Kidan - ManageEngine ServiceDesk Plus

Overview

ServiceDesk Plus :
IT Service Management and Help Desk Software

ServiceDesk Plus is a top-notch software that maps all aspects of professional IT support . Thousands of companies worldwide are already using the efficient IT service management solution to offer their users first-class support.

This web-based help desk and can be used in a variety of ways thanks to extensive functions: ServiceDesk Plus contains a ticket system, various asset management functions such as inventory, license management or order and contract management as well as a service catalog, CMDB and a knowledge database - all in one inexpensive package. This user-friendly tool quickly record inquiries or fault reports by email or via the integrated web portal.

This tool automates many processes such as the distribution of inquiries, status reports or compliance with SLA rules. The multilingual, turnkey solution enables the user help desk or customer service to deal with incidents quickly and efficiently and serves as a central point of contact. Helpdesk customers can view the current status of their ticket processing at any time via a self-service portal . Instructions and documentation or information on maintenance work can also be stored here.

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What You Can Expect

ServiceDesk Plus Feature Points

Enterprise Service Management : Independent service desk instances for other departments with their own templates & automations

Incident , problem and change management: Automated processes and workflows help to resolve faults and their causes quickly and efficiently

Asset management : A central and exact IT inventory for hardware and software ensures the conformity of the licenses

SLA management : You can set your own service level agreements to ensure a consistently high level of service quality

Order and contract management : Always keep track of software orders, licenses and maintenance contracts

Comprehensive report templates: Detailed reports provide a complete overview of help desk performance and key figures. Runs on Windows and Linux

IT project management : With a complete overview of ongoing IT projects and their status, project progress can be easily tracked and deadlines can be met more easily

Helpdesk functionalities: Comprehensive functions relieve the helpdesk and thus ensure that open tickets are resolved quickly

Service catalog : Defined IT services for employees and customers help to improve the satisfaction of end users and the visibility of IT

AD and LDAP import : User data can be imported easily and directly from the Active Directory or LDAP

Remote access via smartphone : With a view specially optimized for mobile phones, technicians can access their tickets anywhere and anytime

Knowledge base : Best practices and solution guides help technicians resolve recurring problems faster

Power of 360° ITSM

Turn your IT service desk into an IT command center

Some of the most robust IT teams struggle because they have a different tool for each section of their IT infrastructure (application, network, server, database, etc.) with no integration between these solutions. This siloed approach forces IT admins to wade through a multitude of reports, notifications, and alerts without gaining real-time, contextual visibility into what is happening in their IT environment. A non-integrated IT environment will eventually lead to inconsistent service delivery, a sub-optimal user experience, and even delays in service restoration.

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Advantages

ServiceDesk Plus Advantages

Mobile support compatibility with iPhone, iPad, and Android apps.

Flexible out-of-the-box integrations with 3rd party apps.

Self Service Portal with password security.

Flexible ticket management.

Service Level Agreements.

Multiple channel support.

Solid Knowledge Base.

Some Features

An Overview of ServiceDesk Plus

Incident Management

Report incidents, set SLAs, automate workflows as much as possible and quickly restore normal operations.

Service Catalog

Overview of IT services offered, administration of services - from application to delivery.

ServiceDesk Reports

Pre-built or custom reports provide information on help desk performance or SLA violations.

Problem Management

Bundle related incidents and identify the cause.

Configuration Management Database (CMDB)

Manage all the assets with their configurations.

Integrations

Context-dependent integrations with other ManageEngine solutions enable a complete IT overview.

Change Management

Plan changes and organize their implementation in order to avoid unexpected impairments.

IT Project Management

Plan IT projects including resources, track and monitor progress and integrate tickets and changes into projects.

Asset Management

Find IT and non-IT assets and manage them from a central location.

Editions

The Right Edition for Your Requirements

Standard

IT help desk software

For professional ticketing

Incident management
Self-service portal
Knowledgebase
Multisite support
SLA management
Help desk reports

Professional

Help desk + asset management

For integrated IT asset management

Help desk management
Asset detection
Software management
Asset inventory reports
Order and contract management

Enterprise

Helpdesk + asset + project management

ITSM complete package

Incident management
Problem management
Change management
Release management (cloud)
IT project management
Service catalog
Asset management
CMDB

FAQ's

Frequently Asked Questions

What is ServiceDesk Plus?

ManageEngine ServiceDesk Plus is a Help Desk and Asset Management software. It offers an Integrated Package with Incident Management (Trouble Ticketing), Asset Tracking, Purchasing, Contract Management, Self-Service Portal, and Knowledge Base at an Affordable Price Point.

What are the versions of ServiceDesk Plus?

Service Desk plus is available in Cloud, On-Premise and, MSP Version. ServiceDesk Plus MSP is IT help desk software that is designed specifically for Managed Service Providers (MSP).

Is ServiceDesk Plus free?

ServiceDesk Plus Standard edition up to 2 Technicians ServiceDesk is free. Also, ServiceDesk Plus comes with a free 30-day trial which can be availed on the ManageEngine website here.

What are the Editions of ServiceDesk Plus?

ServiceDesk Plus is available in Standard, Professional, and, Enterprise Edition. Kidan is providing the licensing for all these SDP’s editions.

How do I install ServiceDesk Plus?

Being the Swiss Partner of ManageEngine, Kidan is responsible for aiding with professional services, such as installing, implementing, configuring, training, and supporting the company to ensure an effective on-boarding of ServiceDesk Plus.

To make it even better, Kidan even provides advice on top of it all!

Get in touch with us to know more.

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Thank you for your interest in ManageEngine's ServiceDesk Plus solution. Please fill out the form below to ask a question or request assistance.

Features

Features ServiceDesk Plus

ITIL Functions

Incident Management

Report incidents, set SLAs, automate workflows as much as possible and quickly restore normal operations.

Configuration Management Database (CMDB)

Manage all the assets with their configurations.

Enterprise Service Management

Create independent service desk instances for other departments with their own templates and automations.

IT Project Management

Plan IT projects including resources, track and monitor progress and integrate tickets and changes into projects.

Service Catalog

Overview of the IT services offered, administration of the services - from application to delivery.

IT Release Management

Align releases with the change management process to implement them faster.

Problem Management

Bundle related incidents and identify the cause.

Change Management

Plan changes and organize their implementation in order to avoid unexpected impairments.

Web-Based Help Desk

The Trouble Ticketing functions of ServiceDesk Plus at a glance.

Self Service

Self-service portal for users

Ticket creation, ticket status display and “do-it-yourself” solutions for simple problems

Custom domains

Easy access for users through a custom URL in the company domain

Live chat

Collaboration and interaction between technicians and end users via the in-product live chat - in real time

Native mobile apps

ServiceDesk Plus iOS, Android and Windows apps make it possible to read and edit tickets on a smartphone or tablet

Knowledge base

Document proven solutions and workarounds for known / recurring problems and use them for faster problem resolution

ZOHO Cliq

Zoho's team communication tool can be used as an effective support channel

Automation

Ticket rules and parsing of emails

Define rules and workflows for ticket assignment, analyze email content and use it as ticket parameters

SLA management

Define service level agreements, forward overdue tickets (soon) and escalate them

Visualize change workflows

Design change workflows using drag and drop - with multiple stages and statuses as well as actions such as notifications, field updates and approvals

Automated ticket routing

Ticket creation from emails, chats, entries in the web portal or alarms from other ManageEngine products or according to defined rules

Regular / preventive maintenance

Automatic creation of tickets (with predefined request parameters) for regular maintenance work

Data archiving

Auto-archiving of closed tickets ensures a continuously high performance of ServiceDesk Plus

Smart notifications

Notify technicians and users of specific events with custom emails and SMS

Request Life Cycle

Design the ticket lifecycle using drag & drop and define conditional actions for status changes

Problem life cycle

Use drag & drop to visually design life cycles for problem management in order to optimize IT problem-solving processes

Kanban view

Visualize tickets to be processed and manage them with interactive, graphic columns

Individual Adjustments

Individual access rights

Grant users the necessary view and access rights for requests, problems, changes, contracts, IT assets, solutions and reports

Custom ticket templates

Create and manage dynamic ticket templates with the associated workflows, activities and approvals

Multisite support

A central solution for help desk teams from different countries and locations with individually adapted rules, workflows and SLAs

Custom actions

Define actions including tasks, webhooks and notifications that are carried out automatically - throughout the entire ticket life cycle

Service desk appointment planner

Technicians can manage service requests, tasks, vacation times and reminders centrally via the integrated calendar