ServiceDesk Plus

ServiceDesk Plus is the comprehensive IT help desk and service management platform trusted by companies like NASA, BMW, and thousands of IT organizations worldwide to implement ITIL best practices while automating routine tasks and empowering end-users through self-service capabilities. Developed by ManageEngine as an enterprise-grade ITSM solution, ServiceDesk Plus transforms traditional IT support into strategic service delivery that drives business efficiency.

Built with ITIL framework integration and continuously enhanced since 2004, ServiceDesk Plus has become the preferred choice for IT teams that need comprehensive service management without the complexity of enterprise platforms. Organizations like Sony, various government agencies, and growing businesses rely on its automated workflows, asset management, and self-service portal to reduce ticket volume while improving service quality and IT team productivity.

IT service teams choose ServiceDesk Plus when they need complete ITSM capabilities that go beyond basic ticketing to include change, asset, and project management. The platform’s ITIL compliance, automation engine, and multi-site support make it ideal for organizations that want to transform reactive IT support into proactive service delivery while maintaining the governance and compliance standards that enterprise operations require.

Key Features

• Complete ITSM Suite - Incident, problem, change, asset, and project management with ITIL-compliant workflows and processes • Intelligent Automation Engine - Automated password resets, software installations, and routine task execution to free IT staff for strategic work • Comprehensive Self-Service Portal - Service catalog, knowledge base, and request tracking that empowers end-users and reduces ticket volume • Integrated Asset Management - Complete hardware and software inventory with lifecycle tracking, contract management, and purchasing workflows • Built-in Remote Support - Native remote desktop capabilities and system monitoring integration for faster issue resolution • Advanced Multi-Site Support - Distributed IT team management with site-specific workflows, technician assignments, and reporting • Flexible Deployment Options - Cloud and on-premise deployment with data security compliance and customization capabilities • Enterprise Integration Platform - API access and connectors for Active Directory, monitoring tools, and business applications

Pros and Cons

Pros

• Comprehensive ITSM functionality rivals expensive enterprise platforms at accessible pricing • Strong automation capabilities significantly reduce manual work and improve IT team efficiency • ITIL compliance provides structured framework for professional IT service delivery • Excellent self-service portal reduces ticket volume while improving end-user satisfaction • Flexible deployment options accommodate various security and compliance requirements

Cons

• Learning curve can be steep for teams new to comprehensive ITSM practices and workflows • Advanced features require configuration and may need dedicated ITSM expertise to optimize • Interface may feel complex compared to simpler help desk solutions for basic support needs • Customization depth requires technical knowledge for complex workflow and integration requirements • May be overkill for small IT teams with simple support requirements and limited processes

Get Started with ServiceDesk Plus

Transform your IT operations with the comprehensive ITSM platform trusted by NASA, BMW, and IT professionals worldwide. Visit manageengine.com/products/service-desk to start implementing ITIL best practices with automation and self-service capabilities.