ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus Features

• Incident Management

  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.

• Project management

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

• Knowledge Base

  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.

• Asset management

  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. 

• Purchase Order Module

  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.

• Change Management

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

• Mobile Support

  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.

• Service Management

  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.

• Business Rules Management

  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.

• Procurement

• Product Catalogue

  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.

• Alert

  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.

• Mobile Support

  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.

• Tracking

  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.

• System Tools

  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.

• CMDB

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

• Self Service Portal

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

• Ticket / Issue Tracking

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

• Help Desk Management

  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.

• Live Chat

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