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HELP DESK

IT ASSET MANAGEMENT

ManageEngine ServiceDesk Plus Review

Product Snapshot

Pricing

Standard edition starts at $0; Professional starts at $595; Enterprise starts at $2995.

Technology

ServiceDesk Plus is a Web-based application.

Customer Focus

ManageEngine’s 55,000 customers hail from more than 200 countries, and represent all sizes and industries. Roughly 60% of Fortune 500 companies are ManageEngine customers.

Select Customers

Barclays Bank, Nokia, Xerox CFET, Fuji Film, Raytheon, U.S. Joint Forces Command, NASA Glenn Research Center, Harvard University, Duke University, The New York Times, Sony Pictures

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk PlusServiceDesk Plus is an ITIL ready web-based help desk and asset management solution. It integrates help desk requests and assets to allow businesses to manage their IT more effectively. ServiceDesk is a customizable, easy-to-implement product, with a number of features designed to improve IT productivity; it integrates key helpdesk processes like ticketing, asset tracking, purchasing, and contract management; it automates workflow tasks including case routing, technician notification, and handling of SLA rules; and it allows for the documentation of best practices and solutions to frequent problems in its Solutions module.

About ManageEngine
ManageEngine is a privately held developer of enterprise IT management software. It was founded in 1996, and became a division of ZOHO Corporation in 2001. ManageEngine’s headquarters are in Pleasanton, Calif., and Chennai, India.

ManageEngine ServiceDesk Plus Key Features

CMDB
  • Easily manage entire IT infrastructure
  • Gain real visibility into assets present in your IT environment
  • Analyze business impact of malfunctioning Configuration Items

Incident Management

  • Incident identification and logging
  • Incident categorization to help pinpoint the source of incidents
  • Predefined and dynamic incident prioritization
  • Incident diagnosis
  • Automatic-closure criteria and user closing privileges make closing incidents easier

Service Level Agreements

  • Quickly define SLAs
  • Send alerts to technicians when tickets aren’t closed by the specified time
  • Track SLA compliance

Self Service Portal

  • Users can submit incidents and requests through a Web-based service portal
  • Users can also search for solutions in the Knowledge Base, and track the status of their requests

Knowledge Base

  • Flexible Knowledge Base can accommodate an unlimited number of articles, and is easily searchable for relevant information by keyword
  • Approval process prevents redundancy, and ensures articles meet quality standards
  • Articles can be grouped topically to make browsing solutions easier

Asset Discovery

  • Automatically discover all the IT assets on your network
  • Compatible with a wide range of systems and hardware, including Windows, Linux, Mac, AIX machines, Solaris, Printers, Routers, Switches
  • Track assets at remote branches not on the central network

Asset Management

  • Scans your network and centralizes all software information
  • Software tracking allows you to see what solutions you do, and don’t use
  • Stay on top of license expiry dates

Problem Management

  • Prevent duplicate problem logs
  • Automatic incident categorization helps avoid ambiguities

Service Catalog

  • Give users clear view of available services
  • Allows IT department to improve customer experience
  • Reduces time technicians spend responding to user inquiries about service delivery
  • Organize services to user groups and their requirements

Change Management

  • Affords structured and fast handling of IT infrastructure changes
  • Offers four built-in Change Plans: standard, minor, major, and significant
  • Create change advisory boards (CABs) to accept or reject changes according to the Change Plan

Notification Rules

  • Ensure that the requests are seen by the appropriate users or technicians
  • Customize who gets what notifications
  • Customize response templates to make their messages more personal

Multi-Site Support

  • A single help desk can attend to the needs of business units in different areas, that have different operating procedures, rules, and regulations

ManageEngine ServiceDesk Plus Screenshots

ManageEngine ServiceDesk Plus Videos

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