Wednesday, 01 November 2017 10:53

ServiceDesk Plus goes beyond IT


ManageEngine's ServiceDesk Plus SaaS service desk can now apply IT service management (ITSM) practices to non-IT functions.

The cloud version of ServiceDesk Plus has been updated to launch and manage multiple service desk instances on the fly, allowing proven ITSM best practices to be applied to business functions for non-IT departments such as HR, facilities and finance.

Built-in templates are provided for various business processes, with the option of codeless customisations.

Departments within an organisation provide various services to employees, and although these services differ, the underlying processes and workflows are typically similar to IT services.

Yet even when organisations often implement ITSM workflows within their IT departments, they rarely take advantage of ITSM best practices to manage service delivery across other departments.

"Traditionally, the best practices of service management have only been available to the IT functions of an organisation," said ManageEngine director of product management Rajesh Ganesan.

"Other departments, despite the mandate of servicing end users, make do with processes and tools unique to their domain while not tapping into established standards followed by IT.

"ServiceDesk Plus takes the collective lessons from IT and brings an integrated approach to service management that cuts across different departments to deliver a consistent user experience and provide centralised visibility of all services."

ServiceDesk Plus makes it easier and quicker to deploy ITSM-style service management for other business functions by making it possible to create and roll out a service desk instance in less than a minute, with prebuilt templates and service catalogues, codefree customisation, and a single enterprise directory.

End users benefit by being able to use a single portal to access all the services that are relevant to them.

The updated ServiceDesk Plus cloud version is available immediately in Free, Standard, Premium and Enterprise editions (see here for pricing).

A free, fully functional, 30-day evaluation edition is available.


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Stephen Withers

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Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.



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