Product/Technology: ManageEngine ServiceDesk Plus 7.6
Hardware, Software or Service: Software
Launched: November 2009 (Upgrade)
What it does? ServiceDesk Plus manages all your helpdesk needs and communications; say email phone-call or any other mode-of-ticketing from a single point. It makes your helpdesk management complete by providing an integrated asset management and ITIL good practices. It gives you a web-based self-service portal to manage your tickets effectively Business Rules to automate the ticket dispatch Service Level Agreements to manage the service-level escalations Alerts to inform the users and technicians Active Directory Integration to enable user authentication etc. ManageEngine ServiceDesk Plus is ITIL ready to help you implement incident problem change management and CMDB according to your organization's needs.
2010 Product Innovations - Network Products Guide
What makes it Innovative? ServiceDesk Plus is a single installable bundled software and it does not require any external dependencies like client application web server or database to install the software. It's a web-based software which can be easily accessed within your network using a browser. It gives 90% of the features at 10% price of the Big 4. Customers can get into production faster in a week's time with its quick implementation cycle. It helps to manage the helpdesk across the globe with a single installation of ServiceDesk Plus and there are no separate modules in ServiceDesk Plus. All the features are functionalities are integrated within the product which reduces the deployment time considerably.
Targeted Users: ServiceDesk Plus can be used to manage any kind of help desk.