ManageEngine ServiceDesk Plus-Features

 IT Service Management Software (ManageEngine ServiceDesk Plus) based on ITIL Framework Features

The Best Software Solution for the Management of IT Services in IT-centric Organizations based on ITIL v3 Best Practices


About ServiceDesk Plus

ManageEngine's flagship product, ServiceDesk Plus, is an ITIL-ready service desk software used by ITSM professionals worldwide. With industry-certified best practice ITSM functionality, easy-to-use capability, and native mobile apps, ServiceDesk Plus leverages the latest technology to help IT support teams deliver world-class service to end users with reduced costs and complexity. Available in both cloud and on-premises versions, the software is available in three editions, and 29 different languages. Over 100,000 organizations across 185 countries trust ServiceDesk Plus to optimize their IT service desk performance and be future-ready in their IT service management operations.


IT help desk software

ServiceDesk Plus is a game changer in turning IT teams from daily fire-fighting to delivering awesome customer service. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime. For 10 years and running, it has been delivering smiles to millions of IT folks, end users, and stakeholders alike.

What is an IT help desk?

IT help desks are at the front-end of delivering the variety of IT services provided by the IT department in an organization. It typically serves as the single point of contact (SPOC) for any requirement, issue or assistance that the employees (end users) need in availing technology services. In mature organizations, the IT help desk guarantees timely assistance and prompt resolution of issues by defining and publishing their assured service levels. Delivering such high levels of service and end user experience is critical for any organization to meet their business goals and increase their leverage in the market.

What is an IT help desk software?

To facilitate the IT help desk goals of the organization, IT teams typically deploy an IT help desk software which can help manage the IT ticket lifecycle, automate routine tasks, and optimize their processes and workflows, directly resulting in increased productivity and reduced costs, and yet provide better service levels and customer experience.


Some of the key features of IT help desk software include:

  • Incident and service request management

    Manage the life cycle of any issues or requests for service raised by end users.

  • Problem and change management

Manage the life cycle of a problem or change ticket from its creation to closure.

  • Self-service portal

Allow users to resolve routine problems on their own, reducing the help desk staff's workload.

  • Service level agreement (SLA) management

Manage the quality and timeliness of services provided to end users.

  • Asset management

Manage the quality and timeliness of services provided to end users.



Enterprise help desk software


  • Highly feature-rich help desk ticketing software that supports a number of complex modules is classified as enterprise help desk software.
  • Enterprise help desk ticketing software can be customized to fit a particular organization's or industry's workflows.
  • Since enterprise ticketing system software supports a wide number of complex modules, it goes beyond simple IT support and helps improve the overall efficiency of an organization.
  • Usually enterprise help desk systems are part of service desk management software, coming bundled with other modules like CRM.




Help desk vs Service desk

Up until the introduction of Information Technology Infrastructure Library (ITIL) version 3 in 2007, the two terms—help desk and service desk—were mostly used interchangeably. Since then, this practice has changed within the ITSM industry, but to the average end user the difference still remains blurry. Based on the ITIL v3 description of the two terms, there are a few key differences between help desks and service desks:

Help desk software

Service desk software

Help desks are user-centric     Service desks are business-centric
Help desks are point solutions     Service desks are integrated
Help desks are reactive in nature     Service desks are more proactive  
Help desks are for end users     Service desks are for both technicians and end users      

Help desks are a subset of service desks


- ITIL Features

Information Technology Infrastructure Library (ITIL) is a framework of best practices to manage IT operations and services defined in mid 1980s by Government of Commerce, UK. ITIL 's main objective is to align business and Information Technology but allows organization to implement what is relevant to their business.


ITIL's IT Service Support Module offers best practices to make sure IT Services to be highly available. ManageEngine ServiceDesk Plus Enterprise Edition implements IT Service Support modules.

  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management Database (CMDB)
  • IT Project Management
  • IT Service Catalog

    ManageEngine's Approach to ITIL

    Most ITIL solutions in the market are too complicated. Let's take an example where a customer wants to implement an ITIL solution. First, customers have to get ITIL consulting to define ITIL processes and align it with business goals. The next task is to buy ITIL software; most ITIL solutions offer incident, problem, and change management as different modules. Even after choosing the software it takes months for product consultants to implement the process. The cost and time factor to implement an ITIL solution drives SMBs (Small and Medium Businesses) away.ManageEngine's mission is to make ITIL simple so that every business can benefit from it. ManageEngine automates ITIL Service Support, without expensive consultants or shelling out on customization. When you install the products, you will get the ITIL Service Support framework with Incident, Problem, Change and Release Management framework built over a Configuration Management Database (CMDB). You can get started from day one, with minimal configurations to suit your needs.

    What is ITIL? Facts and not History

    A little history is essential here. ITIL is a framework of best practices to manage IT operations and services defined in the mid-1980s by the Government of Commerce, UK. ITIL's main objective is to align business and Information Technology, allowing organizations to implement what is relevant to their business. ITIL is just a documented common sense from years of learning from helpdesk managers around the world.

    ITIL is not about Complicated Process Maps

    ITIL is not about complicated strict process maps. You should not follow someone else's process or the processes defined in some book. When you learn ITIL, don't start drawing detailed process maps for all the modules, taking it to consultants to ask whether they are in line with the ITIL specifications. The Truth is that consultants cannot help you without understanding how your support works.

    ITIL Service Support will be our focus

    Today, IT Helpdesk is the lifeline of any business from small to large, and most IT managers and helpdesk managers are struggling to have an efficient and productive helpdesk. We will focus on this problem here. As ITIL Service Support offers the best practices framework for IT helpdesk, let us see how ITIL can help helpdesk managers and IT managers. ITIL's IT Service Support Module offers best practices to make sure IT Services are highly available. ManageEngine ServiceDesk Plus Enterprise Edition implements these IT Service Support modules.

    ITIL ready Helpdask



Features and Capabilities of Manage Engine Service Desk Plus

ITIL Supporting Help Desk System with Asset and Project Management


Project Management

IT Project Management



IT Change Management


problem management

IT Problem Management


incident management

IT Incident Management


Service Catalog

IT Service Catalog





Business Rules

Business Rules


Automatic Ticket Dispatch

Automatic Ticket Dispatch


Data Archiving

Data Archiving


Contract Management

Contract Management


User Portal

Self-Service Portal


Purchase Order Tracking

Purchase Management


Knowledge Base
Knowledge Base



(Service Level Agreement (SLA


Help Desk Notifications

Help Desk Notifications


User Survey

User Survey


Multi-Site Support

Multi-Site Support


System Tools

System Tools


IT Asset Discovery

IT Asset Discovery


Agent Scanning

Agent Scanning


Email Commands

Email Commands


IT Asset Tracking
IT Asset Tracking


Asset Management Solution
IT Asset Inventory Management


Software Asset Management
Software Asset Management


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