ServiceDesk Plus

A comprehensive browser-based Help Desk system compatible with the ITIL library.

ServiceDesk Plus is available in local, cloud, & MSP versions. The system automates the activities related to handling requests, sending notifications, and verifying compliance with SLA agreements. One package integrates modules such as registration and incident management with the ability to create a catalog of requests, registration, and manage service requests.

Additionally, ServiceDesk Plus has a Problem Management module with the option of linking multiple incidents into a single problem. Moreover, it allows the recording of resources related to the Purchasing and Contract Management module. The MSP version of the application is available locally only - installed in the client's environment.

ServiceDesk plus incorporates the best practices of ITSM.

Trusted by over 100,000 help desks worldwide, ServiceDesk Plus is the only full-stack ITSM suite that handles support tickets, IT networks, desktops, mobile devices, and Active Directory (AD), all from a single console.

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Incident Management

Full Help Desk Control

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Service Management

Optimize Service Delivery

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Change Management

Manage Change with precision

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Project Management

Organize IT Projects better

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KB Management

Provide Quicker Resolutions

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Asset Management

Gain Visibility and Control

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Problem Management

Eliminate Recurring Incidents

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Reporting

Gain IT Help Desk Intelligence

Web-browser support with access from anywhere.

ServiceDesk Plus is installed on the server, where it is made available after appropriate configuration. It is also possible to obtain an on-demand version in the manufacturer's cloud, which ensures an automatic software update process.

Integrating additional tools that enable:

1. Monitoring and full management of all resources

2. Advanced reporting and carrying out of necessary calculations to integrate data from many systems

3. Extensive real-time network monitoring

4. Password management with accepted standards of the organization

5. AD management with necessary data reporting

Adaptable HelpDesk interface for individual needs

ServiceDesk Plus supports a personalized view in the main ticket module, thanks to which the user can easily select data based on previously configured filters.

The whole process is complemented with access directly from a mobile application for both Android and iOS devices.

The software uses a Dashboard module, i.e. interactive boards presenting data in a way selected by the user.

Extensive rights to users

The described Helpdesk system has predefined roles that are assigned to users. Self-configuration is also possible to meet the most demanding and non-standard roles that are adopted as part of business cooperation.

Having a separate module with defined roles significantly reduces the time of granting appropriate access in the case of employee rotation, regardless of the level in the organization.

Scripts, field, and form rules for complex application templates.

An extensive system of creating templates on the basis of 'Drag and Drop' with the possibility of creating custom fields, automatic filling of descriptions or topics depending on the method of filling in the form.

Everything is automated and can be easily configured in the application interface or by using JavaScript.

Three different ways for detailed data reporting:

1. The possibility of using ready-made reports configured by the software producer.

2. Data analysis that uses an intuitive interface with a list of columns to choose from and advanced filtering options.

3. Use of user-created queries to match the appearance of the report, as well as 100% complex filtering tailored to the current needs.

Each of the reports can be configured as scheduled, i.e. sent with regular frequency to the indicated e-mail addresses.

ServiceDesk Plus native IT integrations

ServiceDesk Plus offers powerful indigenous integrations with industry-leading applications from ManageEngine to provide a 360-degree view and control of the IT infrastructure.

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Windows Active Directory Management and Reporting

Perform frequently used Active Directory tasks such as user management and password reset from within the ServiceDesk Plus interface.
Create a code-free request menu by associating ADManager Plus actions such as create, delete, unlock, enable, and disable users with service catalog or incident templates of ServiceDesk Plus.
Create users in Active Directory, Exchange, Office 365, G Suite, and Lync/ Skype for Business in one go, using ADManager Plus templates from ServiceDesk Plus console.
Customize access permissions to authorized technicians by associating ADManager Plus roles with ServiceDesk Plus roles.
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Patch deployment, desktop & mobile device management

Shortest possible resolution times, with Desktop Central Integration with SDP.
Advanced remote control options for seamless troubleshooting.
Deploy 75+ predefined scripts and 50+ configuration for faster ticket resolution.
Recurring issues automation using Desktop Central.
With the single sign-on feasibility, tickets can be submitted without the need to log-in.
Real-time IT asset management from the ticket window.
Combat cyber attacks with Desktop Central.
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Secure Network and Server Monitoring

Automatically log trouble tickets from OpManager for specific network faults.
Besides the provision to email, sms, or notify fault in other forms, also track the faults by logging trouble tickets to ServiceDesk Plus, helping Issue Tracking.
Streamline maintenance schedules and repairs, improve monitoring accuracy.
Asset Synchronization.
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Cloud-based performance monitoring

Site24x7 tightly integrates with ServiceDesk Plus to manually/automatically log tickets for specific alerts.
Resolve IT incidents efficiently.
Associate IT automation actions with incident templates.
Monitor critical application servers from a single console.
Any down/trouble alerts from Site24x7 are converted into tickets in SDP portal.
Whenever the incidents are resolved in Site24x7, tickets are automatically closed in the SDP portal.
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Better and Advance analytics insight into your ITSM data.

Visually analyze the ITSM data using 400+ prebuilt reports and dashboards.
Modify or create interactive dashboards & reports, using a flexible drag-and-drop visual studio.
Access Analytics Plus dashboards, directly from ServiceDesk Plus
Get out-of-the-box analytics for incidents, assets, change, incident transition history, tasks, projects, and solutions modules.
Standardize service delivery across the organization with real-time insight into all enterprise business functions.
Share and collaborate data and reports for better decision-making.
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Remote access and insight of user password and recourses

The integration lets technicians access privileged accounts in target machines remotely from ServiceDesk Plus, without manually providing the account credentials.
This integration helps technicians save time and effort, which will otherwise be spent on retaining the credentials every time they log in to remote machines.
The integration supports remote access for Windows server over Remote Desktop Protocol, for Linux and Mac machines over Telnet or Secure Shell (SSH).
The technicians can quickly troubleshoot issues and find passwords for users.
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End-User Self Service and Password Management

Gives end-users the ability to self-solve or raise tickets for all kinds of IT issues.
Significantly reduces calls to the help desk.
Gives end-users access to a wealth of knowledge base articles.
Automate ticket creation in ServiceDesk Plus for every self-service operation performed by end users using ADSelfService Plus.
Improves end-user experience.
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Monitoring Services, databases, and ERPs.

Sync the CIs with Applications Manager.
Faster troubleshooting with instant ticket logging and action.
Automated workflow to quickly achieve more.
Create new/ reopen a ticket when an alarm is raised for a previously closed ticket.
Update a ticket when there is a status change in alarms.
View request details from the Applications Manager console.

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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