A Review of ManageEngine’s ServiceDesk Plus—The Support and Helpdesk Software Solution
ManageEngine ServiceDesk is a comprehensive help desk software solution designed for small- to medium-sized businesses and large enterprises requiring user-friendly and robust solutions to effectively manage their IT services.
This particular solution is one of the highest ranked help desk and asset management systems on the market. In fact, if you’re familiar with IT Service Management (ITSM), then you’ve probably heard of the ManageEngine brand and the different software solutions they offer, including ServiceDesk Plus.
How ManageEngine ServiceDesk Plus works
ManageEngine ServiceDesk Plus comes with a wide range of practical features and distinctive capabilities built around the IT Infrastructure Library (ITIL) framework—a set of detailed practices for ITSM that focus on streamlining IT services with business and organizational needs.
With the ServiceDesk Plus support and helpdesk software solution, businesses and organizations of all sizes can properly leverage ITIL processes and streamline their asset and project management activities, as well as their helpdesk services from one single platform.
The system works by combining helpdesk requests with the company’s IT resources and assets to effectively monitor and address your clients’ needs, while taking care of your own performance in a practical and efficient way. ServiceDesk Plus facilitates the implementation of ITIL best practices, as well as troubleshooting helpdesk requests in a relatively shorter amount of time.
ManageEngine ServiceDesk Plus can help improve your ITSM workflows, provide extensive reporting capabilities, allows robust and effortless integrations with IT management apps, provide smart automation and codeless customizations and it can be deployed via the cloud or on-premise.
The benefits of ManageEngine ServiceDesk Plus
Besides the fact that ServiceDesk Plus is fully integrated and easy to setup—it doesn’t require too much customization or integrations—it’s the core features the software solution brings to the table that most users will find beneficial.
The smart automation feature helps to eliminate, or at least minimize time-consuming manual processes, which results in quicker problem resolution and better end-user experience overall. The following are some of the key benefits that add value to this robust support and helpdesk software solution.
Gain full control of your helpdesk with Incident Management.
With the Incident Management function, you can effectively track incidents and accurately pin them to the right technicians, thus ensuring full accountability. You can automate ticket workflows as well, with automatic ticket dispatch, preventive maintenance, incident escalation, service level agreement and so on. The bottom line, ServiceDesk Plus allows you to effectively manage the entire lifecycle—the previous actions and the actions yet to be taken—on a particular incident.
IT projects completed and delivered on time with IT Project Management.
With ServiceDesk Plus, you can effectively manage multiple IT projects, monitor the progress of those projects, meet requirements, collaborate with other teams and team members and accurately measure results.
Additionally, the software solution allows you to segment or break down projects into specific tasks and objectives, set roles and provide access permissions to individual team members, keep track of how resources are being utilized and monitor the progress of all your ongoing projects using colored Gantt charts. ServiceDesk Plus essentially gives you full control over your IT projects without getting bogged down by small irrelevant details.
Redirect tickets from your service desk through a self-service portal.
Take full advantage of an extensive knowledge base to help users solve repeat incidents, which essentially allows you to deflect ticket requests of repeat incidents from your service desk. This helps you focus on more pressing issues other customers might be facing.
With the automated notifications feature, you are able to keep a constant flow of communication between your IT services and the end users, keeping them informed on ticket approvals and the progress of their ticket requests. You may even use the feature to make company-wide announcements, informing everyone in the company of possible outages or unplanned maintenance procedures.
Track and manage IT assets easily with Asset Management.
IT hardware and software assets are valuable. With ServiceDesk Plus, you can troubleshoot, monitor and efficiently manage your entire IT system in one location. Optimize asset usage, keep track of potential vulnerabilities in your system and ensure license compliance with just a single user-friendly and robust platform.
Pricing plans for ManageEngine ServiceDesk Plus
ServiceDesk Plus, its features and subscription rates, are specifically tailored to meet the IT helpdesk needs of every company. Because of this, price rates are only available upon request. You may contact ManageEngine directly to ask for a quote.
The ManageEngine official website, however, has provided details about the three subscription packages available for ServiceDesk Plus. And they are as follows:
Standard – IT Helpdesk Software
- Incident management
- Self-service portal
- Knowledge base
- Multi-site support
- SLA management
- Helpdesk reports
Professional – IT Helpdesk and Asset Management
- All Standard features
- Helpdesk management
- IT asset discovery
- Software asset management
- Asset inventory reports
- Purchase and contracts management
Enterprise – IT Helpdesk / ITIL / Asset Management / Project Management
- All Professional features
- Problem management
- Change management
- IT project management
- Service catalog
- Asset management
- Configuration management database (CMDB – available only for on-premise deployment)
ManageEngine ServiceDesk Plus is a comprehensive IT support and helpdesk software solution tailored for SMBs and large enterprises to help streamline their IT helpdesk services. The platform is much more than just a web-based helpdesk solution, it’s also an asset management and IT project management software packed with useful features. If your company’s IT services needs some leveling up, this is definitely an ideal choice.