Are you ready to elevate your customer IT support game and streamline your operations? Look no further!
In this guide, we’ll take you on a journey through the world of ManageEngine ServiceDesk Plus
We’ll introduce you to the software, give you an in-depth look at its features and capabilities, show you how it works, and guide you through the process of getting started with its installation and use. And that’s not all; we’ll also explore its fantastic integrations and how you can connect ManageEngine ServiceDesk Plus with other tools.
Let’s dive in!
Table of Contents
- Introduction to ManageEngine ServiceDesk Plus
- ManageEngine ServiceDesk Plus Software Details
- How does ManageEngine ServiceDesk Plus Works?
- Getting started with ManageEngine ServiceDesk Plus
- ManageEngine ServiceDesk Plus Integrations
- Final Words
1. Introduction to ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus (SDP) is a web-based help desk and IT Service Management (ITSM) solution. The software is designed to help businesses of any size manage the delivery and support of their IT service provided to their end users. This solution helps IT help desk teams monitor and manage service requests, incidents, problems, changes, and assets.
Key Features:
- Incident management
- Problem management
- Change management
- Service Catalog
- Configuration Management Database (CMBD)
- Asset management
- Knowledge management
- IT project management
- Reporting and analytics
- Integrations with other IT systems
ServiceDesk Plus provides IT help desk management characteristics such as ticket tracking and incident management to simplify the management and resolution of IT support requests. The software also provides “ITIL-aligned” features. “ITIL-aligned” software, such as ServiceDesk Plus, aligns with industry best practices. It comes with a wide range of different reporting and analytics capabilities that allow you to track and measure the performance of your IT service management. ITIL-aligned software also includes multiple modules (i.e., incident management, problem management, change management, etc.) to help control different components of the IT service delivery.
Aside from the above-mentioned “core features”, ManageEngine Service Desk Plus also provides other capabilities worth mentioning; for instance, a built-in asset discovery tool that automatically identifies and inventories hardware and software assets on the network. The software also allows end-users to easily submit and track service requests through a self-service portal, reducing the IT help desk team’s overhead and volume of service requests.
2. ManageEngine ServiceDesk Plus Software Details
ManageEngine is a comprehensive IT help desk solution. Below are some software details that will help you understand ManageEngine Service Desk Plus in more depth.
- Who can use ServiceDesk Plus Organizations of various sizes and industries can use ManageEngine ServiceDesk Plus to manage and track customers’ IT support requests, incidents, and problems. The software is designed for IT Service Desks or Customer Service Teams, but other departments like HR, finance, marketing, and operations are welcome to use it.
- Significant and recent awards ManageEngine ServiceDesk Plus was named “A Challenger” in Gartner’s 2022 Magic Quadrant for ITSM platforms. It has been in the same position for three years in a row. It was also named Gartner Peer Insights Customers’ Choice for IT Service Management Tools in 2020 and a leader in the SoftwareReviews’ Data Quadrant Awards for IT Service Management in 2020.
- Customer support ManageEngine ServiceDesk Plus offers three levels of customer support: Free, Classic, and Premium. Free support includes access to online resources, email and chat support, and technical assistance for minor issues. Classic support which is included for free with the subscription provides email and chat support, access to online resources, and access to ServiceDesk Plus’s experts. Premium support, which is available at an additional cost (from the subscription), includes faster response times, 24/7 assistance, and telephone support.
- Editions, pricing, and trials ManageEngine ServiceDesk Plus is available in three different editions, including the Free, Professional, and Enterprise editions. The cost of the professional and enterprise editions depends on how many technicians or agents use the software and how much support is needed (Classic or Premium). The professional and enterprise editions both offer a free trial.
- Deployment options ManageEngine ServiceDesk Plus is available as a cloud-based or on-premises software. Both versions have the same IT help desk and ITSM features and capabilities but have critical differences in how the software is hosted, delivered, and maintained and their integrations, system requirements, and pricing. Another key difference is that ServiceDesk Plus cloud is available as a mobile app on Android and iOS.
3. How does ManageEngine ServiceDesk Plus Work?
ManageEngine ServiceDesk Plus provides a central interface for customers, employees, contractors, etc., to submit and track their IT support requests. These users can submit requests via email, a web-based self-service portal, or the software’s mobile app. Through the self-service portal, users can log incidents and request changes. Once an IT service request has been submitted, it can be automatically assigned to the appropriate IT support agent (technician) based on the type of issue and the agent’s skills.
At its base, ServiceDesk Plus has all the capabilities of an IT help desk software, allowing users to create, assign, and track customer IT support requests throughout the entire support process. The software also includes “ITIL-based” modules to enable agents to efficiently manage and resolve customer issues. With these modules, technicians can create and assign incidents based on the issue’s severity, track the incidents’ progress, and fix them promptly.
The best is that IT support teams can manage problems and changes from a centralized location. They can also create and share knowledge base articles with customers to help them resolve common issues independently. Last but not least, ServiceDesk Plus also provides reporting and analytics features that give businesses insight into the performance of their support services and operations, including metrics such as first response time, resolution time, and customer satisfaction.
4. Getting started with ManageEngine ServiceDesk Plus
There are two ways to deploy the ManageEngine ServiceDesk Plus software, one by running the fully-hosted cloud-based version or two by installing the software on your premises (either local network, private cloud, public cloud, etc.).
The most straightforward way to start with ManageEngine ServiceDesk Plus is by signing up to Zoho for a free trial of the Service Desk Plus cloud-based version. For this trial, you won’t need any hosting infrastructure or giving credit card information.