The Intelligent ServiceDesk Plus: The Powerful ITSM Technology

For a competitive edge, organizations are more and more integrating digital technology such as mobile and IoT device to stay on top. The more the advancement of technology the more the success of the organization relies on these digital initiatives. Which in turn increase the responsibility of the IT Team to ensure the smooth running of business operations.

However, even 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.

IT Service Desk is the ultimate solution to integrate the business operations and IT infrastructure and allow to gain the practical advantage of IT solutions for the business. Alignign IT environment with service desk enable IT admins to centralize control and to gain the real time visibility into organizations's It infrastructure. This implementation helps streamline notifications, alarms, alerts and reports by channeling them through the service desk to be categorized, prioritized, and assigned to corresponding technicians accordingly.

Benefits

Benefits of ITSM Integrations

Native Integrations

The Indeginious IT integrations of ServiceDesk Plus

ServiceDesk Plus offers robust integrations with leading business apps from ManageEngine to provide a 360-degree view and control of IT infrastructure. It has made possiblle networks, desktop and applications management easy from your IT help desk console. It also allows quick access to advanced service desk analytics.

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Endpoint Central (Formerly Desktop Central)

Interact with users by launching remote sessions right from within tickets to resolve their issues & Trigger software installation and uninstallation on end-user workstations from within your service desk console.

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ADManager Plus

Save time and effort by enabling technicians to handle AD accounts for user provisioning, de-provisioning, and other changes in a secure, non-invasive manner within the service desk console.

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OpManager

Proactively manage network issues before they impact business continuity. Automate ticket creation and assignment when an alarm is raised.

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Applications Manager

Ensure minimum disruptions by resolving issues before they affect your business & Automatically map modifications in your IT infrastructure to your CMDB so you can predict the impact of any activity.

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Password Manager Pro

Eliminate redundant efforts without compromising security while taking control of user assets. Troubleshoot remotely via RDP and SSH from the service desk, and save time by automating the authentication process.

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Zia

Make it easy for your users to get in touch with the IT help desk by simply conversing with Zia & Ask Zia questions about service desk stats and get instant answers.

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ADSelfService Plus

Enable your users to take care of simple requests & Spare your technicians from frequent low-level requests and let them focus on more critical tasks.

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Analytics Plus

Gain deep understanding of your service desk performance without breaking a sweat with code-free report generation. Make critical decisions on your service strategy based on valuable information.

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Site24x7

Identify performance issues with your servers and reduce your mean time to repair (MTTR) from within ServiceDesk Plus & Once incidents are resolved in Site24x7, tickets are automatically closed in your ServiceDesk Plus portal.

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Zoho Survey

Measure and fine-tune the performance of your service desk based on end-user feedback.

Business Integrations

The Business Integrations of ServiceDesk Plus

ServiceDesk Plus offers convenient ITSM Integration that connects it with your organization's business processes. Build a service experience where your business tools interact seamlessly with the service desk, reducing the gap between service management and business processes. ServiceDesk Plus integrates with the top business applications, and with its REST APIs, you can expand your ITSM boundaries anywhere.

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Microsoft Outlook

Let technicians manage tickets that come through email right from their mailbox instead of switching to ServiceDesk Plus & Users can create tickets and track them using the ServiceDesk Plus pane inside their mailbox.

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Atlassian Jira

Automatically create a record in Jira from an end user's request or an incident from ServiceDesk Plus.

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Office 365

Let users and technicians interact with tickets right from the email notifications triggered by ServiceDesk Plus. Equip emails with actionable elements for picking up requests, adding notes, replying to requesters, closing tickets, and a lot more.

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Service desk APIs

With web-based APIs that are easy to integrate with the third-party applications that keep your business running, you can seamlessly exchange data between ServiceDesk Plus and your business tools.

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Microsoft Teams

Provide IT support from a tab in your organization's Microsoft Teams workspace. Users and technicians can quickly get their issues resolved without ever leaving the workspace.

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Office 365 Calendar

Any reminders, tasks, time off requests, or other activities can be updated on either the Office 365 or ServiceDesk Plus calendar; the change will be reflected on both calendars so you won't miss out on anything.

Ready to talk? We're ready to help.

Frequently Asked Questions

What is ITSM integration?

It is a set of principles and policies that aim to provide the right mix of people, processes, and technology to deliver IT support to users.

What is ITSM system?

IT service management (ITSM) is a general term that describes a strategic approach to design, deliver, manage and improve the way businesses use information technology (IT). 

Why do I need to implement an ITSM solution?

In order for IT to respond quickly and effectively, it is important to have a solution that allows for agile service management and that interconnects users and the technical team in an increasingly simple and quick way.

What are the benefits of ITSM integration from business point of view?

  1. It increases operational efficiency.
  2. Align the entire business process.
  3. Automate operations.
  4. Enhance Customer Experience.

How to access 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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