ManageEngine ServiceDesk Plus
With ServiceDesk Plus, IT teams and other departments can manage requests, assets, and changes on a single platform based on ITIL best practices. Artificial intelligence is included in all editions, and implementation can be done in the cloud or on-premises.
A service center that grows with your operation
ServiceDesk Plus combines IT service management, asset management and CMDB, and extends the same foundations to areas such as HR, facilities and finance through enterprise service management capabilities. Requests are centralized, changes follow visual workflows with defined approvals, and the technology infrastructure remains documented and updated in a single source of information.
ServiceDesk Plus: operational control with indicators always in sight
Real-time dashboards and native reports allow you to track SLA compliance, order volume, and the workload of each team. The multi-instance model separates data and processes by department, giving each area autonomy without losing the overall view.
Key features:
- Incident and Request Management: Email conversion into tickets, customizable order templates, and a visual builder for the lifecycle of each ticket.
- Change Enablement and Release Management: Workflow builders for changes and releases, with approval steps and a history of each decision.
- Asset Management and CMDB: Asset discovery through various methods, lifecycle control, software license management, purchasing and contracts.
Service management ready to support the organization's growth
ServiceDesk Plus is suitable for small teams starting with ticketing and for organizations that need complete ITIL processes. Each edition adds capabilities without requiring a change of tool.
- ManageEngine Ecosystem: Native integrations with ManageEngine's wide range of IT management products and... Zoho, to connect monitoring, endpoints, and service desk.
- Automation without code: The rules engine handles assignments, escalations, and repetitive actions on tickets, without requiring programming.
- Cloud or on-premises: The choice of implementation model is up to the organization, with the possibility of migrating between the two over time.
- Privacy by design: proprietary data centers spread around the world, without trackers and without subprocessors.
Greater clarity in processes and improved team performance
ServiceDesk Plus gives teams the tools to reduce manual work and respond more consistently. Low-code customization also allows you to create modules, forms, and reports tailored to each department.
Centralized information for better decision-making
Incidents, requests, changes, and assets appear on shared dashboards. Managers can view statuses, priorities, and SLA deadlines in real time and adjust resources based on concrete data.
Automation throughout the entire order lifecycle.
The visual lifecycle builder defines each stage of a ticket, from opening to closing. No-code rules automatically apply routing, notifications, and escalations, freeing up technicians for higher-value work.
Control of each change
Changes and releases go through visually designed workflows, with configurable approvals and automatic approvals for low-risk requests. Each step is recorded, which facilitates audits and reduces the risk of changes outside the process.
Native AI to accelerate service
ServiceDesk Plus includes AI capabilities in all editions at no additional cost. Predictive intelligence classifies, routes, and assigns tickets based on a machine learning engine, and analyzes the sentiment of incoming requests. The virtual support agent, available in Zia, assists users via text and voice and resolves routine requests without human intervention. The GenAI layer, based on ChatGPT and Microsoft Copilot, generates responses, summarizes lengthy requests, and creates low-code scripts, while Reply Assist suggests and refines technicians' responses. The result is faster triage, less repetitive volume, and knowledge available when needed.
An ITSM platform that serves teams from different areas
Health
Mid Cheshire Hospitals implemented ManageEngine ServiceDesk Plus to centralize IT support operations across multiple hospital facilities. The transition enabled them to optimize the tracking of critical healthcare incidents, simplify the management of medical IT assets, and ensure full visibility into the performance of technical teams under stringent SLAs.
Health City, an internationally renowned hospital, used ServiceDesk Plus to structure its ITSM processes in line with ITIL best practices. The platform enabled the automation of the service catalog, accelerated routing of urgent requests, and integrated change management without interrupting the delivery of healthcare.
Banking and Financial Services
One of Africa's leading financial institutions, FNB, implemented ServiceDesk Plus to unify technical support for thousands of employees and bank branches. The solution automated the security change approval workflow, reduced the mean time to resolution (MTTR) of incidents, and centralized the management of the financial infrastructure CMDB.
The Central Bank of India adopted ManageEngine ServiceDesk Plus to structure its service management across hundreds of branches. The centralized self-service portal and automatic escalation rules enabled rigorous monitoring of compliance with operational SLAs and auditing of all IT changes in the banking network.
Energy and Industry
A global leader in engineering and services for the offshore and energy industries, Subsea 7 implemented ServiceDesk Plus to manage IT and infrastructure requests across its onshore and offshore operations. Centralizing the service catalog and automating workflows enabled them to maintain high standards of operational continuity in critical environments.
The multinational engineering and manufacturing conglomerate adopted ServiceDesk Plus to integrate IT support operations across multiple industrial divisions. The platform facilitated control over IT asset management and the automation of the incident lifecycle, eliminating bottlenecks in production lines.
Education
St. Mary's University replaced multiple legacy systems with ManageEngine ServiceDesk Plus to centralize the management of IT incidents and requests for thousands of students and faculty. The implementation of the self-service portal and knowledge base dramatically reduced the volume of phone calls to the Service Desk and improved satisfaction within the academic community.
Speak to a ManageEngine ServiceDesk Plus specialist
Priceless Consulting is a ManageEngine partner. Contact us to determine the edition and implementation model best suited to your organization.
ManageEngine has over 280,000 customers across 190 countries
FAQ
What advantages does ServiceDesk Plus bring to the daily work of IT teams?
The platform centralizes incidents, requests, changes, and assets in one place, automates repetitive tasks, and displays the status of each request in real time. Teams spend less time triaging and redirecting and more time resolving issues.
Does ServiceDesk Plus cover change management?
Yes. The Enterprise edition includes change enablement and release management with visual workflow builders. You can define approval steps, enable automatic approvals, and view the complete log of each change.
How does asset management work?
Starting with the Professional edition, the platform discovers and imports assets using various methods and tracks the lifecycle of each one. It also includes software management, equipment loans, purchases and contracts, with inventory reports. The Enterprise edition adds CMDB.
In which models can it be implemented and how long does it take?
ServiceDesk Plus is available in the cloud and on-premises, with the possibility of migrating between the two. The timeframe depends on the complexity of the environment: in a large company, configuration takes around twelve weeks on average, and use solely as a ticketing system gets started much faster.
Is it possible to automate processes without programming?
Yes. The rules engine and visual lifecycle builder are configured without code. For more specific needs, low-code features allow you to create custom modules, forms, and reports.
What ServiceDesk Plus customers are saying
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