Transform Your IT Service Management

Is your IT team drowning in a sea of complex tasks and endless support requests? ManageEngine ServiceDesk Plus is here to revolutionize your IT service management, simplifying operations and supercharging productivity.

Customers Using ServiceDesk Plus

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:

  • Complexity Overload: Managing an array of IT tasks can be overwhelming.
  • Endless Support Requests: An influx of user requests can strain resources.
  • Lack of Visibility: Without real-time insights, it's challenging to track and improve IT service performance effectively.

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?

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

  • Gartner: A Challenger in the 2022 Magic Quadrant for ITSM Platforms
  • Forrester: ServiceDesk Plus offers enterprises a 3-year ROI of up to 352%

Trusted by the Best

Companies like Honda, Disney, and Xerox trust ServiceDesk Plus for their IT service management needs.

Ready to Transform Your IT Service Management?

Get Started Today:

  • 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.

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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.

  • 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

  • Pricing in USD.
  • Quotes in CAD also available.
 

Standard

Starts at $1,195
  • 10 Techs & up
  • 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
  • 2 Techs (250 nodes) & up
  • 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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6810-104 St Edmonton, AB
Canada T6H 2L6
info@optrics.com
TF: Edmonton Local: 780-430-6240 | Toll-Free: 1-877-430-6240
Direct: 780.430.6240

 
About Us

Optrics is your Canadian ManageEngine Partner specializing in all ManageEngine and Zoho software products.

Pricing / availability may change without notice. Prices in USD. Registered Logos / Trademarks displayed are property of their owners.