Service Desk Software Features

MSP Business Dashboard

Gain quick access to all key business and service desk metrics, such as revenue generated, last 12 billing cycles, customer satisfaction, and billable and non-billable hours without the hassle of writing complex queries or creating new dashboards.

Change Management

With the Change Management in ServiceDesk Plus MSP implement changes in a controlled and structured environment which reduce the impact in systematic approach. This change management process goes through a complete approval cycle depending on the type of change.

Automated Billing

Billing feature in ServiceDesk Plus MSP lets you to enable the managed services business model through accurate billing for multiple accounts, so you no longer need to juggle with multiple tools and manually track and bill for services rendered.

IT Project Management

ServiceDesk Plus MSP is a perfectly integrated solution that combines IT Help Desk with Project Management and allows you to structure your projects, teams and workflows irrespective of the size of the projects!

Agent based scan

Deploy agents on your assets and have them scan asset information. Agents can scan for changes in assets at periodic intervals and push changes to ServiceDesk Plus MSP. Agents also allow you to make remote desktop connections instantly.

Technician Auto Assign

Reduce the burden on your helpdesk coordinator and assign incoming tickets automatically. The auto-assign functionality automatically assigns tickets to technicians based on their availability and access to tickets.

Service Catalog

Showcase the IT services offered to users from your different accounts. Service Catalog improves the operational efficiency of your helpdesk technicians by managing the service delivery process from approval to fulfilment.

Account Management

Provide services for multiple clients and accounts using a single application enabling users to access their specific accounts. Configure Account Specific Automations, Service Level Agreements, Knowledge base, Assets, Reports and much more.

Asset Management

Manage and control each of your clients’ IT and Non-IT assets remotely and transparently with the Asset Management Module specifically designed for Managed Service Providers.

Incident Management

An Incident is any event which causes, or may cause, an interruption or a reduction of the quality of the service offered.The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user.

Problem Management

problem management in ServiceDesk Plus MSP helps to reduce adverse impacts caused by incidents and avoids the recurrence of problems related to these incidents. This primary focus on problem management is root cause analysis and elimination. The tool also helps in managing multiple incidents revolving around a single problem easily.

CMDB

It's no secret that an easy to use and a solid configuration management database is a must to track and manage the entire IT assets through their lifecycle. Which is why many enterprises are now increasingly implementing a CMDB.

Service Level Agreement

Meet your customers' expectations and achieve higher levels of customer satisfaction by providing quality and timely services using Service Level Agreements.

Integrated Remote Control

Avoid round trips to the desktop physically for diagnosing and resolving issues. Use the Remote Desktop Control Solution and gain access to the computers easily.

Reports

Get the visibility and control over your customers' accounts using a wide range of reporting options - more than 100 Canned Reports, flexible Custom Reports, easy-to-view Flash Reports and so on.

Rebrand - Personalize your Account

Transform the Labels and Logos for each account and provide a personalized/professional look and feel.

Purchase & Contract Management

Know what is being purchased for each account along with the expenses and relate them directly to CMDB using our feature-rich Purchase and Contract Management Module. Set notifications to be alerted about the contract expiry.

Mobile app for iPhone

Carry your help desk around and always stay on top of your IT services with the SDP MSP mobile apps for iPhone.

Integrations

Take advantage of powerful integrations with native and third party apps for 360 IT management of your clients. Improve your help desk's efficiency by managing the entire client IT infrastructure in a single console.

Time Sheet

Get an accurate, detailed log of the overall time spent by technicians on different activities. Time Sheet capabilities can be further extended to payroll and resource management.

Field service management

Easily track your field staff with the help of Google/Zoho Maps right from your service desk. Provide quicker on-site services, say goodbye to the woes of managing technician availability, and prevent unnecessary or cancelled trips to the field.

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Documentation

Here you can find product documentation, brochures and guides. If you have any questions please feel free to contact us and one of our specialists will address your inquiry as soon as possible.

• Fact Sheet -  PDF

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System Requirements

Mentioned below are the minimum requirements to run ServiceDesk Plus MSP. You may require more RAM space and high-end processors depending upon the support load, simultaneous access load, and other applications' load installed on the same server.

Inbound Requests Per Day	Hard Disk Type	RAM	Processor	OS
10x - Less than 100	500GB SDD	16GB	1.7GHz to 2.4GHz 10MB to 12MB Cache 4 cores to 8 cores or Any entry-level server grade processor E.g Intel Xeon Scalable - Silver Intel Xeon E Family	Windows Server OS (2012-2016)  Linux RHEL 8 or above Ubuntu 14.0 or above
100x - Upto 1000	2TB - SDD	16GB/32GB*	2.4GHz to 3.0GHz 12MB to 20MB Cache 6 cores to 8 cores or equivalent technology E.g Intel Xeon E Family
1000x- More than 1000	2TB#/3TB* - SDD	16GB/32GB*	3.0GHz to 4.5GHz 12MB to 30 MB Cache 10 cores to 20 cores or equivalent technology E.g Intel Xeon Scalable Platinum

* - PostgreSQL bundled is configured as a database

# - More size required if request description/conversations and attachments, etc. are prone to be more, in given business usage.

Supported Browsers

• Internet Explorer: IE 11, IE Edge

• Firefox

• Google Chrome

   

MSSQL

If your ServiceDesk Plus MSP runs on an MSSQL setup, then make sure to host the database server in a separate machine under the same network as the application server. The DB server machine configuration solely depends on no. of databases configured and usage. Please consult with your DBA or Microsoft MSSQL support for system requirements. 

Supported MSSQL Versions: 2008, 2012, 2014, 2016, 2017, and 2019.

PostgreSQL

Since PostgreSQL 9.2 requires users to modify kernel resources to allot required resources for Postgres server,

i. Add the the below mentioned entry in /etc/sysctl.conf

kernel.shmmax=536870912 

kernel.shmall=131072 

ii. Execute sudo sysctl -p /etc/sysctl.conf to reload the configured change.

Note: This is only applicable for Linux OS installations that use bundled Postgres.

How to enable read committed snapshot isolation (RCSI)

All MSSQL databases usually have lock issues, which may affect an application’s optimal performance. To avoid such performance issues in ServiceDesk Plus, enable the read committed snapshot isolation (RCSI) by following these steps:

NOTE: This might take a while to complete and also requires downtime, so please schedule it over a weekend. 

• Stop ServiceDesk Plus application.
• Log in to SQL Management studio.
• Take the ServiceDesk Plus database offline by executing 

  USE master GO ALTER DATABASE <db_name> SET OFFLINE WITH ROLLBACK IMMEDIATE

  GO

• Enable the read committed snapshot by running 

  ALTER DATABASE <db_name> SET READ_COMMITTED_SNAPSHOT ON WITH ROLLBACK IMMEDIATE

  GO

• Bring the database online using 

  USE master GO ALTER DATABASE <db_name> SET ONLINE

  GO

• Check if you have enabled RCSI successfully by running the following query 
  
  SELECT is_read_committed_snapshot_on FROM sys.databases WHERE [name] = '<db_name>' 

If the output to this query is 1, you've successfully enabled RCSI.

You can now start the application. For more information on MSSQL databases and RSCI, go here.

Benefits of enabling the MS SQL Snapshot Mode

Simultaneous user-querying of the database will be possible without any delay or disruption (although load on the application might exceed the usual limits).

User querying records will be maintained in a separate tempdb, which will not be affected by other user queries occurring in parallel or subsequently.

Database tables will be updated only after a transaction reaches completion.

Pricing

* Annual Maintenance & Support Fee

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Videos

Service desk for managed service providers - ITSM & ITAM solution

Service desk for managed service providers - ITSM & ITAM solution

Introducing ServiceDesk Plus MSP 10.5: The all-in-one MSP Business Software

Gain insights with a quick snapshot of key business and service desk metrics such as profits, billable and non-billable hours, top ten technicians, customer satisfaction, and asset utilization right out of the box, and view all these metrics in one place. Get an accurate log of the overall time spent by technicians across different activities in a consolidated form. Pin the locations of clients across the globe on the map view, and track the current location of on-site technicians to effectively plan and schedule jobs.

UK MSP Wanstor delivers excellent service with ManageEngine

Wanstor is one of the UK's premium IT service providers, and a proud ManageEngine customer for the past 10 years. Peter Lukes (Managing Director) and Manmit Rai (Operations Director) share how ManageEngine's service management suite has helped Wanstor overcome its IT service challenges and deliver quality services to customers at a lower cost.

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