Empower your IT team with automation.
What it does?
ManageEngine ServiceDesk Plus is an IT service management (ITSM) and help desk platform that helps organizations manage IT services, support tickets, assets, and workflows in a centralized system. It includes capabilities such as incident management, asset tracking, change management, service catalog, and project management, all aligned with ITIL best practices.
How to use it?
It should be used when organizations need to standardize and optimize IT support operations, especially in environments with high volumes of service requests, asset management needs, or structured IT processes. It is also suitable when implementing ITIL-based service management across IT and other business departments.
How to deploy it?
The solution can be deployed either in the cloud or on-premises, giving organizations flexibility based on their infrastructure and security needs. It is designed to be scalable and can be configured with integrations, automation, and customizable workflows to fit different business environments.
What are the benefits?
Improves efficiency with automation, AI-driven features, and structured ticket management.
Provides full visibility of IT assets, services, and performance
through centralized management. Enhances service quality and user satisfaction with SLAs, self-service portals, and analytics.
Features of IT help desk and service desk software
Incident Management
Reduce disruptions, improve agent productivity, meet Customized Service Level Agreements (SLAs), and manage the complete IT ticket lifecycle.
Asset Management
Optimize the use of your assets, avoid vulnerabilities, and ensure compliance with your license.
Project Management
Create projects, manage resources, track their progress, and integrate IT projects with requests and changes to adjust the overall delivery of IT services.
Problem Management
Analyze root causes and reduce recurring incidents to increase IT help desk productivity.
CMDB
Visually build relationships between CIs and analyze the business impact of any disruption or change implementation.
Service Catalog
Present your available services to end users, with customized service level agreements (SLAs) and multi-stage approvals.
Change Management
Simplify planning, approval, and implementation with automated workflows.
Enterprise Management
Extend proven ITSM best practices to other business functions such as human resources and finance.
IT Release Management
Make your releases work in tandem with your change management process.
Achieve unprecedented efficiency with AI and ML
Generative AI
Unlock a range of features designed to improve efficiency and overall user experience with intelligent assistance powered by generative AI.
Microsoft Copilot
Transform the way your technicians and end users work, communicate, and collaborate by enabling Microsoft Copilot to work alongside ServiceDesk Plus.
Conversational virtual agent
Empower end users with AI-enhanced personalized conversations that lead to helpful self-service.
Predictive intelligence
Anticipate outcomes and make accurate decisions easily by leveraging Zia's predictive intelligence and save your technicians time.
Zia for ITSM
Streamline service delivery processes and improve support experiences for both technicians and end users with Zia, our native AI assistant.
From requests to resolution, all in one place
How Service Desk Plus works?
CalibrAIte powers the next generation of Quality Assurance in BPO
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