Make ITSM wholesome

18+ years of
IT management solutions
expertise

180,000+
customers

ManageEngine 2,500+
A division of Zoho Corporation, employees
a bootstrapped, private, and
profitable company 90+ products and free tools
for IT management

190+ countries
The
common
challenges
faced by ITSM teams
Inconsiste Process Suboptimal
nt service automation customer
delivery gaps experience

Siloed Taking Complying

approach service with privacy
to service manageme regulations
management nt
beyond IT
 The absence of a wholesome
service delivery experience for
The result all stakeholders involved: users,
agents, and management
 Move service delivery from operational to strategic
with intelligent automations and predictions, standardized workflows,
and deep insights into data

Bridge the gap between business and IT

The difference that through streamlined service management across the enterprise, and
contextual integrations with business apps

a wholesome Be the epicenter of IT infrastructure management,

ITSM tool brings offering deep integrations with other IT management software

to the table Transform customer experience

by creating new and effective channels for support and collaboration

Achieve unrestricted extensibility

with last-mile customizations for IT and business processes
Service IT & enterprise service management
management
with ManageEngine
Service management for MSPs

IT asset management

Customer support
 In the market
since 2005

Used by 100,000+
organizations worldwide

ServiceDesk Plus Available in

facts 29 languages

Offered as on-premises
& cloud versions

Hosted in ManageEngine-
owned data centers
 On-premises

ServiceDesk Plus
Cloud
Deployment
options Amazon Web Services

Microsoft Azure
Why
ServiceDesk Plus?
 Best practice process Highly customizable and Tight, contextual integrations
workflows and features scalable for different with other
available out-of-the-box process maturities IT management and
business apps

A flexible and easy-to-use The latest in technology, Flexible choice between the on-
interface, resulting in a including virtual assistants premises and cloud versions, with
low learning curve and AI capabilities easy switching
The six ways ServiceDesk Plus makes your

ITSM wholesome
1 Make service management
cross the boundary between IT
and business with the enterprise
service desk
2 Leverage intelligent
technology with
AI-based automations
3 Standardize service
delivery with visual
process workflows
4 Make ITSM work
your way with last-mile
customizations
5 Build an integrated approach
to service management with
360-degree IT integrations
6 Weave privacy into
service desk operations
 ✪
Top ITSM ✪
Enterprise service management
Incident and problem management
capabilities ✪ Change management
✪ IT asset and configuration management
✪ Configuration management database (CMDB)
✪ Purchase and contract management
✪ Project management
✪ Service requests and request fulfillment
✪ Knowledge management
✪ Reporting and SLA management
✪ Process and visual workflow design
✪ Integration with IT management apps
 Standard Professional Enterprise
Editions IT help desk software help desk + asset management help desk+change+asset+Project
®

Incident management Help desk management Incident management

Self-service portal IT asset discovery Problem management
Knowledge base Software asset management Change management
Multi-site support Asset inventory reports IT project management
SLA management Purchase & Service catalog
Help desk reports contracts management Asset management
CMDB

The right package for The complete full-stack ITSM

The perfect starter kit to
integrated IT asset suite with all the features an IT
get your ticketing right.
management. service desk needs.
 Windows Server 2012-2016
Windows 7/8/10
Supported databases, RHEL 8 & above
browsers, Ubuntu 14.0 & above
& OSs
MSSQL 2017
MSSQL 2016
MSSQL 2014
MSSQL 2012
MSSQL 2010
MSSQL 2008
PostgreSQL

Internet Explorer 11
Microsoft Edge
Mozilla Firefox
Google Chrome
Customers
Customer
reviews
ServiceDesk Plus is a game changer!
Overall, we're completely satisfied with ServiceDesk Plus. This product not
only helps track incidents in the IT department, but we've been able to scale the
system to include all other departments in our company.
In comparison to our last help desk solution, ServiceDesk Plus is light years
away from where we were.
IT operations manager | Industry: Finance | Role: Infrastructure and operations | Firm Size: 3B - 10B USD
ServiceDesk Plus
recognition
How
ServiceDesk Plus
enables best practice ITSM
for support operations
Incident
management
Incident
management
workflow
 Enable multiple channels Collect comprehensive
Best practice incident information on the issue
for reporting issues
management with during ticket logging
Multimodal ticket creation via
ServiceDesk Plus email, phone, self-service Customizable incident templates
portal, virtual agent, and
business apps

Perform hands-free categorization, Move to a shift-left model

prioritization, and assignment for L1 tickets

Self-service portal | Solution

Business rules | Technician auto- auto-suggest | Zia
assign | Priority matrix
 Track and manage SLAs
Best practice incident Minimize resolution times
management with Request life cycle | Response and resolution
ServiceDesk Plus Integrated knowledge base |
Resolution templates |
SLAs | SLA escalations,
and actions
Request sharing and
collaboration

Ensure prompt and relevant Reduce reopen rates and

communication on ticket progress incident backlogs
Automated ticket closure |
Notification rules | Canned Incident KPIs | Custom
responses | Notes reports | Advanced analytics

Maximize end-user
satisfaction levels

User surveys
Service request
management
 Technicians

Service request
management
workflow

End users
 Present the right services to the
Best practice Showcase the wide range of IT
right users
services offered and improve IT
service request visibility
Role-based user access | User
management with Service categories | Service groups
ServiceDesk Plus templates | Resources

Involve the right stakeholders Increase the efficiency of

service delivery
Technician groups | User groups |
Organization roles | Service Business rules | Request life
request approvers cycle | Tasks
Best practice Define authorization, escalation, and notification
policies
service request
management with 5-stage approval process | SLAs |
Notification rules
ServiceDesk Plus
Set the right service level expectations for end users
and technicians

Response and resolution SLAs | SLA escalation

notifications, and actions

Track service delivery costs

Service costs | Resource

costs
Knowledge
management
Knowledge
management
workflow
Best practice knowledge Structure and organize the Maintain authorship and version
knowledge base information
management with
Solution owner | History
ServiceDesk Plus Rich text editor | Topics | Keyword
search

Keep a review and approval Define access privileges on

process in place knowledge artifacts

Solution review and approvals | Technician roles | User

Solution expiration groups
Best practice knowledge Preserve knowledge from incidents and problems
management with
ServiceDesk Plus Convert resolutions into knowledge base
articles

During ticket creation, provide end users with contextual

suggestions from the knowledge base
Solution auto-suggest | Self-service portal

Track usage and efficiency metrics

Requests resolved by a specific solution

Problem
management
Problem
management
workflow
Best practice problem Identify incidents that Precisely define each major
management with require a root cause problem and quantify the
investigation business impact
ServiceDesk Plus
Create a problem ticket Services affected | Add assets
from an incident involved in templates
| Problem logging

Standardize the format for Identify the problem owner

defining problems
Problem templates Problem roles | Technician
Best practice problem Assign solution implementation Maintain a known error database
management with to specific users with due dates

ServiceDesk Plus Label a problem

as a known error
Tasks

Track solution implementation Keep notification

and effectiveness mechanisms in place to
keep stakeholders
informed
Analysis | Workarounds | RCA
Notification rules |
Announcements
Best practice problem Make problem management
management with work in tandem with other
ITSM processes
ServiceDesk Plus
Associate incidents and
changes with problems
Change
management
Change
management
workflow
Best practice change Identify the type of Define key roles and
change responsibilities
management with
ServiceDesk Plus Change types Change roles

Design processes for different Log, manage, and prioritize

change types change proposals
Change workflows | Visual Custom change templates |
change life cycle with Logging from incident or
multistage processes problem records | Change
calendar
Best practice change Gain clear insights on risks Communicate schedules
and the impact of changes and any downtime to
management with
stakeholders
ServiceDesk Plus Risks | Change planning, including
impact analysis and rollout plans Downtime schedule |
| CMDB integration for downstream Announcements
impact

Put an effective approval Measure the progress and

mechanism in place effectiveness of change
implementations
CAB | Change manager
Implementation checklist |
Tasks | Project association
Best practice change Keep contingency Implement continual service
plans in place improvement
management with
ServiceDesk Plus Back-out plans Post-implementation
reviews | Change KPIs

Make change management

work with other ITSM
processes

Integration with incident,

problem, asset, project
management, and CMDB
Project
management
Project
management
workflow
Best practice project Collect all relevant Break down your
information beforehand to projects into
management with identify the scope, budget, subactivities
ServiceDesk Plus and time needed
Milestones | Tasks
Project templates

Define different roles and Effectively track the

responsibilities progress of projects

Project roles | Members Project status | Gantt

charts
Best practice project Keep track Use data to make better
of the effort spent at decisions on-the-go
management with a granular level
ServiceDesk Plus Worklog
Project overview map |
Project reports

Integrate project
management with other
ITSM modules

Associate requests and

changes with projects
Asset
management
Asset
management
workflow
Best practice asset Gain control over all hardware and Classify asset and product types
software inventory
management with
ServiceDesk Plus Multi-source discovery modes
(Agents, Windows/network/
Asset types | Product types

distributed scans) | Barcode-based

discovery

Track assets across their life Map relationships between

cycle from requisition to assets and business services
retirement, along with
ownership
CMDB | CI types |
Asset states | User-workstation CI relationships |
mapping | Asset loans Business views
Best practice asset Keep track of asset depreciation Manage all your software license
and other costs investments
management with
Software, license, and
ServiceDesk Plus Depreciation | Cost center |
GL codes agreement types

Track software usage and Stay on top of your IT

compliance purchases
Software metering | Software and Purchase management | Vendor
license dashboards list | Approvals | Invoice and
payment | Associated assets
Best practice asset Centralize the asset contracts
management process
management with
ServiceDesk Plus Contract details | Renewal
details | Child contracts | Expiry
notifications | Associated assets

Ensure that your ITAM supports

other ITSM process

Asset information in incidents,

problems, changes, and projects,
and mapping to CMDB
Reporting
Reporting in
ServiceDesk Plus

Enable multiple
channels to
report issues
Multimodal ticket
creation via email,
phone, self-service
portal, virtual agent,
and business apps
 Keep tabs on your key service Keep key stakeholders and CXOs
Reporting in desk metrics informed periodically
ServiceDesk Plus Out-of-the-box reports | Scheduled reports | Email
Live dashboards | Custom reports automatically | Export
dashboard widgets reports as HTML, PDF, XLS,
and CSV files

Enable multiple
channels to Mine information about your
report issues service desk from the available
Multimodal ticket data
creation via email, Custom reports (tabular, matrix,
phone, self-service summary, and audit reports) |
portal, virtual agent, Query reports | Custom CI reports
and business apps
Integrations
Integrations in
ServiceDesk Plus
Integrations in Convert network alarms into tickets,
and have them automatically
ServiceDesk Plus categorized and assigned to
technicians

Continuously monitor servers and

databases, and log any alarms
instantly as service desk tickets
Integrations in Enable automated patch deployment,
software installation and uninstallation,
ServiceDesk Plus remote control sessions, and mobile device
management—all right from the service desk

Allow end users to unlock their AD

accounts and reset passwords from
within the self-service portal
Integrations in Empower service desk teams to perform a wide
variety of AD management tasks, like adding,
ServiceDesk Plus deleting, enabling, or disabling AD accounts right
from within ServiceDesk Plus

Allow service desk technicians to remotely

access users' accounts and devices securely
from their service desk without any manual
logging
 Gain better insights into your IT service desk
Integrations in operations by creating powerful reports and
ServiceDesk Plus dashboards instantly without the hassle of writing
complex database queries
[email protected]

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