ServiceDesk Plus IT Helpdesk
ServiceDesk Plus 11.0 comes with rapid-start enterprise service desk capabilities that allow businesses to manage service delivery across various business functions from a single platform. Learn more about ServiceDesk Plus’ ESM capabilities.
What Is ServiceDesk Plus?
ServiceDesk Plus integrates your help desk requests and assets to help you manage your IT effectively. It helps you implement ITIL best practices and troubleshoot IT service requests faster. ServiceDesk Plus is a highly customizable, easy-to-implement help desk software. More than 10,000 IT managers worldwide use ServiceDesk Plus to manage their IT help desk and assets. ServiceDesk Plus is available in 23 different languages.
Why ServiceDesk Plus?
Restore normal service of operation quickly with the comprehensive incident management in ServiceDesk Plus. Report incidents easily, configure SLA, setup automation & workflows for each category of Incidents and minimize business impact. F.i easy change from incident to problem.
With ServiceDesk Plus problem management, eliminate the root cause effectively and put an end to firefighting of repetitive incidents. It includes managing multiple incidents and workflow automations.
Through ServiceDesk Plus Change Management module, provide structured and prompt handling of all changes in your IT infrastructure. It is bundled with categorizing changes, setting up CAB and workflow automation.
Give a face to your IT by showcasing your offered services, configure workflow & automation for each service category and deliver them upon agreed time.
Track and manage all your CIs in a single repository.It is designed to get more visibility on your assets by knowing the interrelationships and dependency of each CIs.
PO & Contract Management:
ServiceDesk Plus PO & contract module facilitates the complete life cycle of a PO, from creation to approvals, deliver and contract of every single purchase and helps to organize your IT spending.
This integration avoids hassling around serveral software.This ICT project management module is together with SeriveDesks change management, CMDB en Milestones, team collaberation etc, a valuable extension in your ICT Supportcenter
Endusers may create and monitor their own request's. Depending on how ServiceDeskPlus is implemented by the administrator. The Knowledge database with autorised enduser information will reduce the time and therefor costs significant.
Know whats happening in your helpdesk with the intuitive and robust reporting modules & interactive dashboards in ServiceDesk Plus.
ServiceDesk Plus integrates with many platforms right from monitoring tools, User management tools to API based integrations to save time and resources.
Invoke custom HTML file from Request Custom menus
Customers can invoke a custom HTML file from Request Custom menus enabling the users to render their own UI from the request menu configurations. This provides an alternate way to integrate third party applications using the user interface. Custom scripts can be executed upon submission of HTML forms.
Field and form rules for incident and service request customization
With field and form rules, you can customize incident and service templates to perform customized actions when a form loads, (or) when changing a particular field in a form, (or) when a form is submitted. It is possible to perform actions like, mandate or non-mandate specific fields, enable or disable specific fields, show or hide specific fields in a form and to execute user-specified custom java scripts.
Fail over service (High availability)
Ensure high server availability. With the fail over service feature in ServiceDesk Plus 9.1, you have the option to configure the secondary service desk installation to provide uninterrupted service when there is a network, hardware, software, or power failure in the primary installation. The fail over server acts as the secondary server which runs in parallel to the primary server. This secondary server or slave will act as the primary server or the master when the primary server or master is down.
Mandate the status change comments for request module
ServiceDesk Plus 9.1 now comes with a feature to mandate the status change comments for Request module. Technician and requester comments on the change of status of a request can be easily captured. By default, status comments are not mandatory but can be disabled/enabled under Admin->Self-service Portal settings.
Export projects as pdf
Export as PDF option for project module activities
Export Project Gantt View, Project Overview Map, and Task Dependency Map in the PDF format. The PDF will downloaded automatically.
Configuration options to auto suggest solutions
Configure unique fields to the search drop down for auto suggestion of announcements and solutions during incident creation. By default, category/subcategory/item (CSI), title, and description will be included in the search.
Help desk mobile app,Requesters can raise or track requests on the go
Requesters can now login into the mobile app to raise or track requests. Earlier, native versions of ServiceDesk Plus mobile app were technician-specific. The feature is available from Version 3.0 in iOS and from Version 1.4 in Android.
Enhancements in the 'Advanced Analytics' module. It will now include a new option to setup On-Premise integration using ManageEngine Reports. ManageEngine Reports is a business intelligence and reporting software from ManageEngine.
Other introduced features
•Rest API support to GET/ADD/DELETE the attachments under Request and Tasks
•Search option in Request list view filters
•Rest API support for requesters
Option to import Microsoft projects
Changes in the 'Advanced Analytics' module. It now has the function to get "on-premise" integration for ManageEngine Reports. ManageEngine Reports is a intelligent piece of software by ManageEngine.
The Self Service Portal has had an face-lift with more options to make it more your own.
|Feature||ServiceDesk Plus Enterprise||ServiceDesk Plus Professional||ServiceDesk Plus Standard|
|Automatic email to ticket conversion|
|Active Directory Integration|
|Import from CSV files|
|Multi Site Support|
|Remote Desktop Sharing|
|IT HelpDesk Reports|
|Export as CSV, XLS & PDF|
|Auto Device Discovery|
|Complete History of handlings|
|Multi Site Support|
|Remote Desktop Sharing|
|Distributed asset scan|
|Notifications on all levels|
|Holidays / Operational Hours|
|Self Service Portal|
|IT Project Management (Available as add on)||Add on||Add on|
|CMDB (Add on , from prof. edition)||Add on|
|Service Catalog||Add on||Add on|
|Custom Request Form Templates|
|Problem Management (Available as add on)||Add on|
|Change Management (Available as add on)||Add on||Add on|
|Database Support Postgress SQL and MS SQL|
|Fail Over||Add on||Add on||Add on|
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|ServiceDesk Plus Enterprise|
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|ServiceDesk Plus Multi-Language Standard|
|ServiceDesk Plus Multi-Language Professional|
|ServiceDesk Plus Multi-Language Enterprise|
|ServiceDesk Plus Addons|
|ServiceDesk Plus MSP Addons|
|ServiceDesk Plus Analytics Plus Add-on|
|ServiceDesk Plus MSP Zoho Reports Addon|
|ServiceDesk Plus Active Directory Management Add-on|