ServiceDesk Plus Overview
What is It?
Web-based help desk software that helps you manage all your communications from a single point. It offers an integrated Request management (Trouble Ticketing system for customer support), Asset management, Purchase order management, Contract Management, Self-Service Portal, and Knowledge Base. ServiceDesk Plus packs all the modules at an affordable price.
Help desk management gives you everything to manage your help desk requests effectively. It includes self-service portal, knowledge base, auto routing of requests, notifications, email integration, LDAP, AD integration, API integration, user survey, flash reports, multi-site support and help desk reporting.
ServiceDesk Plus comes in three editions and is available in 29 different languages. Over 100,000 organizations, across 185 countries, trust it to optimize IT service desk performance and achieve high end user satisfaction.
This ITIL-ready help desk software provides you with:
- Incident Management
- Problem Management
- Change Management
- Service Catalog
- CMDB
- IT Project Management
- Reports
- Integrations
- Asset Management
Available in 3 Editions
- Self-Service Portal
- Knowledge Base
- Multi-site Support
- SLA Management
- Help Desk Reports
- IT Project Management (Add-On)
- Change Management (Add-On)
- Fail Over Service (Add-On)
-
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- Help Desk Management
- Agent based Asset Scanning
- Software Asset Management
- Asset Inventory Reports
- Purchase & Contracts Management
- IT Project Management (Add-On)
- System Tools (Add-On)
- Change Management (Add-On)
- Fail Over Service (Add-On)
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- Incident Management
- Asset Management
- Problem Management
- Service Catalog
- Change Management
- CMDBIT Project Management
- System Tools (Add-On)
- Fail Over Service (Add-On)
-
Implement an ITIL-recommended service management process with ServiceDesk Plus' ITIL-ready framework
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Gain Control of Your IT Help Desk with Advanced Incident Management
- Organized incident categorization with 3-tier architecture
- Automatic assignment of tickets to the appropriate support groups and technicians
- Dynamic prioritization of incidents based on impact and urgency
- Automatic escalation of incidents if SLA is violated
- Auto-trigger user satisfaction survey for better clarity on service delivery
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Service Desk Software Features
Incident Management
Restore normal service of operation quickly with the comprehensive incident management in the service desk software. Report incidents easily, configure SLA, setup automation & workflows for each category of Incidents and minimize business impact.
Problem Management
With problem management, eliminate the root cause effectively and put an end for firefighting of repetitive incidents. It includes managing multiple incidents and workflow automations.
Asset Management
CMDB
Managing your assets will become harder as you scale up your business resources. Now, the problem of your business impact will not go unannounced. ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure, by demanding in-depth visibility of your assets present in the environment.
Change Management
Through the change management module, provide structured and prompt handling of all changes in your IT infrastructure. It is bundled with categorizing changes, configuring CAB and workflow automation.
Project Management
With Project Management integrated with Service Desk Plus, managing projects is simpler for IT Admins. It's an amazing way to collaborate with various teams and experts. Irrespective of the size of the project, you can easily track and manage any project with ease.
Self-Service Portal
End users can log in to a web based portal to submit service requests & Incidents. He can also access their existing tickets, find solutions in the Knowledge Base, and track the status of all their requests which will reduce the load of the help desk.
Service Catalog
Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.
Knowledge Base
Flexible knowledge base with option to add unlimited KB articles and allows users to easily search the information. It is bundled with fully loaded features like customizable KB for end users & technicians, approval process for article submission.
Service Level Agreements
Create SLA and provide quality services in time, to your end users. With the intuitive SLA management, escalate proactively to four levels of hierarchy and make sure your SLAs are met.
Purchase & Contract Management
Manage your purchases right from the birth of the PO till the asset expiry with a structured approval and delivery process. Identify the areas to reduce spending and eliminate redundancies. Manage Contracts with different vendors seamlessly and keep track of the expiry dates with automatic alert notifications for renewals.
150+ Canned Reports
Generate detailed reports about your Help desk performance & metrics. With the variety of reporting functionalities, analyze your help desk and take control over your assets & tickets.
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Enterprise Service Management
Create and deploy unique service desk instances in less than 60 seconds.
ServiceDesk Plus now brings you enterprise service management (ESM), which extends the best practices of IT service management (ITSM) to other business functions, such as Human Resources, Admin, Finance, and Facilities.
With ESM, you can now:
- Create a service desk instance for each business function within your organization.
- Implement specific, customized service management workflows for each instance.
- Use pre-built templates and catalog, custom made for each business function.
- Create a centralized ESM portal and provide employees role-based access to specific or all service desk instances.
What is enterprise service management?
"Extending IT service management capabilities beyond technology services to address business-centric use cases; managing service demand and supply through a common platform, portal, and service catalog; and speeding up innovation and workflow automation through PaaS/low-code development tooling." - Charles Betz, Forrester
Why do organizations need enterprise service management?
To better contribute to business, employees need various services from IT, HR, Facilities, Legal, Travel, and other departments. Being the forerunner of technology in businesses, IT teams have streamlined their service delivery based on proven ITSM best practices like ITIL, and implemented service desk tools to manage their processes. However, most other departments still handle their requests through email, and maintain them on a spreadsheet or through siloed legacy apps. Add in the lack of established processes and best practices, and delivering services efficiently becomes a challenge.
Digital transformation has revolutionized the customer experience across verticals. It's important that businesses extend the same level of consumer-focused service delivery to their internal audience as well; one way to do this is ensure a consistent, seamless service delivery experience across business functions.
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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.
- Brochure - PDF
- Top 10 Reasons - PDF
- For Microsoft Office 365 - PDF
- Enterprise Service Desk Management - PDF
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System Requirements
Minimum System requirements are below. The hard disk space grows overtime based on the stored data. More RAM space and high end processors are required depending on the Support Load and simultaneous access load.
Hardware
The following table list the hardware installation according to the number of Technician Logins.
| Technician Logins |
No. of Nodes |
Processor Type |
Processor Speed |
RAM |
Free Hard Disk |
| 5-20 |
50-200 |
Intel Core Duo |
1.7 GHz |
1GB |
20GB |
| 20-50 |
200-500 |
3.4 GHz |
2GB |
40GB |
| 50-100 |
500-2000 |
2*3.4 GHz |
4GB |
40GB |
| 100-200 |
1000-5000 |
4*3.4 GHz |
4GB |
80GB |
Operating System
Windows
- Windows server 2012
- Windows 2000 + SP4
- Windows 2000 / 2003 Server
- Windows XP Professional
- Windows 2008 Server
- Windows 7
- Windows 10
Linux
- Red Hat Linux 7.2 and above
- Linux Debian 3.0
Supported Database
- MySQL 4.1.18
- MySQL 5.1.50
- MS SQL 2000, MS SQL 2005, MS SQL 2008, MS SQL 2012
- PostgreSQL
Supported Browsers
- Internet Explorer: IE 9, IE 10 & IE 11
- Firefox: v3.6 and upwards
- Google Chrome
Pricing
Products
License Fee
AMS*
US$1,195
Included
US$2,395
Included
US$2,995
Included
US$4,795
Included
US$8,395
Included
US$11,995
Included
US$1,195
Included
US$2,395
Included
US$2,395
Included
US$1,195
Included
Products
License Fee
AMS*
US$495
Included
US$1,195
Included
US$2,295
Included
US$4,545
Included
US$10,795
Included
US$19,195
Included
US$23,995
Included
US$345
Included
US$845
Included
US$1,545
Included
US$2,345
Included
US$4,195
Included
US$8,395
Included
US$11,995
Included
Products
License Fee
AMS*
US$2,395
Included
US$1,195
Included
US$1,195
Included
US$1,195
Included
US$1,195
Included
US$2,395
Included
Products
License Fee
AMS*
US$1,195
Included
US$2,995
Included
US$5,995
Included
US$10,795
Included
US$21,595
Included
US$29,995
Included
US$35,995
Included
US$345
Included
US$845
Included
US$1,545
Included
US$2,345
Included
US$4,195
Included
US$8,395
Included
US$11,995
Included
US$2,395
Included
Products
License Fee
AMS*
US$95
Included
US$195
Included
US$295
Included
US$595
Included
US$995
Included
US$1,495
Included
US$1,695
Included
US$2,945
Included
US$3,895
Included
US$5,595
Included
US$9,245
Included
US$95
Included
US$175
Included
US$345
Included
US$545
Included
US$995
Included
US$1,655
Included
Products
License Fee
AMS*
US$264
Included
US$540
Included
US$1,344
Included
US$5,340
Included
Products
License Fee
AMS*
US$995
Included
US$695
Included
US$1,105
Included
US$2,105
Included
US$3,995
Included
US$9,095
Included
US$495
Included
US$895
Included
US$1,975
Included
US$3,445
Included
US$5,995
Included
US$595
Included
Products
License Fee
AMS*
US$200
Included
US$500
Included
US$1,000
Included
US$5,000
Included
US$10,000
Included
US$20,000
Included
US$1,195
Included
US$2,745
Included
US$4,795
Included
US$10,195
Included
* Annual Maintenance & Support Fee
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Videos
A Simple Overview of ITIL for those who don't have the time. Get to know about the ITIL Best Practices, the different processes and how to implement it for your organisation. This short video is presented by ManagEngine.
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|
Know the list of new features and their benefits in our latest release 8. ServiceDesk Plus integrates your help desk requests and assets to help you manage your IT effectively. It helps you implement ITIL best practices and troubleshoot IT service requests faster.
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|
ITIL service catalog from ManageEngine ServiceDesk Plus, a comprehensive help desk software which showcase the IT services offered to your end users and give a new face to your IT.
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|
ITIL's IT Service Support Module offers best practices to make sure IT Services to be highly available. ManageEngine ServiceDesk Plus Enterprise Edition implements IT Service Support modules.
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|
Implement an ITIL-recommended service management process with ServiceDesk Plus' ITIL-ready framework
Get a Quote or Download Free Trial