ManageEngine ServiceDesk Plus Enterprise is an IT service management (ITSM) solution that helps organizations effectively manage their IT services and support. It is developed by ManageEngine, a division of Zoho Corporation. ServiceDesk Plus offers a wide range of features to streamline IT service delivery, automate routine tasks, and enhance overall efficiency. Here are some key aspects of ManageEngine ServiceDesk Plus Enterprise:
Incident Management:
Track and manage incidents reported by users.
Automate incident resolution workflows.
Prioritize and categorize incidents based on their impact and urgency.
Problem Management:
Identify and address the root causes of recurring incidents.
Implement solutions to prevent future occurrences of known problems.
Change Management:
Manage and control changes to the IT infrastructure.
Ensure that changes are planned, tested, and documented.
Minimize the impact of changes on IT services.
Asset Management:
Maintain a centralized repository of all IT assets.
Track hardware and software inventory.
Manage the lifecycle of assets from procurement to retirement.
Service Catalog:
Provide a user-friendly interface for users to request IT services.
Define and publish a catalog of available services.
Self-Service Portal:
Empower end-users to log incidents, request services, and access knowledge base articles through a self-service portal.
Knowledge Base:
Create and maintain a repository of knowledge articles.
Enable users to find solutions to common issues independently.
Service Level Agreement (SLA) Management:
Define SLAs to ensure timely resolution of incidents and service requests.
Monitor and report on SLA compliance.
Automation and Workflow:
Automate routine tasks and workflows to improve efficiency.
Implement business rules for ticket routing and escalation.
Integration:
Integrate with other IT management tools and third-party applications.
Connect with monitoring tools, email systems, and collaboration platforms.
Reporting and Analytics:
Generate reports and dashboards to gain insights into IT service performance.
Monitor key performance indicators (KPIs) and trends.
Mobile Access:
Provide mobile access for users and technicians to manage tickets and approvals on the go.
ServiceDesk Plus is available in different editions, with the Enterprise edition offering advanced features suitable for larger organizations with complex IT environments. It's important to refer to the official documentation and contact ManageEngine for the most up-to-date information on features and capabilities.
Operating System:
- Windows: XP/Vista/7/8/8.1/10/11 x64bit
- Memory (RAM): 1 GB of RAM required.
- Hard Disk Space: 150 MB of free space required.
- Processor: Intel Dual Core processor or later.
- Size 386MB