ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is an IT help desk software that provides ticketing, asset management, change management, and knowledge base capabilities for IT support teams. It helps manage service requests, problems, contracts, licenses, vendors, and more.
ManageEngine ServiceDesk Plus image
help-desk ticketing asset-management change-management knowledge-base

ManageEngine ServiceDesk Plus: Comprehensive IT Help Desk Software

ManageEngine ServiceDesk Plus is an IT help desk software that provides ticketing, asset management, change management, and knowledge base capabilities for IT support teams. It helps manage service requests, problems, contracts, licenses, vendors, and more.

What is ManageEngine ServiceDesk Plus?

ManageEngine ServiceDesk Plus is a comprehensive IT help desk and asset management software designed to help IT support teams deliver excellent service. It provides powerful ticketing management to track, prioritize, and resolve inbound inquiries and service requests. The multi-channel support option allows end users to raise tickets via email, portal, chat, phone call, through social media as well as through mobile apps.

Key capabilities and benefits include:

  • Incident, problem, change, release, service request, knowledge base, CMDB, contract and license management
  • SLA enforcement with escalation rules and reminders
  • Robust asset management with discovery, software metering, and licensing
  • Powerful search functionality across tickets, assets, changes etc.
  • Self-service portal for users to raise, track, and manage requests
  • Customizable workflows, forms, and approvals
  • Time tracking on tasks and tickets
  • Reporting and dashboards for analysis
  • Integration with LDAP, SSO, ITSM tools, etc.
  • Available as on-premises, cloud-based, or hybrid deployment

Overall, ServiceDesk Plus helps streamline and automate IT service delivery processes in order to improve efficiency, transparency, collaboration and end-user satisfaction.

ManageEngine ServiceDesk Plus Features

Features

  1. Incident management
  2. Problem management
  3. Change management
  4. Service catalog
  5. Knowledge base
  6. CMDB
  7. SLA management
  8. Reporting and analytics

Pricing

  • Free
  • Freemium
  • Subscription-Based

Pros

User-friendly interface

Robust functionality for ITSM processes

Integration with Active Directory

Customizable dashboards

Mobile access

Affordable pricing

Cons

Steep learning curve

Limitations in advanced reporting

Third-party integrations can be tricky

Lacks advanced AI/ML capabilities


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