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
  • Service Catalog

    ITIL ready Helpdask


IT Incident Management(Speed Up Ticket Resolution with Smart Automations)


Get an Incident Management Best Practices, Out of the Box

  • Offer end users multi-channel support by allowing them to create tickets via email, phone calls, and a web-based self-service portal. Automatically convert emails to tickets.
  • Manage and track all incidents easily with a defined process through the entire life cycle by configuring custom statuses.
  • Automatically assign tickets based on technician expertise or groups for accurate, timely resolutions and prevent recurrence of incidents.
  • Ensure timely resolutions by defining response and resolution SLAs with defined escalation paths.



Automate Ticket Workflow Process, Improve IT Help Desk Efficiency


  • Automate every step of the ticket life cycle right from categorization to technician assignment by using business rules.
  • Make sure that no ticket is left unassigned by automatically assigning tickets to technicians based on round robin or load balancing auto assign models.
  • Communicate better with end users with automated notifications that use custom email templates.
  • Reduce the rate of repeat incidents by defining closure rules to ensure effective resolution.



Meet SLAs on time, Guarantee End-User Satisfaction 

  • Improve resolution times by assigning incidents to technicians as soon as they are logged into the help desk.
  • Prevent SLA violations by enabling multi-level proactive response and resolution escalations.
  • Keep end users informed at every step of the incident management process using automated notifications.
  • Increase the end-user visibility of incident status and progress by providing information in the self-service portal.
  • Get regular end-user feedback and measure satisfaction levels by rolling out user surveys at predefined intervals.



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