ManageEngine ServiceDesk Plus
ServiceDesk Plus at a glance (for Canadian buyers)
- What it is
- IT service management (ITSM) software from ManageEngine - ticketing, IT asset management, and change, problem and release workflows in one console.
- Editions
- Standard (help desk), Professional (adds IT asset management), Enterprise (full ITIL-aligned ITSM). Cloud or on-premises; same three tiers on both.
- Licensing
- Per named technician on every edition. Professional and Enterprise add per-asset licensing for the ITAM modules. End users submitting tickets are unlimited on every tier.
- Term
- Annual subscription (renewable) or perpetual with annual maintenance. Cloud is subscription-only.
- Canadian pricing
- Listed in USD by ManageEngine; Optrics quotes and invoices in Canadian dollars at the daily RBC rate, with local tax handling and no FX exposure over the term.
- Who to talk to in Canada
- Optrics Engineering (Edmonton, AB) - ManageEngine partner since 2010. Get a Canadian quote or call 1-877-430-6240.
Transform Your IT Service Management
ManageEngine ServiceDesk Plus consolidates ticketing, IT asset management and change control into a single ITIL-aligned platform. It replaces the shared-inbox model with structured workflows, so requests are routed automatically, assets are tied to the incidents that involve them, and problem and change records connect back to the tickets that surfaced them.
What is IT Service Management (ITSM)?
ITSM involves all the activities that are performed by an organization to design, plan, deliver, operate, and control information technology (IT) services. ServiceDesk Plus offers a comprehensive ITSM solution that aligns with your business objectives.
The IT Dilemma: Complexity Breeds Inefficiency
Managing an IT service desk involves various challenges:
Why ITSM is Crucial
In today's fast-paced business landscape, IT departments are the backbone of every organization. Effective ITSM is not just about resolving user issues promptly; it's about aligning IT services with business objectives.
ServiceDesk Plus Dashboards
Why Choose ManageEngine ServiceDesk Plus?
AI-Driven ITSM Capabilities
Enhance your IT service management with intelligent features powered by AI and machine learning:
- Predictive Intelligence: Automatically triage and route tickets to the appropriate technician groups based on content analysis.
- Zia Virtual Support Agent: Provide end-users with instant support through conversational AI, reducing response times and technician workload.
- Generative AI Integration: Utilize advanced AI models like ChatGPT for knowledge discovery, response generation, and summarization of requests.
Enhanced Self-Service Portal
Empower your users with a robust self-service portal featuring:
- Live Chat: Facilitate real-time communication between users and support staff.
- Knowledge Base: Provide access to a comprehensive repository of solutions for common issues.
- Custom Domains: Offer a branded experience with portal URLs tailored to your organization.
- Mobile Accessibility: Ensure support is available on-the-go with native mobile applications for iOS and Android.
Advanced Automation and Workflow Management
Streamline your IT operations with features designed for efficiency:
- Visual Workflow Builder: Design and implement workflows using a drag-and-drop interface.
- Request Life Cycle Management: Define and control the stages of ticket resolution with precision.
- Preventive Maintenance Scheduling: Automate routine maintenance tasks to prevent issues before they arise.
- Data Archiving: Maintain a clean and efficient system by archiving outdated information systematically.
Automate Repetitive Tasks
ServiceDesk Plus intelligently automates routine processes, reducing manual effort and the risk of errors.
Incident Management
Gain control over incident lifecycles, reducing resolution times and ensuring efficient support.
Change Management
Streamline change approvals and implementation, minimizing unauthorized or failed changes.
Asset Management
Discover, track, and optimize your IT assets in one place, ensuring compliance and efficiency.
Service Catalog
Create and publish your service catalog with custom SLAs and approvals, boosting end-user satisfaction.
Real-Time Insights for Informed Decisions
ServiceDesk Plus provides comprehensive reporting and customizable dashboards, offering real-time insights into your IT service performance.
Tailored to Your Needs
ServiceDesk Plus offers flexible deployment options - cloud-based or on-premises - allowing you to choose what suits your IT environment best.
Facilities Service Management
Extend your service management capabilities to include facilities management, ensuring a holistic approach to organizational efficiency.
HR Service Management
Integrate HR processes into your service desk, streamlining employee onboarding, offboarding, and support.
Finance Service Management
Manage financial queries and processes directly from your service desk, ensuring quick resolution and compliance.
Legal Workflow Software
Automate legal workflows and manage legal documents and compliance from a centralized platform.
Awards and Recognitions
Trusted by the Best
Companies like Honda, Disney, and Xerox trust ServiceDesk Plus for their IT service management needs.
Get Started with ServiceDesk Plus
- Free 30-Day Trial: Experience the full range of features that ServiceDesk Plus has to offer.
- One-on-One Demo: Let our experts show you how ServiceDesk Plus can meet your specific needs.
- Questions?: Our team is always here to help you out.
Your IT Service Excellence Awaits
Don't let IT complexity hold you back. Simplify operations, increase productivity, and deliver exceptional IT services with ServiceDesk Plus. Join the ranks of IT leaders who have harnessed the power of ServiceDesk Plus to transform their organizations.
Service Desk Software Features
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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.
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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.
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Change Management
By using the change management module, handle every change in a systematic and timely manner.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
Frequently Asked Questions
What is ManageEngine ServiceDesk Plus?
ServiceDesk Plus is IT service management (ITSM) software from ManageEngine. It combines ticketing, IT asset management, and change, problem and release workflows in a single console, so requests are routed automatically, assets tie back to the incidents that involve them, and problem and change records connect to the tickets that surfaced them.
What is IT Service Management (ITSM)?
ITSM is the practice of designing, delivering and improving the technology services a business relies on. It covers the ticketing that captures issues, the asset data that ties issues back to real infrastructure, and the change and problem workflows that keep repeat incidents from surfacing again. ServiceDesk Plus is one platform for all of it.
What is the difference between Standard, Professional and Enterprise?
Standard is the help desk tier: ticketing, ticket templates, no-code automation, and a self-service portal. Professional adds IT asset management on top - asset discovery, asset lifecycle tracking, software asset management, and asset loans. Enterprise adds the ITIL-aligned workflows: service catalog, problem management, change enablement, release management, and advanced reporting. Every tier is per named technician; Professional and Enterprise add per-asset licensing for the ITAM modules. The Canadian Pricing tab on this page lists the full feature breakdown.
Is ServiceDesk Plus licensed per technician or per user?
Per named technician on every edition. End users submitting tickets are unlimited, so you only pay for the people working the queue. Professional and Enterprise also add per-asset licensing for the IT asset management modules, so a full Professional or Enterprise quote has a technician count and an asset count.
Cloud or on-premises: which should I choose?
Both share the same three editions and the same feature set, so the choice is about operations and licensing rather than capability. Cloud is fully hosted by ManageEngine and is subscription-only, which suits teams that would rather not run the server themselves. On-premises runs on your own Windows or Linux server and is available as an annual subscription or as a perpetual licence with annual maintenance, which suits teams with existing infrastructure standards or a preference for owning the licence long-term. If you are a managed service provider handling multiple client tenants, look at ServiceDesk Plus MSP instead - the licensing model there is multi-tenant.
How does buying ServiceDesk Plus in Canadian dollars work?
ManageEngine lists prices in USD, matching the vendor's global price book. Optrics converts to Canadian dollars at the daily RBC exchange rate at the time of quote, and both the quote and the invoice you receive are in CAD with the applicable Canadian taxes applied. Your total is locked in at purchase, so there is no exchange-rate surprise mid-term, even on multi-year deals. To see what your edition, technician count and term work out to, request a quote.
What is included in a Canadian quote?
Every Optrics quote lists the edition (Standard, Professional or Enterprise), technician count, matching AMS or subscription term, and Canadian tax handling, all totalled on a Canadian invoice with local payment terms. If you are on Professional or Enterprise, the asset count is on the quote too. We also flag any Enterprise modules you may not need so the quote reflects what your team will actually use, not the full menu.
Documentation
Here you can find ServiceDesk Plus 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.
- Servicedesk Plus Brochure 2015 - PDF
- Quick Start Guide Servicedesk Plus - PDF
- Enterprise Service Management - PDF
- Top 10 Reasons for ServiceDesk Plus
- Admin Guide
- Microsoft Integrations
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
ServiceDesk Plus Pricing in Canada
ManageEngine ServiceDesk Plus is licensed in three editions - Standard, Professional, and Enterprise. As Canada's authorized ManageEngine partner since 2010, Optrics quotes each edition in Canadian dollars at the daily RBC exchange rate, delivered on a Canadian invoice with local tax handling. Which edition fits depends on the capabilities your team needs and whether you deploy in the cloud or on your own server.
Standard
- Incident management and ticketing
- Customizable ticket templates
- Visual ticket lifecycle builder
- No-code ticket automation
- Self-service portal for end users
- Licensed per technician
Professional
- Everything in Standard
- Multi-modal asset discovery and import
- Visual asset lifecycle builder
- Software asset management
- Asset loans and reservations
- Licensed per technician plus per asset
Enterprise
- Everything in Professional
- Service catalog
- Problem management
- Change enablement and release management
- Advanced reporting and analytics
- Licensed per technician plus per asset
Licensing notes for Canadian buyers
- Subscription or perpetual: ServiceDesk Plus is available as an annual subscription (renewable) or as a perpetual licence with annual maintenance. Perpetual is more common on the on-premises tier; the Cloud edition is subscription-only.
- Cloud or on-premises: Cloud is fully hosted by ManageEngine; on-premises runs on your own Windows or Linux server. Both share the same three feature tiers.
- Per-technician licensing: Every edition is priced per named technician. Professional and Enterprise add per-asset licensing for the IT asset management modules. End users submitting tickets are unlimited on every tier.
- MSP variant is a different SKU: If you're a managed service provider handling multiple client tenants, look at ServiceDesk Plus MSP instead. Feature parity is close but the licensing model is multi-tenant.
- What Optrics includes in a Canadian quote: Edition, technician count, matching AMS or subscription term, applicable Canadian taxes, and payment terms on a Canadian invoice. We also flag Enterprise modules you may not need so the quote reflects what your team will actually use.
Top 5 Reasons to Choose ManageEngine ServiceDesk Plus
Help desks drowning in emails provide poor employee experiences and lack strategic IT alignment. ManageEngine ServiceDesk Plus is a full-stack ITIL-ready service management platform that transforms disjointed IT support into a highly efficient, automated powerhouse.
1. Comprehensive ITIL Functionality
Adopt enterprise best practices immediately. Seamlessly integrate complex incident management, problem management, and change execution workflows into one unified IT service console.
2. Integrated IT Asset Management (ITAM)
Connect incidents directly to infrastructure flexibly. Automatically discover, track, and manage all hardware and software assets throughout their entire life cycle directly within the help desk.
3. Enterprise Service Management (ESM)
Go beyond traditional IT support natively. Rapidly spin up unique, isolated service desk instances for HR, Facilities, and Finance departments, delivering a centralized support portal for employees.
4. Advanced Automation & AI
Reduce manual ticket triage immediately. Utilize AI-powered chatbots, intelligent ticket routing, business rules, and custom approval workflows to instantly automate repetitive technician tasks.
5. Meaningful IT Analytics
Uncover hidden support bottlenecks visually. Track SLA compliance deeply, measure technician performance, and generate highly customizable reports to prove the definitive value of your IT department.
