ServiceDesk Plus slow?
Even if you have installed ServiceDesk Plus on dedicated server, there is a very good chance that you might feel that SDP is not very responsive. As ServiceDesk Plus uses only fixed amount of memory from the installed workstation, so even if you install it on a server with 4GB, it will consume only limited memory. And so, it is bound to be slow.
Why does ServiceDesk Plus use only limited memory?
SDP consumes limited memory as it optimized for evaluation. You can install and run SDP in just about any regular workstation. It is designed to run even on a workstation with minimal configuration so that you can get started your evaluation even if you don't have a dedicated resource. In an environment where there a multiple applications running, SDP uses only limited memory and makes sure that it does not choke the workstation.
What Next?
We'll make sure all the performance enhancements are rolled into SDP. You'll have screens to configure SDP's performance parameters based on the resources you have.
If you have tried out any performance tweaks on your own, please feel free to share. If your tweak works, get ready to collect your rewards!
Walking the way and not showing the way
Earlier:
In our previous trainings
- We shared ServiceDesk Plus best practices
- You tried to implemented them
- Results: Only a very few got implemented
New and Improved:
- SDP Experts work with you, understand your problems.
- We (that includes You too) implement best practices in your Office / environment
- And then SDP Experts share the implemented best practices and how to keep improving on them
The New and Improved training would be great for customers who just purchased ServiceDesk Plus recently in past 4-6 months. The training program can help you make the right start.
Customers who have already rolled out ServiceDesk Plus to one location/ department and planning to expand can make sure that you make all the right moves. 8)
Book your Training Now, Let's implement an efficient helpdesk..... together
Training Agenda
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Duration:
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2 days (May extend to 1 more day, if there are implementation delays)
Cost
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$ 2995 for 5 technicians - improved training at the same price 8)
(There will be an additional $1000 towards the SDP Expert's travel and lodging if you not in CA or NY)
For more info:
Email: alexdpaul at adventnet dot com
Help line: 925 965 6300
ServiceDesk Plus is now available in 17 languages
Before you start your test drive, there are two important points to note
- There is only one download file for all editions and all languages
- There is no change in the installation procedure i.e installation will be in english
Download Now :arrow:
To get ServiceDesk Plus in your local language (I mean one of the 17 supported languages )
Download the exe or the bin and install it, the installation screens will be in English(I repeat- will be.. in English).
- Complete the ServiceDesk Plus installation
- Start the ServiceDesk Plus client or point your browser to http://localhost:8080.
- ServiceDesk Plus screens will be displayed in your browser default language. Say, if your browser default language is Spanish, ServiceDesk Plus screens will be displayed in Spanish.
- To change ServiceDesk Plus display language select the Personalize link on top of the screen and choose from the listed languages.
To take this forward:
If you have any questions, feel free to mail me at alexdpaul at adventnet dot com or you can contact resellers in your country.
Resellers in South America
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http://www.adventnet.com/pace/enterprise-nsam.html
Resellers in Europe, Middle East, and Asia
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http://www.adventnet.com/pace/enterprise-emea.html
Resellers in Asia Pacific
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http://www.adventnet.com/pace/enterprise-pasia.html
arrivederci :wink:
Welcome back to ServiceDesk Plus Insider. Glad to roll it out....
http://insider.servicedeskplus.com/
What is SDP Insider?
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ServiceDesk Plus Insider is a discussion forum that brings together help desk managers, help desk technicians, and ServiceDesk Plus development team together. Customers and prospects can share their expertise and ideas to shape the product as developers are building the features. It is an opportunity to work along with the development team to build the help desk that you want to use everyday.
SDP Insider is not just another Forums
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Think of SDP Insider as a direct channel to the product management team and developer team. We'll discuss what's we are developing, feel free to share you problems and how you want the solution to be. Please DO NOT discuss support questions, trouble shooting or release dates :-)
SDP Insider is not custom project
----------------------------------------
Please understand that though we might go through all your problems. What finally gets into the product must be an acceptable global solution. we'll have the final VETO :-)
For those who registered already you username and password must have reached you already. Log on, have Fun
It is OK to read this post even if you have purchased ServiceDesk Plus already. It will give you a lot of re-assurance.
If you are just getting started with evaluation of help desk software the following might come in handy.
[What you must look out for in a help desk software - Jason Powell ]
please add http://www.servicedeskplus.com to the list
[The helpdesk software check list ]
If you are seriously evaluating all the help desk software out there and if last two contenders on your list of help desk software are ServiceDesk Plus and Track-IT. The last thing you should do is listen to my advice :-)....for that matter any advice from Track-IT employee. Yes. I work for ServiceDesk Plus and I will tell ServiceDesk Plus is the best. honestly :-)
The best people to get advice from would be IT managers, Help desk administrators and technicians who have been in your exact point you are standing and have taken a decision.
They can give an independent unbiased opinion because they don't care if it is ServiceDesk Plus or Track-IT. They care If
the help desk software is complete with all the features
Support is responsive and has quick turn around time to solve problems
License and maintenance cost is economical
It is intuitive and easy to use
-------------------------------Here is what they feel-----------------------------
Disclaimer: These are independent opinions and remarks expressed by users. AdventNet does not influence any remarks and is Not in anyway accountable for individual opinions. In simple words "It was what they feel, don't ask me if you find anything bad. I'm just giving you pointers".
| Quote: |
| If you've been following this blog you know that last December we finally gave up searching for the ultimate helpdesk solution and went with Track-IT. And you may recall my frustration at it's lack of email thread capture which we've determined is a must have.So we've been keeping our eyes and ears peeled for a good replacement for Track-IT ... tonight I think we may have found it!- ManageEngine Service Desk Plus............Cost for the full blown is based on # of techs ... $495/yr for 2 techs ... $995/yr for 5 techs ... etc. For comparison based on 5 techs, we could get about 5 years of ServiceDeskPlus for 1year of Track-IT . ......
......We'll get the trial installed and put it through it's paces ... I'm optimistic given what I've seen so far that this will be our new helpdesk solution .. |
More Track-IT users
------------------------
We have recently switched from TI6 to SD and are more than happy with the product.
| Quote: |
| The last version of TI we used was 6 and that was enough, expensive, problems and the STD version was very inefficient and slow.SD is growing and developing, there are a few things that we would like added and the team have responded on these. Reporting is lacking, I understand that this is under review, however we use Business Objects for reporting now which gives us all the flexibility we need. |
| Quote: |
| Tested product and seems to work great. Still setting up the help desk process, but as for getting asset information on desktops & servers, it works exactly as advertised. No client intstalls, no agents. As long as WMI is in working order, you get an accurate software inventory. Compared to Track-IT's bungling of inventory management, it's hands down the winner.That is the only sw, I can compare it to because I've used track-it for about 2years. |
---------------------------------------------End of User Views--------------------
We had to build an automated data migration tool to move Track-It users' data to ServiceDesk Plus ............ so now you know how many of them are migrating :-)
