ManageEngine ServiceDesk Plus – Help Desk software and Asset Management Tool

Overview

ManageEngine ServiceDesk Plus is a web based, easy to use Help Desk and Asset Management App with many features such as contract management, purchasing and knowledge management functionalities. It has an ITIL ready version too. By integrating Ticketing, Asset Tracking, Purchasing, service catalog, Contract Management and Knowledge base in one low-cost, easy-to-use package, ServiceDesk Plus helps you to improve productivity of your IT Service team and keep your end-users happy.

ServiceDesk Plus allows end-users to submit tickets through different channels. It automates important workflow tasks, as for example case routing, acknowledging requester, technician notification and handling of SLA rules. The solutions module allows you to document best practices and solutions to common problems in an online knowledge base.

ServiceDesk Plus offers accurate inventory tracking functionality across Windows and Linux workstations. It can also track software licenses and let you know the number of over-utilized or under-utilized licenses across your organization.

ServiceDesk Plus can help you maintain a complete product catalog based on product type, that lists all assets owned by your organization. It can generate Purchase Orders, send them through email and keeps track of outstanding POs & completed purchases. It also provides import of requesters & assets from .csv files & user satisfaction survey.

Best notable features are Enhanced Active Directory Integration, enhanced purchasing system with approver, business rules for better request management, ability to group similar requests and assign to queues, comprehensive custom reports, announcement boards, enhanced list views, billing based on time spent on request, HTML editors for solutions and notifications, ITIL ready functionalities, agent based scanning, help desk API, mobile integration & more.

Incident management, Problem management, Change management & CMDB has been implemented with all functionalities. The Free Edition allows a single Technician manage up to 25 Workstations.

Benefits

-> Access your help desk anytime, anywhere using serviceDesk Plus iphone app.
-> Create SLA and provide quality services in time, to your end users
-> Flexible knowledge base with option to add unlimited KB articles and allows users to easily search the
information.
-> Web based portal to submit service requests & Incidents.
-> Restore normal service of operation quickly with the comprehensive incident management
-> Eliminate the root cause effectively and put an end for firefighting of repetitive incidents.
-> Discover every asset in your network with the efficient auto discovery options
-> Provide structured and prompt handling of all changes in your IT infrastructure.
-> With the new agent based scanning, you can access any system from the remote network,
independent of their location.
-> Showcase the offered IT services to your end user and give a new face to your IT.
-> Scan your network and automatically discover all the software available in your organization
-> 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.
-> Manage your purchases right from the birth of the PO
-> Auto assign feature distributes tickets based on the existing load on your technicians
-> Manage Contracts with different vendors seamlessly
-> Automatic email to ticket conversion using email commands
-> ServiceDesk plus allows you to import users and their informations from Active directory and LDAP
with a simple easy to use interface.
-> Archive your old, unused data and improve your helpdesk performance.
-> Support multiple sites and customize your configurations for every site according to their unique
working procedure.
-> Generate detailed reports about your Help desk performance & metrics.
-> Automatically reset the password, by integrating the ticketing system with the Active Directory.
-> Know the satisfaction level of your end users with the ServiceDesk Plus survey option.