Standard Edition
Professional Edition
Enterprise Edition
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Advanced Editions:
This edition of ServiceDesk Plus Help Desk Software includes Asset Management that lets you scan your assets, softwares and their license details. This helps you manage the complete life cycle of your assets, also making sure that you renew your contracts on time.
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Advanced Edition:
This ITIL-ready Help Desk edition helps you implement ITIL with out-of-the-box modules such as: Problem Management, Incident Management, Change Management, Service Catalog and centralized CMDB.
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Authenticate users using windows login credentials or Active directory credentials. Users need not remember another password; we know they are bad at it. You can also easily import user info into ServiceDesk Plus for a quick look up on phone number or email.
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Get all your helpdesk emails, phone calls, web form requests etc at one single place. With ServiceDesk Plus, you can convert all your helpdesk emails into tickets and log request for all phone calls or walk-in or web-form requests.
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With Rich HTML editor in ServiceDesk Plus, your request can say all the details you want with inline images. Helpdesk communications can now have more details, less words, and no ambiguity.
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Capture all communications between the requester & technician as
conversation threads. Searching all request related information now becomes easy and saves time. ServiceDesk Plus also allows you to merge, split or link different requests.
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Automatically route all requests into different classifications and spend more time on request resolution. With Business Rules, you can classify the request automatically into different categories, levels, modes,
technicians etc., and define a unique flow for each request type.
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Help technicians work on a request without any delay even when they are not available at their desk. ServiceDesk Plus helps you to enable email and SMS notifications and keep your technicians to be on the same page whenever a request is created, assigned or updated.
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SLA helps you prioritize right, understand what affects business and resolve it within the time. With ServiceDesk Plus you can set up SLA´s easily and define up to 4 levels of escalations before or after the deadline.
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Present users with simple and easy forms based on the issue to be reported and avoid lengthy forms. With ServiceDesk Plus, you can configure different forms with specific fields which are relevant only to a type of issue. Adding new requests can now be quick and easy, as it involves no extra time for entering the unwanted information.
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Asset Management
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Get the complete asset information and keep your inventory up to date. Access and scan your workstations like Windows, Linux or Mac and other network devices like Printers, Switches, Routers or Access Points independent of their location through agent-less, agent-based or a distributed asset scan.
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Scan and get the entire list of software used in your network and classify them according to the software types. Have an optimized list of software for your audits by finding the prohibited software installed in different workstations and uninstalling them.
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Make your software audit easy by keeping the software license compliance up-to-date. Manage different types of software licenses like individual, enterprise, volume or CAL and maintain software license compliance for the managed software by getting the exact no. of installations and purchases you made.
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Decision making for software purchases can be made easy by Software Usage Tracking. ServiceDesk Plus helps to identify the unused and frequently used software in your network and helps you save money on the software purchases.
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Make your ticket and asset lifecycle complete by tracking all the purchases associated with it. A clear info on what is being purchased and from which vendor, will also help you avoid duplications and reduce the spending. ServiceDesk Plus helps you manage the complete lifecycle of a purchase order and eliminate the paperwork; creating the PO, submitting for approval, receiving invoice, making the payment and receiving the items.
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Get reminded of the contract renewals before it is expired. Technicians can be free of maintaining a calendar for renewing the contracts. You can track all the available asset or software license contracts in ServiceDesk Plus and get notified for the renewals.
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ITIL Ready
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Prioritize and manage all incidents effectively with a predefined flow to restore services back to normal. Search all available workarounds and solutions easily with the help of integrated knowledgebase system.
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Classify your incidents into problem at the right time and prioritize it for further root cause analysis. ServiceDesk Plus helps in changing a problem to know-error and suggesting a workaround. Users can browse through these know-error records and workarounds to resolve the incidents themselves.
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ServiceDesk Plus helps you to handle pre-approved changes and changes with complete approval cycle. Forward schedule of changes allows you to keep a close look at all the scheduled changes and keep everyone informed when the service will be down for maintenance.
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Having a menu of available services is critical for raising a new service request. This available list of services can be for a new laptop, new software, file permissions, or even adding a new employee to a department. A help desk without a Service Catalog will not give users the information about the list of services and the time taken for the service delivery.
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Get the complete asset information related to any incident, problem or change easily with ServiceDesk Plus. Manage the complete dependencies between your assets, users, software and other asset components and update the asset details automatically whenever any change is carried out.
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