About ManageEngine ServiceDesk Plus

ServiceDesk Plus Plus by ManageEngine is an IT service desk software designed to execute vital IT tasks such as incident management, project management, problem management, and change management. This solution helps IT management simple, reliable and scalable. Apart from being ITIL ready, Service Desk Plus helps in business automation and asset management. Take advantage of in-built knowledge base to resolve repeat incidents, create SLAs, and auto-assign tickets based on technician availability. In addition, users can discover, track, and manage IT hardware along with IT asset inventory with this software. 

Specification

Deployment

  • Web

    web-based

  • Perpetual

    Perpetual

Operating system

  • linux

    Linux

  • W

    Windows

Best suitable for

Size :

1-10

11-15

16-200

201-500

501-1000

1001-5000

5000+

Organization type :

SMEs

Mid Market

Enterprise

Govt

PSUs

Startups

Agencies

Industries :

  • ITES

About Zoho Corporation Pvt. Ltd.

Zoho is a renowned company creating beautiful software to address business automation needs. Over the past decade of its journey, the Zoho suite has emerged to be a leader in software solutions. In an industry where technology changes at a relentless and dizzying pace, Zoho values persistence and endurance as highly as adaptability. With Zoho software solutions, customers get the enduring commitment to keep improving the experience and relentless devotion to customer satisfaction. 
view more products by Zoho Corporation Pvt. Ltd.

Client References

1st Scotsale

1st Scotsale

Gates By Valet

Gates By Valet

The Cookies Department

The Cookies Department

Spine 66 Studio

Spine 66 Studio

Thomas

Thomas

Features

Reduce outages, improve agent productivity, meet SLAs, and manage the complete life cycle of IT tickets. Automate ticket workflows to let your IT technicians focus on other important tasks.

Showcase your available IT services to end users and give a new face to your IT. Create and publish your service catalog with custom service-level agreements (SLAs) and multi-stage approvals.

Create projects, manage resources, and track progress. Integrate IT projects with requests and changes to fine-tune overall IT service delivery.

Alert IT technicians when tickets are created or assigned and keep your end users informed every step of the way with email and SMS notifications. Create templates for email notifications to reduce manual efforts.

Empower end users to solve repeat incidents with a knowledge base to deflect tickets from your IT help desk. Narrow your search using keywords and topics.

Take your IT help desk wherever you go with ServiceDesk Plus' iOS and Android apps. Increase your technicians' responsiveness and efficiency by allowing them to manage IT tickets anywhere.
  • Discover and maintain your IT asset inventory with efficient auto-discovery. You can discover IT assets from Windows, Linux, Mac, AIX, and Solaris, as well as printers, routers, switches, and more.
  • Discover, track, and manage IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.
  • Access systems from the remote network, regardless of location. The agent also helps you connect remotely to take control of a screen in seconds.
  • Get the IT asset tracking capabilities you need to gain visibility, compliance, and control of your IT assets in a single solution. Stay up to date on asset usage to eliminate errors and optimize software spending.
  • Manage all aspects of your software assets including purchasing, deployment, maintenance, utilization, and disposal. Identify and eliminate unused software to reduce IT costs.
  • Identify and eliminate unused licenses, plan future software purchases, and ensure software compliance. Reduce the costs and risks associated with over and under-purchased licenses. 
Get the IT asset tracking capabilities you need to gain visibility, compliance, and control of your IT assets in a single solution. Stay up to date on asset usage to eliminate errors and optimize software spending.

Automate your supplier interactions and IT purchases with full traceability and visibility, maintain master records for various vendors, track purchases from ordering to receipt and invoicing, reduce delays, and cut unnecessary spending.

Integrate system tools with ServiceDesk Plus to manage and troubleshoot systems effectively. Now you can easily monitor, analyze, and manage any number of systems and even perform planned maintenance.

Streamline planning, approval, and implementation with automated workflows. Eliminate unauthorized and failed changes.

Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision making.

Take your IT help desk wherever you go with ServiceDesk Plus' iOS and Android apps. Increase your technicians' responsiveness and efficiency by allowing them to manage IT tickets anywhere.

Facilitate easy request creation, keep end users informed on ticket progress and approvals with automated notifications, and make company-wide announcements of outages.

Create SLAs to provide quality services on time to your end users. With ServiceDesk Plus' intuitive SLA management, proactively escalate to four levels of hierarchy to ensure SLAs are met.

Auto-assign tickets based on technician availability with technician auto-assign. Use either the round robin or load balancing method to cover every ticket.

Configure business rules to organize incoming requests (via web form and email) and deliver them to groups, assign their status, and more to simplify your incident workflow.

  • Alert IT, technicians, when tickets are created or assigned and keep your end users informed every step of the way with email and SMS notifications. Create templates for email notifications to reduce manual efforts.

  • Generate more than 150 built-in, custom, query, and flash reports pertaining to various IT help desk modules including requests, problems, changes, assets, surveys, contracts, and purchases.

Help desk technicians can initiate chat sessions with end users to bridge the communication gap that arises while troubleshooting a problem

Plans and Pricing

On Premise

Standard

PRICE ON REQUEST

  • IT help desk software
  • The perfect starter kit to get your ticketing right.
  • Incident management
  • Self-service portal
  • Knowledge base
  • Multi-site support
  • SLA management
  • Help desk reports

Professional

PRICE ON REQUEST

  • Help desk + asset management
  • The right package for integrated IT Asset management.
  • Help desk management
  • IT asset discovery
  • Software asset management
  • Asset inventory reports
  • Purchase &
  • contracts management

Enterprise

PRICE ON REQUEST

  • Help desk + ITIL® + asset + project
  • The complete ITIL® ready ITSM suite with all features that an IT service desk needs.
  • Incident management
  • Problem management
  • Change management
  • IT project management
  • Service catalog
  • Asset management
  • CMDB (Available only on premises)

Web-based

Standard

PRICE ON REQUEST

  • Incident management
  • Self-service portal
  • Knowledge base
  • Multi-site support
  • SLA management
  • Help desk reports

Professional

PRICE ON REQUEST

  • Help desk management
  • IT asset discovery
  • Software asset management
  • Asset inventory reports
  • Purchase & contracts management

Enterprise

PRICE ON REQUEST

  • Incident management
  • Problem management
  • Change management
  • IT project management
  • Service catalog
  • Asset management

Videos

ServiceDesk Plus is a game-changing IT help desk software which is used by more than 100,000 service desks across 185 countries. This video series will help you get the most out of ServiceDesk Plus.

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FAQs

Below are some frequently asked questions for ManageEngine ServiceDesk Plus

Q. I would like to delete the default administrator account as it takes up a license? How do I go about it?

You can remove "Administrator" account from the application by following the instructions below. Login as a technician who has full administrative privileges on all modules of ServiceDesk Plus (i.e. associated to SD-Admin role). Go to Admin -> Technicians. You can either delete the Administrator account or you can click on the Administrator and remove the login on selecting Yes. Since ServiceDesk Plus license is calculated based on number of technician login this will help you save a license for a technician in your organization.


Q. I'm using the latest version of ServiceDesk Plus and I'm unable to find the select languages option in Personalize link. Do I require a separate license to avail this feature ?

Customers with Multi Language license will have the option to select language in the Personalize link. You can select the License link in the application to check if Multi Language license is applied. Please contact our Sales Team (sales@manageengine.com) if you require Multi Language license.


Q. While creating a new announcement, a technician chooses future date to display the announcement, then what will happen to the announcement ?

The Announcement will not get listed under Announcements in the Home page, instead it will be listed under All Announcements.


Q. When do we go for a Parent and Child Contract?

When organization purchases a contract from Dell for all the Laptops, along with it there come another contract for accessories, then the primary contract will be for Dell and the Child Contract will be for accessories. When the Parent Contract expires, the Child Contract will also get Expired. Child Contract?s expiry date cannot be over the Parent Contract Expiry Date.


Q. Can a reminder notification be sent to a Vendor or a Contractor who is not part of the organization?

The notification part of a Contract involves Technicians, also multiple email addresses can be provided which can be either a Requesters email address or any user who are not a part of the application.


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