ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is a comprehensive IT service management (ITSM) platform designed to streamline IT support, asset management, and service delivery for businesses of all sizes.



This AI-powered cloud-powered platform is today widely recognized for its ability to centralize IT operations, automate routine tasks, and enhance productivity through its robust suite of tools.

Modern businesses can use ITSM tools like this to take full control over not only daily operations, but also incident management, problem management, change management, and asset management capabilities.

These features enable IT teams to resolve issues faster, maintain compliance, and optimize resource utilization.

Today, this ManageEngine ServiceDesk Plus for PC app is widely used across industries, including healthcare, education, finance, and manufacturing, to improve IT service delivery and reduce downtime.

Some of its most notable customers include famous brands such as Honda, Siemens, Digicel, Lenskart, and others.

Features

All-in-One IT service management platform – Take full control over the daily business operations with integrated tools for IT support, asset management, and much more.

Incident Management – Automatic ticket creation, tracking, and resolution services that supercharge the daily productivity of IT technicians.

Problem Management – Identify root causes of recurring incidents to prevent future disruptions.

Change Management – Ensures smooth implementation of process changes with approval workflows and risk assessment tools.

Asset Management – Comprehensive tracking of hardware and software assets.

Self-Service Portal – Provides end-users with a modern web portal to submit tickets, search knowledge bases, and resolve issues independently.

AI and ML Services – Large offering of modern cloud services for prediction ticket volumes, automating responses, and more.

Enterprise-grade CMDB (Configuration Management Database) – Maintain a centralized repository of IT infrastructure components and their relationships for easier IT and network management.

Reporting and Analytics – Customizable dashboards promote actionable reports for real-time insights into IT performance.

Mobile App – Manage tickets and assets on the go from inside the official mobile app.



Installation and Setup

This cloud platform can be easily tested by businesses of all sizes, without the need to deploy local apps on their on-premise hardware. Cloud users can access the web app's main dashboard directly from any modern web browser.

The initial configuration includes defining user roles, setting up SLAs, and integrating with existing IT systems.

For newcomers, the platform also offers a guided setup wizard to help new users get started quickly.

How to Use

After the setup is complete, using this web app is highly intuitive thanks to its user-friendly interface and comprehensive documentation.

IT administrators can easily create and manage tickets, track assets, and generate reports from the centralized dashboard. The platform’s numerous automation features (such as ticket routing and escalation) can dramatically reduce manual effort and ensure timely resolution.

Advanced users can also leverage AI and ML capabilities to predict issues and automate repetitive tasks, further enhancing efficiency.

End-users are empowered to access the self-service portal to submit tickets, check their status, and find solutions in the knowledge base.

User Interface

The user interface of ServiceDesk Plus is clean, modern, and highly functional. The main dashboard provides a centralized view of all critical metrics, including open tickets, SLA compliance, and asset status.

Navigation is intuitive, with clearly labeled menus and quick access to frequently used features in tabs such as Home, Dashboard, Requests, Problems, Changes, projects, Solutions, Maintenance, Accounts, Assets, and CMDB.

The platform also offers a degree of dashboard customization, allowing users to tailor the interface to their specific needs.

FAQ

What is ManageEngine ServiceDesk Plus?
It is a fully featured ITSM platform designed to streamline IT support, asset management, and service delivery.

Is it safe?
Yes. The app includes support for encryption, role-based access control, and regular security updates.

When did this app come out?
ServiceDesk Plus was first released in the summer of 2006 and has since evolved into a leading ITSM solution.

Was this app a success?
Yes, it is widely used by organizations worldwide and has received positive reviews for its functionality and ease of use.

Alternatives

SolarWinds Service Desk – A comprehensive ITSM solution with strong asset management and automation capabilities.

Freshservice – A cloud-based ITSM platform known for its intuitive interface and AI-powered automation.

Zendesk – A well-known customer service platform originally released in 2006.

Pricing

Standard: Starts at $13/technician/month (billed annually).

Professional: Starts at $27/technician/month (billed annually).

Enterprise: Starts at $67/technician/month (billed annually).

Addons: CMDB, Service Catalog, Project Management, Problem Management, Change and release management, and Live chat service.

Prices elevate depending on the number of requested technicians and nodes (from 2 techs and 250 nodes all the way to 200 technicians and 3000 nodes).

System Requirements

This cloud service does not force businesses to strain their local hardware with request processing.

A local version requires a minimum of a modern quadcore CPU, 16GB of RAM, 500 GB SSD, and a fast broadband internet connection.

PROS

• Comprehensive cloud-powered ITSM platform.
• Intuitive and customizable user interface.
• Strong AI and ML capabilities.
• Flexible deployment options (cloud and on-premise).
• Affordable pricing tiers for businesses of all sizes.

CONS

• The steep learning curve for inexperienced users.
• Limited third-party integrations.
• On-premise deployment requires more technical expertise.

Conclusion

ManageEngine ServiceDesk Plus is a powerful and versatile ITSM platform that caters to the needs of businesses across industries with a fully featured toolset for managing a modern digital enterprise environment.

Whether you’re a small business or a large enterprise, this popular solution with almost 20 years of market experience offers the tools and flexibility needed to optimize IT operations and deliver exceptional service.