ManageEngine ServiceDesk Plus

Key Features:

1. Incident Management:

   • Ticketing System: ServiceDesk Plus offers a powerful ticketing system that allows IT support teams to capture, track, and manage service requests, incidents, and issues from end users. Each ticket can be categorized, prioritized, and assigned to specific technicians for resolution.
   • Automated Ticket Assignment: Tickets can be automatically assigned to appropriate technicians based on predefined rules, ensuring that issues are handled by the right team members.
   • Ticket SLAs: Service Level Agreements (SLAs) can be set to ensure that tickets are resolved within predefined timeframes, helping to improve response and resolution times.

2. Problem Management:

   • Root Cause Analysis: ServiceDesk Plus includes tools for identifying and analyzing the root cause of recurring incidents. This helps IT teams to prevent future problems by addressing the underlying causes.
   • Problem Ticketing: IT teams can create problem tickets from incidents and track them until the issue is resolved, ensuring a structured approach to problem management.

3. Change Management:

   • Change Requests: ServiceDesk Plus allows users to submit and track change requests for IT infrastructure, ensuring that changes are planned, reviewed, and executed in an organized manner.
   • Risk Assessment: The software helps evaluate the risk of changes and provides mechanisms for testing, validating, and approving changes before implementation.
   • Change Approval Workflow: A structured approval process ensures that changes go through proper review and authorization before implementation, minimizing risks to the IT environment.

4. Asset Management:

   • Asset Tracking: ManageEngine ServiceDesk Plus includes a built-in asset management module that enables organizations to track hardware and software assets, such as computers, servers, routers, and software licenses.
   • Asset Lifecycle Management: It tracks assets throughout their entire lifecycle—from procurement to retirement. This feature helps IT teams to maintain up-to-date records of all assets in use within the organization.
   • Auto Discovery: ServiceDesk Plus can automatically discover IT assets within the network, eliminating manual entry and ensuring that asset information is always accurate.

5. Service Catalog:

   • Service Request Management: IT teams can create a catalog of predefined services that end-users can easily request. These could include software installations, access requests, or hardware provisioning.
   • Self-Service Portal: End users can submit service requests, track the status of existing requests, and access knowledge base articles through the self-service portal, reducing the need for direct IT intervention.

6. Knowledge Management:

   • Knowledge Base: ServiceDesk Plus includes a knowledge base where IT teams can document solutions to common issues, troubleshooting guides, and other helpful resources. This empowers end users to find answers to their problems independently.
   • Article Creation and Sharing: IT staff can create, update, and share knowledge articles, making it easier to disseminate information across the organization.

7. Reporting and Analytics:

   • Custom Reports: ServiceDesk Plus includes customizable reporting tools that allow IT teams to generate detailed reports on various service desk metrics, such as incident resolution times, technician performance, asset usage, and SLA compliance.
   • Analytics Dashboard: The built-in dashboard provides real-time insights into service desk operations, helping IT managers make informed decisions based on current data.

8. Automation and Workflows:

   • Automation Rules: The platform allows users to set up automated workflows for tasks like ticket routing, notifications, and escalation. This helps streamline operations and ensure that tickets are addressed promptly.
   • Scheduled Actions: ServiceDesk Plus enables scheduled actions, such as regular maintenance tasks, asset audits, or reporting, to ensure that critical tasks are completed on time without manual intervention.

9. Mobile App:

   • Access on the Go: ManageEngine offers mobile apps for both iOS and Android devices, allowing IT support teams and managers to access, manage, and respond to tickets from anywhere.
   • Self-Service Mobile Portal: End users can also use the mobile app to submit and track service requests, making it convenient for them to access support anytime.

10. Multi-Language and Multi-Region Support:

    • ServiceDesk Plus supports multiple languages, making it suitable for global organizations with diverse user bases.
    • It also provides multi-site capabilities, allowing organizations to manage service desks across different regions or offices from a centralized platform.

11. Integrations:

    • Third-Party Tools Integration: ServiceDesk Plus integrates with various third-party tools, including monitoring solutions, asset management systems, and more, allowing for enhanced functionality and seamless workflows.
    • Email Integration: The software supports integration with email systems to automatically create tickets from incoming emails, streamlining the ticketing process.

12. Security and Access Control:

    • Role-Based Access Control (RBAC): ServiceDesk Plus offers role-based permissions, allowing IT managers to define access levels for different users (technicians, managers, end-users) based on their roles within the organization.
    • Audit Logs: The system maintains a detailed log of all activities within the service desk, helping track changes and ensure accountability.

Deployment Options:

• Cloud-Based Version: ServiceDesk Plus offers a cloud-based deployment option, where all data and processes are hosted on ManageEngine’s secure cloud infrastructure. This reduces the need for on-premises infrastructure and simplifies maintenance.
• On-Premises Version: Alternatively, organizations can choose to deploy ServiceDesk Plus on their own servers, giving them more control over data security and system configurations.

Subscription and Pricing:

• Free Edition: A free version of ServiceDesk Plus is available for small organizations with up to 3 technicians, providing basic service desk features.
• Paid Editions: Pricing for the paid versions is based on the number of technicians and the features required. ServiceDesk Plus offers several plans, including Standard, Professional, and Enterprise editions, each with progressively more advanced features.

Common Uses:

• IT Help Desk and Support: ManageEngine ServiceDesk Plus is ideal for IT support teams looking to manage service requests, incidents, and IT infrastructure issues in a structured and efficient manner.
• Incident and Problem Management: IT teams can use the platform to track and resolve incidents, prevent recurring problems, and manage IT workflows.
• Asset Management: Organizations use ServiceDesk Plus to track and manage their IT assets, ensuring proper lifecycle management and reducing the risk of asset-related issues.
• Change and Configuration Management: IT teams can use the tool to manage and control changes to the IT environment, minimizing risks and maintaining system stability.

ManageEngine ServiceDesk Plus is a powerful IT service management solution that helps organizations deliver high-quality IT support, improve efficiency, and enhance service delivery. It is an excellent choice for organizations that need to streamline IT operations, maintain control over assets, and ensure effective incident, problem, and change management. 

Visit now