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Home » Products » ManageEngine

ServiceDesk Plus

Manufacturer : 
ManageEngine
URL: 
http://www.manageengine.com/products/service-desk/

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. ServiceDesk Plus is a highly customizable, easy-to-implement help desk software. More than 10,000 IT managers worldwide use ServiceDesk Plus to manage their IT help desk and assets. ServiceDesk Plus is available in 23 different languages.

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.

Self Service Portal

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.

 
Service Level Agreement
    

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.

 

Knowledge Base Software

Incident Management

Restore normal service of operation quickly with the comprehensive incident management in ServiceDesk Plus. Report incidents easily, configure SLA, setup automation & workflows for each category of Incidents and minimize business impact.

 
ITIL Incident Management Software
    

Problem Management

With the ServiceDesk Plus problem management, eliminate the rootcause effectively and put an end for firefighting of repetitive incidents. It includes managing multiple incidents and workflow automations.

ITIL Problem Management Software

Asset Discovery

Discover every asset in your network with the efficient auto discoveryoptions available in ServiceDesk Plus. You can discover all the IT assets right from Windows, Linux, Mac, AIX machines, Solaris, Printers, Routers, Switches etc.

Asset Discovery
    

Change Management

Through ServiceDesk Plus change management module, provide structured and prompt handling of all changes in your IT infrastructure. It is bundledwith categorizing changes, configuring CAB and workflow automation.

ITIL Change Management Software

Agent Scanning

With the new agent based scanning, you can access any system from the remote network, independent of their location. The agent also helps to make a remote connection instantly and take control of the screen in seconds.

Agent Scanning
    

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.

ITIL Service Catalog

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.

Remote Control

    

Business Rules

Put your helpdesk coordinator for a better use by implementing businessrules, which allows to categorize, classify and assign tickets based on any criteria matching your business environment.

Business Rules

Software Asset Management

Scan your network and automatically discover all the software available in your organization and also understand how many installations of software are available in your network and manage them accordingly.

Software Asset Management
    

Help Desk Notifications

Stay informed about your tickets and keep your technicians and end users up to date on the status of the tickets by email and sms. You can also provide login information automatically to for all the users.

Help Desk Notifications

Purchase Order 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.

Purchase Order Management

    

Automatic Ticket Dispatch

The new auto assign feature distributes tickets based on the existing load on your technicians. It also checks for their availability and SLA tied to the tickets before dispatching them appropriately.

Automatic Ticket Dispatch

Contract Management

Manage Contracts with different vendors seamlessly and keep track of the expiry dates with automatic alert notifications for renewals.

Contract Management Software

    

Email Commands

You dont have to be logged into the help desk application to create, edit or close tickets, it can be done on the move, with the pre defined email commands in ServiceDesk Plus. Simply send an email with the appropriate commands and the changes are done automatically.

Email Commands

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.

Mobile Help Desk
    

AD & LDAP Integration

ServiceDesk plus allows you to import users and their informations from Active directory and LDAP with a simple easy to use interface. It also includes authentication and single sign-on for users without making any changes to schema of AD or LDAP.

AD & LDAP Integration

Data Archiving

Archive your old, unused data and improve your helpdesk performance. ServiceDesk plus allows you to access your archived data from different queue and also has the capability to search, report and export the data.

Data Archiving
    

Multi Site Support

Customize your configurations for every site according to their unique working procedure. You can manage multiple sites with a single helpdesk tool and get control & visibility over the IT needs of your organization.

Multi Site Support

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.

Help Desk Reports
    

Automated Password Reset

One of the most requested tickets in an IT help desk is "reset or forgot password", which takes most of your time in everyday job. We have come with a solution to automate this procedure by automatically resetting the password, by integrating the ticketing system with the Active Directory.

Automated Password Reset

User Survey

Know the satisfaction level of your end users with the ServiceDesk Plus survey option, where it allows you to configure questions, satisfaction levels and trigger them in specific to the survey criteria.

User Survey
    

CMDB

Managing your assets will become harder as you scale up your business resources. But 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.
cmdb  

 

ServiceDesk plus is available in 3 editions. Pick the edition that suits you the best.

 

  • Standard Edition
  • Professional Edition
  • Enterprise Edition

 

Standard Edition: Help Desk Only

 

Professional Edition: Includes Help Desk & Asset Management.

 

Enterprise Edition: Incident, Problem Management, Change management with CMDB.

 

 Service Desk Plus
Standard Edition
Service Desk Plus
Professional Edition
Service Desk Plus
Enterprise Edition
Help Desk
Manager Dashboard
Automatic email to ticket conversion
Active Directory Integration
LDAP Integration
Import from CSV files
User Survey
Complete History of Request
Multi Site Support
Scheduler
Remote Desktop Sharing 
IT Help Desk Reports
  • Canned Reports
  • Customizable Reports
  • Query Builder
  • Scheduled Reports
  • Export as CSV, XLS & PDF
Automatic Dispatch
SLA Management
Load Balancing
Auto Device Discovery 
Agent-based scanning 
Distributed asset scan 
Notify Technicians
Holidays / Operational Hours
Knowledge Base
Self Service Portal
API Integration
Asset Management 
Purchase Management 
Contracts 
CMDB  
Service Catalog  
Service Request Approval  
Incident Management
Custom Request Form Templates
Problem Management  
Optional Problem Closure Rules  
Problem Management Workflow
  • Problem Analysis
  • Work Around & Solutions
  • Incidents & Problem associations
  
Free flowing text and attachments support for Problem Recording  
Comprehensive Problem Reports  
Change Management  
Flash Reports
Support different Types of Change
  • Standard Change
  • Minor Change
  • Major Change
  • Significant Change
  
Change Approval Board  
Approved Change Reports for scheduling  
Forward Schedule of Changes  
Change Calender for easy scheduling  
Change History  
Operating System Support  
  • Windows
  • Linux
Database Support   
  • MySQL
  • MS SQL