Customers Using ServiceDesk Plus

Say goodbye to IT headaches and hello to seamless operations with ManageEngine ServiceDesk Plus.

Get better visibility, smarter automation, and streamlined workflows in one powerful IT help desk solution.

As an IT professional, you know the frustration of managing and resolving IT issues in a timely manner. Outdated IT workflows, lack of visibility, and difficulty tracking assets and managing licenses can lead to manual and repetitive tasks, missed SLAs, and unhappy customers.

ManageEngine ServiceDesk Plus is the game changer you've been looking for. It's the powerful IT help desk solution trusted by well-known organizations like Dell, Disney, and Siemens. ServiceDesk Plus provides best practice ITSM workflows, smart automation, and extensive reporting capabilities. With ServiceDesk Plus, you'll have complete control over IT operations and customer service delivery.

ServiceDesk Plus Dashboard
ServiceDesk Screenshot

ManageEngine ServiceDesk Plus is a web based, easy to use Help Desk and Asset Management software whose features include software license tracking, contract management, purchase management & knowledge management functionalities.

Features and benefits:

  • Incident Management: Reduce outages, improve agent productivity, meet SLAs, and manage the complete lifecycle of your IT tickets.
  • Problem Management: Classify, analyze, and take problems to closure. Analyze the root cause and reduce repeat incidents in your IT.
  • Change Management: Streamline planning, approval, and implementation with automated workflows. Ensure that there are no more unauthorized or failed changes.
  • Service Catalog: Create and publish your service catalog with custom SLAs and multi-stage approvals. Ensure better end-user satisfaction and better visibility for IT.
  • 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.
  • IT Project Management: Create projects, manage resources, and track progress. Integrate IT projects with requests and changes to fine-tune overall IT service delivery.
  • R eports: Use canned and custom reports to gain the right insights. Monitor the health of your IT help desk performance using real-time and customizable dashboards.
  • Integrations: Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and active directory. Get 360-degree visibility of your IT!
  • Asset Management: Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.
  • 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 Level Agreement: Create SLA and provide quality services in time, to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy and make sure your SLAs are met.
  • Knowledge Base: ServiceDesk plus has 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 & more.
  • Remote Control: Technicians can now access any computer from anywhere in your network quickly and securely with just a web browser & remote control feature in ServiceDesk plus.
  • Mobile Help Desk: Technicians can now access their tickets from anywhere, anytime using their mobile devices. It is an easy to use browser based application specifically built for mobiles catering the needs of ServiceDesk on-the-go.
  • Help Desk 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.

Use cases: ManageEngine ServiceDesk Plus is the perfect solution for Canadian IT Managers, IT Directors, CIOs, and CTOs who are looking to:

  • Improve IT service delivery and customer satisfaction
  • Streamline IT processes and reduce manual tasks
  • Gain better visibility and control over IT operations
  • Provide flexible and customizable IT help desk software

Who this is for:

  • IT Managers, IT Directors, CIOs, and CTOs in Canada who are struggling with managing and resolving IT issues in a timely manner.
  • Those looking for a reliable and trusted IT help desk software that can be customized and tailored to meet their specific needs.

3 steps the client needs to take:

Say goodbye to IT headaches and hello to seamless operations with ManageEngine ServiceDesk Plus. Sign up for a free 30-day trial today and experience the power of best practice ITSM workflows, smart automation, and extensive reporting capabilities. Request a demo or a quote to get started.

Get a Free Trial and see how ServiceDesk Plus can help!

Service Desk Software Features

Incident Management

Utilize the service desk software's thorough incident management to quickly restore regular service of operation. Simple incident reporting, setting up automation and workflows for each category of problems, configuring SLAs, and reducing business impact.

Problem Management

Put an end to the needless firefighting of recurring occurrences by properly eradicating the fundamental cause using problem management. It contains process automations for managing several problems.

Asset Management

CMDB
As your business grows, it will be more difficult to manage your assets. The impact of the problem on your business will no longer go unnoticed. ServiceDesk Plus CMDB demands complete visibility of all the assets that are present in the environment to guarantee simple management of your entire IT infrastructure.

Change Management
By using the change management module, handle every change in a systematic and timely manner.

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 customers can submit service requests and incidents by logging into a web-based portal. Additionally, they can view their open tickets, look up answers in the Knowledge Base, and monitor the progress of all of their requests, which will lighten the pressure on 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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Your Role

John, IT Manager

John, IT Manager

Meet John, a busy IT Manager who oversees the IT operations of a mid-sized organization. John struggles to keep up with the constant flow of IT issues and needs a solution that can help him manage his workload more efficiently. He needs software that can help him streamline his workflows, improve response times, and provide better visibility into IT operations.

John needs a solution that can help him:

  • Prioritize IT issues based on their level of severity
  • Automate routine IT tasks, such as password resets and software installations
  • Track the progress of IT issues and provide status updates to stakeholders
  • Monitor the performance of the IT help desk team and identify areas for improvement
  • Provide better visibility into IT operations and report on key metrics, such as ticket volume, response times, and SLA compliance
Mark, Medium Sized Business Owner

Mark, Business Owner

Meet Mark, a medium-sized business owner who runs a growing e-commerce store. Mark knows that providing excellent customer service is critical to his business's success, and he needs a solution that can help him manage IT issues and maintain uptime. He needs a solution that is easy to use, scalable, and provides powerful IT help desk features that can help him resolve issues quickly and efficiently. Mark also needs a solution that can help him track IT assets and manage licenses to ensure that his IT infrastructure is up-to-date and secure.

Mark needs a solution that can help him:

  • Manage customer inquiries and complaints related to IT issues
  • Track IT assets and ensure that software licenses are up-to-date and compliant
  • Monitor the performance of his IT infrastructure and identify potential issues before they become problems
  • Automate routine IT tasks, such as backups and software updates
  • Track the progress of IT issues and provide regular updates to stakeholders
Michael, Enterprise IT Director

Michael, Enterprise IT Director

Meet Michael, an IT Director for a large enterprise. Michael needs a scalable and customizable solution that can handle complex IT workflows and provide extensive reporting capabilities. He manages a team of IT professionals and needs a solution that can help him manage their workload and ensure that IT operations are running smoothly.

Michael needs a solution that can help him:

  • Manage complex IT workflows, such as change management and problem resolution
  • Customize workflows and forms to meet the unique needs of his organization
  • Track the performance of his IT team and identify areas for improvement
  • Report on key metrics, such as SLA compliance, ticket volume, and response times
  • Monitor the performance of his IT infrastructure and identify potential issues before they become problems
Maria, Non-Profit IT Administrator

Maria, IT Administrator

Say hello to Maria, an IT Administrator for a non-profit organization. Maria needs a cost-effective solution that can help her manage IT issues and assets while staying within her budget. She needs a solution that is easy to use and can help her resolve issues quickly and efficiently.

Maria needs a solution that can help her:

  • Manage IT issues and assets while staying within her organization's budget
  • Prioritize IT issues based on their level of urgency and impact
  • Automate routine IT tasks, such as software installations and upgrades
  • Track the progress of IT issues and provide regular updates to stakeholders
  • Manage customer inquiries and complaints related to IT issues
Sarah, IT Pro in Education Sector

Sarah, IT Professional

Meet Sarah, an IT Professional in the education sector. Sarah needs a solution that can help her manage IT issues and assets for a large and diverse user base, including students, faculty, and staff. She needs a solution that is customizable and easy to use, and that can help her meet the unique needs of the education sector.

Sarah needs a solution that can help her:

  • Manage IT issues and assets for a large and diverse user base, including students, faculty, and staff
  • Customize workflows and forms to meet the unique needs of the education sector
  • Automate routine IT tasks, such as software installations and updates
  • Provide better visibility into IT operations and report on key metrics, such as ticket volume and response times
  • Track the progress of IT issues and provide regular updates to stakeholders

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FAQs

Q: What is ServiceDesk Plus?
A: ServiceDesk Plus is a powerful IT help desk software that provides end-to-end ticket management, automation, and asset management capabilities for efficient IT service delivery.

Q: What are the key features of ServiceDesk Plus?
A: ServiceDesk Plus offers features such as incident management, problem management, change management, service catalog, CMDB, IT project management, reporting, integrations, and asset management, among others.

Q: Is ServiceDesk Plus suitable for my organization's size?
A: Yes, ServiceDesk Plus caters to organizations of all sizes, from small businesses to large enterprises, with flexible plans and scalable options to meet your specific IT service management needs.

Q: Can ServiceDesk Plus be deployed on-premises or in the cloud?
A: Yes, ServiceDesk Plus provides deployment options for both on-premises and cloud environments, giving you the flexibility to choose based on your organization's requirements.

Q: Can I customize ServiceDesk Plus to align with my IT workflows?
A: Absolutely! ServiceDesk Plus offers codeless customizations, allowing you to tailor the software to match your unique IT processes and requirements without the need for coding.

Q: How does ServiceDesk Plus help improve customer satisfaction?
A: ServiceDesk Plus enables better customer satisfaction through features like self-service portals, SLA management, service catalogs, and improved incident and problem resolution times.

Q: Can ServiceDesk Plus integrate with other IT management tools?
A: Absolutely! ServiceDesk Plus offers powerful integrations with various IT management apps, enabling seamless collaboration and 360-degree visibility of your IT ecosystem.

Q: Is there a free trial available for ServiceDesk Plus?
A: Yes, you can sign up for a free 30-day trial of ServiceDesk Plus to experience its features and functionalities firsthand before making a purchase decision.

Q: What kind of support is provided for ServiceDesk Plus?
A: ServiceDesk Plus offers comprehensive support, including online documentation, knowledge base, community forums, and direct customer support to assist you with any queries or issues you may have.

Q: How can I get started with ServiceDesk Plus?
A: Getting started is easy. You can download a 30-day free trial, and once you've installed it, you can follow the guided setup wizard to configure your IT helpdesk software. If you require any assistance, our support team is available to help you every step of the way.

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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

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Compare Editions

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Standard

Starts at $1,195
  • Incident management
  • Customizable ticket templates
  • Visual ticket lifecycle builder
  • No-code ticket handling automation
  • Self-service portal
  • Knowledge base
  • SLA management and escalations
  • Reporting and live dashboards

Enterprise

Starts at: $1,195
  • IT service desk
  • IT asset management
  • Service catalog
  • Problem management
  • Change enablement and release management
  • Change and release workflow builders
  • IT project management
  • CMDB

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