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.


Best practice ITSM workflows
Powerful integrations with IT management apps
Smart automation
Extensive reporting capabilities
Codeless customizations
Deploy on cloud or on-premises

Features

ITIL READY



Incident Management

Reduce outages, improve agent productivity, meet SLAs, and manage the complete life cycle of IT tickets

Asset Management

Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

Project Management

Create projects, manage resources, track progress, and integrate projects with requests and changes to fine-tune your overall IT service delivery.

Problem Management

Analyze root causes, reduce repeat incidents, and boost your IT help desk's productivity.

CMDB

Visually build relationships between CIs and analyze the business impact of any outages or change implementations.

Service Catalog

Create projects, manage resources, track progress, and integrate projects with requests and changes to fine-tune your overall IT service delivery.

Change Management

Streamline planning, approval, and implementation with automated workflows.

Enterprise Service Management

Extend proven ITSM best practices to HR, finance, and other service delivery areas.

IT Release Management

Make your releases work in tandem with your change management process.

SELF-SERVICE



Self-service Portal

Facilitate easy request creation, and keep end users informed on ticket progress and approvals.

Live Chat

Allow real-time collaboration and interaction between technicians and end users through the in-product live chat.

Knowledge Base

Allow end users to solve repeat incidents with known solutions, helping deflect tickets from your service desk.

Customized Domains

Make your self-service portal easily accessible to your end users by publishing it in a custom URL within your organization's domain.

Native Mobile Apps

Take your service desk wherever you go with ServiceDesk Plus' iOS, Android, and Windows apps.

Zoho Cliq

Leverage Zoho Cliq, a team communication tool from Zoho, as an effective support channel for your service desk.

Active Directory user self-service

Enable password resets, Active Directory account unlocks, and updates from an end-user service desk portal.

Help desk Mobile Apps

Get support any time and anywhere, right from your mobile devices.

AUTOMATION



Business Rules

Simplify yourincident workflowsby performing criteria-based actions on incoming requests.

Tech Auto-assign

Automatically assign tickets based on technician availability with round robin or load-balancing methods.

Smart Notifications

Create projects, manage resources, track progress, and integrate projects with requests and changes to fine-tune your overall IT service delivery.

SLAs and Escalations

Ensure timely service delivery and incident resolutions with custom SLAs and proactively enable multi-level escalations.

Preventive Maintenance Tasks

Automatically create requests with all request parameters defined at scheduled frequencies for regular maintenance activities.

Email to Ticket

Convert email requestsand incidents to tickets automatically and enjoy automated ticket routing to the right technicians.

Request Life Cycle

Visually design the complete life cycle of a ticket with various statuses and transitions using a simple drag-and-drop canvas.

Visual Change Workflows

Design change workflows on a drag-and-drop canvas with multiple stages and statuses, and actions like notifications, field updates, and approvals.

Data Archiving

Preserve your data while de-cluttering your IT help desk by scheduling automatic data archiving in periodic intervals.

ASSET MANAGEMENT



IT Asset Discovery

Discover and import all your asset information into your service desk with multiple scanning techniques.

IT Asset Tracking

Schedule periodic scansto get updates on your network and to track hardware or software changes on individual work stations.

Software Asset Management

Manage all aspects of your software assets including purchasing, deployment, maintenance, utilization, and disposal.

Software License Management

Identify and eliminate unused licenses, plan future software purchases, and ensure software compliance.

Asset Loan

Manage and track temporarily-loaned assets to users during the loan period.

System Tools Integration

Take remote control of workstations and perform actions including software upgrades, file transfers, session recording, and remote shutdowns.

Purchase and Contracts Management

Automate your supplier interactions, including purchases and maintenance contracts, with full traceability and visibility.

Inventory Catalog

Build your IT product catalog and categorize products based on types and subtypes.

NATIVE IT INTEGRATIONS



Endpoint Management

Perform desktop and mobile device management activities right from your ServiceDesk Plus console with the Desktop Central integration.

Applications Monitoring

Keep your IT technicians informed about app and server anomalies with the Applications Manager integration.

Active Directory User Self-service

Extend ticketing capabilities of your IT service desk to includeAD user managementactivities using the ADManager Plus integration.

Privileged Access Management

Ensure maximum compliance with strict authentication processes for remote sessions from your service desk with the Password Manager Pro integration.

Advanced Analytics

Create insightful reports and dashboards from your IT help desk data, without writing a single line of code, using this simple drag-and-drop user interface

Network Monitoring Management

Automatically convert network alerts in OpManager Plus to service desk tickets and notify technicians about any network outage or alarms.

360°ITSM

Manage and monitor your networks, desktop and mobile devices, and Active Directory all from within your IT help desk.

Zia for ITSM

Reduce response times and improve end user satisfaction rates with Zia, the conversational virtual support agent for your IT service desk.

Cloud-based Performance Monitoring

Track the health of your cloud infrastructure and resources by proactively monitoring issues with your servers using Site24x7.

REPORTS AND DASHBOARDS



Native Reporting

Use out-of-the-box reports or generate custom reports across modules with a few clicks.

Inventory Reports

Generate custom, query, and preconfigured reports and track key metrics to stay on top of your IT asset management.

Insightful Reports

Perform deep dive analyses on your IT service desk data and generate visually-rich reports and dashboards on a drag-and-drop canvas.

Surveys and Survey Reports

Create and launch general surveys or surveys related to specific request types.

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