ServiceDesk Plus Editions
Standard Edition Professional Edition Enterprise Edition
(IT help desk (help desk + asset ®
Features (help desk + ITIL +
software) management) asset + project)
Help Desk ✓ ✓ ✓
Manager Dashboard ✓ ✓ ✓
Automatic email to ticket ✓ ✓ ✓
Active Directory Integration ✓ ✓ ✓
LDAP Integration ✓ ✓ ✓
Import from CSV files ✓ ✓ ✓
User Survey ✓ ✓ ✓
Complete History of Request ✓ ✓ ✓
Multi-Site Support ✓ ✓ ✓
Scheduler ✓ ✓ ✓
Remote Desktop Sharing ✓ ✓
IT Help Desk Reports ✓ ✓ ✓
Canned Reports ✓ ✓ ✓
Customizable Reports ✓ ✓ ✓
Query Builder ✓ ✓ ✓
Scheduled Reports ✓ ✓ ✓
Export as CSV, XLS & PDF ✓ ✓ ✓
Automatic Dispatch ✓ ✓ ✓
SLA Management ✓ ✓ ✓
Priority Matrix ✓
Load Balancing ✓ ✓ ✓
Auto Device Discovery ✓ ✓
Agent-based scanning ✓ ✓
Distributed asset scan ✓ ✓
Notify Technicians ✓ ✓ ✓
Holidays / Operational Hours ✓ ✓ ✓
Knowledge Base ✓ ✓ ✓
Self Service Portal ✓ ✓ ✓
API Integration ✓ ✓ ✓
Asset Management ✓ ✓
IT Project Management Add-on ✓
Purchase Management Add-on ✓ ✓
Contracts ✓ ✓
CMDB Add-on ✓
Service Catalog Service Request
Approval Add-on Add-on ✓
Incident Management ✓ ✓ ✓
Custom Request Form Templates ✓ ✓ ✓
Problem Management
Password Reset Tool Add-on Add-on Add-on
Fail Over Service Add-on Add-on Add-on
Flash Reports ✓ ✓ ✓
Operating System Support
Windows ✓ ✓ ✓
Linux ✓ ✓ ✓
Database Support
Postgre SQL ✓ ✓ ✓
MySQL ✓ ✓ ✓
Executive summary:
This document describes ManageEngine Service Desk Plus .
ServiceDesk Plus is a help desk software with integrated asset management built on ITIL framework. More than
20,000 IT managers worldwide use ServiceDesk Plus to manage their IT help desk and assets. ServiceDesk Plus is
available in 29 different languages.
Incident management
Reduce outages, improve agent productivity, meet SLAs, and manage the complete life cycle of IT tickets. Automate
ticket workflows to let your IT technicians focus on other important tasks.
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Knowledge base
Empower end users to solve repeat incidents with a knowledge base to deflect tickets from your IT help desk.
Narrow your search using keywords and topics.
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Self-service portal
Facilitate easy request creation, keep end users informed on ticket progress and approvals with automated
notifications, and make company-wide announcements of outages.
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IT asset inventory management
Discover and maintain your IT asset inventory with efficient auto-discovery. You can discover IT assets from
Windows, Linux, Mac, AIX, and Solaris, as well as printers, routers, switches, and more
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Software asset management
Manage all aspects of your software assets including purchasing, deployment, maintenance, utilization, and disposal.
Identify and eliminate unused software to reduce IT costs.
Software license management
Identify and eliminate unused licenses, plan future software purchases, and ensure software compliance. Reduce the
costs and risks associated with over and under-purchased licenses.
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CMDB
Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact
of changes and outages for informed decision making.
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Contract management
Manage contracts with different vendors seamlessly. Track IT hardware and software contracts to improve
compliance, associate assets, and receive proactive notifications for contract expirations.
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Purchase order management
Automate your supplier interactions and IT purchases with full traceability and visibility, maintain master records for
various vendors, track purchases from ordering to receipt and invoicing, reduce delays, and cut unnecessary
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Service catalog
Showcase your available IT services to end users and give a new face to your IT. Create and publish your service
catalog with custom service-level agreements (SLAs) and multi-stage approvals.
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Problem management
Classify, analyze, and close problems. Analyze root causes and reduce repeat incidents to boost your IT help desk's
productivity.
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Change management
Streamline planning, approval, and implementation with automated workflows. Eliminate unauthorized and failed
changes.
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IT project management
Create projects, manage resources, and track progress. Integrate IT projects with requests and changes to fine-tune
overall IT service delivery.
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Help desk reports
Generate more than 150 built-in, custom, query, and flash reports pertaining to various IT help desk modules
including requests, problems, changes, assets, surveys, contracts, and purchases.
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