ServiceDesk Plus Cloud

A SaaS-Based ITIL-Ready Help Desk and Asset Management Application

ServiceDesk Plus Cloud is a SaaS-based, ITIL-ready help desk solution with an integrated asset, purchase, and contract management. Organizations across the world use this solution to automate and streamline their IT.
ServiceDesk Plus Cloud enables IT teams to implement effective and efficient ITIL best practices, such as incident management, problem management, change management in their organizations.
Each of the modules and the features in the application is designed to meet the varied needs and requirements of today's IT environment. It's elegant, intuitive, and familiar UI design makes it simple for everyday use by IT technicians, IT admins, and end users, alike. In this help guide, we'll describe each of the features in minute detail, with accompanying screenshots to make the information simple and easy to understand. The content structure of the help guide mirrors the application interface. You can easily navigate through the help guide by clicking the tabs listed in the left pane. Adequate backlinks and crosslinks under any given feature will help users gain a clear understanding of the feature and its benefit.

Components of ServiceDesk Plus On-Demand

FAQ's ServiceDesk Plus Cloud

1Why On-Demand?
Organizations of all sizes are facing the challenge of doing more with less and are realizing the advantage of the on-demand model for business applications. With no software or hardware to buy, install, maintain, or upgrade, on-demand is becoming popular as it relieves IT teams from the burden of maintaining and managing hardware/software. This allows them to concentrate developing and adopting relevant technologies to improve business productivity and profits.
2How do I get started?
Getting started with ServiceDesk Plus On-Demand is a simple process that takes only a few minutes of your time. Being on-demand, you don't have to install any software, all you have to do is sign up and you get instant access to the service.
3Is my data secure?
Data security is a primary concern of our customers and we are often faced with this question. We, on our part, have spent a lot of time and money in implementing the best security standards and practices to ensure that your data is secure. We offer security on multiple levels including the physical, software and people/process levels. Physical: ServiceDesk Plus On-Demand's servers and infrastructure are located in the most secure types of data centers that have multiple levels of restrictions for access including: on-premise security guards, security cameras, biometric limited access systems, and no signage to indicate where the buildings are, bullet proof glass, earthquake ratings, etc. Hardware: ServiceDesk Plus On-Demand employs state of the art firewall protection on multiple levels eliminating the possibility of intrusion from outside attacks Logical/software protection: Zoho deploys anti-virus software and scans all access 24 x7 for suspicious traffic and viruses or even inside attacks. All of this is managed and logged for auditing purposes. Process: Very few staff have access to either the physical or logical levels of our infrastructure. Your data is therefore secure from inside access; further regular vulnerability testing is performed and security is constantly enhanced at all levels. All data is backed up on multiple servers in multiple locations on a daily basis. This means that in the worst case, if one data center was compromised, your data could be restored from other locations with minimal disruption.
4Once I sign up, is my personal or company information secure?
Yes. Our privacy policy states, "We assure you that the contents of your account will not be disclosed to anyone and will not be accessible to employees of Zoho. Neither do we process the contents of your account for serving targeted advertisements." In addition, when you pay by credit card for ServiceDesk Plus On-Demand, your credit card information is not stored by us, but is securely passed to the credit card companies and in use for that single transaction. Users can also access their personal information to make changes and remove themselves from the system.
5Can anyone view recorded data besides me?
No. Our server keeps all your data safe and secure and nobody else can access your recorded data without your password that you provide during sign up.
6Can Service Desk Plus Cloud version integrate with Iphone app ?
The ServiceDesk Plus Cloud iPhone App is intended to help you interact with the ServiceDesk Plus cloud application more quickly and efficiently. By using the app you can extend support to your customers anytime, anywhere. In short, you can have a bird`s eye view of the complete details of your tickets in a single pane.
Once you have installed the iPhone app in your phone, you will be able work on the several topics.
7Are there any IP addresses to be allowed or ports to be opened for my organization to send and receive mails with ServiceDesk Plus On-Demand?
Yes, you would need to allow the following IP addresses in your firewall to enable mail fetching in the application:
If you are using sdpondemand.manageengine.com, then please allow the below IP addresses,
74.201.84.80
74.201.152.59
74.201.154.214
165.254.168.201
216.52.72.54
165.254.172.54
204.141.32.54
8.40.222.54
216.52.72.1
204.141.32.1
8.40.222.1
135.84.80.131
135.84.82.131
8.39.54.54
204.141.42.54
8What are the minimum requirements for the Probe to run and successfully scan assets?
There are few basic requirements for the probe to run without any errors. Please make sure that the following requirements are met.
1. Remote Registry service must be running in the target workstations.
2. Port 139 (File Sharing) must be open on the target workstations. Please follow the below step to check the error message on each of
the workstations:
Go to Assets and click on the dropdown box on the left top and choose Unaudited. This will list you all the unaudited workstations along with their respective error message. If all these conditions are satisfied and you can't find any error messages, please send us the logs of the probe so that we can further analyze this issue. You will be able to find the log under this directory "C:\ManageEngine\SDPOD\Probelogs".
9Service Desk Plus Service Packs Update Information
ServiceDesk Plus Cloud helps in tracking all the service packs such as hotfix, security update, installer etc on scanning the workstations.
To view the Service Pack details,
• Click on Assets tab -> Click on the Software button on the left-hand side of the page.
• Choose theService Pack option from the Drop Down box. This opens the service packs list view page.
• Click the service pack name to view the service pack details. This opens the service pack details page.
In the service pack details page, you get the complete details about the service pack with a section number of installations and installation without service packs. It also provides information on the number of software the service pack applies to.
10Can Service Desk Plus on the Cloud works with Barcode ?
Barcode: Purpose and Introduction
Consider a scenario, when your company purchases a new set of assets. You need to update those asset details in the ServiceDesk Plus On-Demand application, by manually adding the assets through add asset page, or by scanning/CSV import, or through API. All of which can be done only when those assets are established/installed/named in the environment. But now, with the introduction of the Barcode feature, you can directly add asset details to the ServiceDesk Plus On-Demand application by scanning the vendor barcodes or by generating custom barcodes and associate them with the assets and start tracking the assets right after they enter the environment.

Feature comparison

Cloud vs. on-premises

General
Feature On-Premises Cloud
General
Web-based access
Custom tracking fields
Minimal learning curve simple user training
ITIL standards support
Configuration wizard for software setup
Data archiving
Technician Broadcast Message/Notification
ITIL standards support
Feature On-Premises Cloud
ITIL standards support
Service catalog
Incident management
Problem management
Change management
Integrated CMDB
Project management
Custom application platform
Request management/call tracking
Feature On-Premises Cloud
Request management/call tracking
Request mode Email
Request mode Phone
Request mode Self-service portal
Request mode Chat
Multi-site support
Right-to-left language support
Central repository to log and track issues
Auto-generate tickets
User-facing announcements
Maintenance contracts
Send and receive emails from ServiceDesk Plus
Automatically merge email replies as conversations
Send and receive SMS from ServiceDesk Plus
Email parser
Automatic message classification and routing
Request forwarding (manual and automatic)
Request form customization
Dynamic request forms with field and form rules
Link two similar requests
Merge service requests
Rich text editor and attachment support
Request scheduling
Technician calendar
Real-time request collaboration
Request sharing with end users and agents
Technician access roles
Technician back up
Fine-grained authorizations
Create multiple tasks for each request
Dependent task handling
Email spam and notification filters
Classification and routing based on work groups
Instant request and workstation history
Request history filters
X
Request classification by category
Combined request and task view
Priority and severity levels for requests
Automatic request escalation based on business rules
Trigger an email when a business rule is matched
Apply a business rule after editing a request
Continue with subsequent business rules after one rule is matched
Queue support to efficiently manage technicians
Attach documents to a request
Manage, edit, assign, and close tickets as a group
Request closing rules
Automatic ticket closure upon denial of a request
Manager dashboard
Round-robin ticket assignment
Ticket load balancing
Import categories, subcategories, and items from CSV
Configure the request action menu
Configure workflows with custom triggers
Custom actions - Build your own actions based on your business requirements
(custom scripts)
Business rules- Use custom actions as conditions and actions to execute business rules
Recover Deleted Requests
Allow your technicians to add comments for any status change in a request
End user self-service
Feature On-Premises Cloud
End user self-service
Self-service portal
Is it web-based?
End users can create new requests
End users can create new service requests
Check status and update existing requests
Update contact details
Searchable knowledge base
Knowledge management
Feature On-Premises Cloud
Knowledge management
Technician access to knowledge management services
Approval process for newly added solutions
Keyword search to find solutions based on request description
Indexed document search for faster results
Search history, including previously resolved requests
Rich text editor
Like/Dislike Solution
Comments
Link Solutions
SLA management
Feature On-Premises Cloud
SLA management
Configure different levels of escalation
Automatic escalations
Notifications before SLA is breached
First response based SLA
Reporting
Feature On-Premises Cloud
Reporting
Pre-built standard reports
Custom reports
Flash reports
Integration with third-party reporting software (e.g. Crystal Reports)
Export reports to CSV, XLS, or PDF
Reports scheduler (auto-generation & distribution)
Analyze trends and performance levels
Real-time updates included in reports
Save and schedule customized reports
Query reports for developers
Asset management
Feature On-Premises Cloud
Asset management
Barcode scanning
Automatic workstation discovery
Discovery of all IP devices (e.g. printers, scanners, etc.)
Discovery and complete scan for Windows, Linux, and Mac machines
Distributed workstation scan
a) Import assets from CSV
b) Import software licenses from CSV
Vendor and asset associations along with details
Assets and asset relationships
Asset history with a list of associated requests
Define business rules for assets
Software compliance
Support for client access license (CAL) and volume-based software licensing
Dynamically scan network or import files to build asset list
Remote control
Purchase management
Feature On-Premises Cloud
Purchase management
Manage purchase requests
Contact vendors directly from application
Integration with purchases, assets, and vendors
Purchase order approval system
Schedule approval reminder notification
Add invoice details to purchase orders
Reconcile purchased assets with scanned assets
Contracts management
Feature On-Premises Cloud
Contracts management
Create and manage contracts
Add information and attach documents related to a contract
Associate contracts with assets
Generate alarms before contracts expire
Service catalog
Feature On-Premises Cloud
Service catalog
Record service requests
Manage service categories and services
Service level agreements
Service request approval
Schedule approval reminder notification
Add tasks to service requests
Add resources to the service catalog
Manage the catalog for different user groups
Classify IT and business service categories
Incident management
Feature On-Premises Cloud
Service catalog
Incident classification
Record service requests
Impact
Urgency
Priority
Configure statuses (e.g. open, on hold, closed, etc.)
Link incidents to assets and configuration items (CIs)
Incident templates
Problem management
Feature On-Premises Cloud
Service catalog
Problem detection and classification
Create a new problem from an incident
Record a new problem in the problems module
Associate multiple incidents with a single problem
Problem priority
Add analysis on root cause, impact, etc.
Add workarounds, solutions, or known-errors
Problem closure
Change management
Feature On-Premises Cloud
Change management
Custom change templates
Configurable change workflows
Visual Workflow Builder & LifeCycle for Change
Dynamic templates with field and form rules
Initiate/record new change request
Initiate change request from an incident/problem
Associate multiple incidents/problems with a change
Create change advisory boards (CABs)
Request approval from CAB members
Schedule approval reminder notification
Add impact analysis, root cause, and symptoms
Record workarounds and solutions
Coordinate change implementation
Review changes
Make announcements to technicians and/or end users
Custom change triggers
Recover Deleted Changes
CMDB
Feature On-Premises Cloud
System requirements
Define relationships between assets based on their dependence
Define and manage assets to ensure uninterrupted IT service
Relationship chart explaining the relationship between assets, workstations, software, people, etc.
Define CI types and relationship types
Attach documents to CIs
Map view for CI relationships
Integration with incident, problem, and change management modules
Project management
Feature On-Premises Cloud
Project management
Custom project templates
Import data from MS Projects
Project, milestone, and task integrations
Task planning and management
Project history
Effort estimation
Notifications and comments
Gantt view
Project overview map
Enterprise service management
Feature On-Premises Cloud
Enterprise service management
Single enterprise directory
Unique service desk instances
Service automation across departments
Built-in catalog and templates specific to each service desk instance
Centralized request portal
Integration
Feature On-Premises Cloud
Integration
Email integration
Short message services (SMS) integration
API integration
Outlook API integration
Microsoft Actionable Messages integration
OpManager integration
Zoho Reports integration
Active Directory integration
Mobile apps for Android and iOS devices
Remote control software integrations
Desktop Central integration
Site24x7 integration
Live chat
SMS gateway
Skype integration
Cloud file attachment
SCCM integration
Custom Applications
Feature On-Premises Cloud
Custom Applications
Create custom forms with varied field/date types (drag-and-drop interface)
Add custom validations, actions, and triggers; define custom workflows
Share custom apps with specific users
Refer to important ticket data via lookups
Host your custom apps in any portal as web forms
Custom schedules
Feature On-Premises Cloud
Custom schedules
Custom schedules
System requirements
Feature On-Premises Cloud
System requirements
Supported operating systems
Windows
NA
Linux
NA
Supported databases
Oracle
NA
MSSQL
NA
MYSQL
NA
Postgres
NA
Supported browsers
Internet Explorer
Firefox
Chrome

Flexible plans for your IT needs

Customer Success Story

  • Customer Prodata
    I see OpManager as a valuable tool to provide complete network system and application monitoring at an affordable price. I found it very user-friendly, easy to deploy, and overall a comprehensive network monitoring and management tool.
    IT General Manager
    PT. Indopoly Swakarsa Industry Tbk.
  • Prodata sistem teknologi
    After deploying ADSelfService Plus, the support calls dropped by 30 percent and now our help desk team have time to focus on other important tasks. Our employees are happy because they have a solution to help them deal with password troubles on their own!
  • Prodata sistem teknologi
    ADManager Plus has good reporting features, connects to all parts of AD, and other information systems easily. Its ability to allow the other members of the IT team to perform any AD management or reporting operation, securely and easily, from the console is yet another advantage of the product.
  • ManageEngine Desktop Central is a product that combines many facets of IT management into a single product that unbelievably simple to use.  Desktop Central not only saves time and effort but also lower costs by placing many tools in one place, which results in an easier IT life and automates IT inventory management.
    Andri Lesmana Wanasurya, S.T., M.T. (CIO)
    Atma Jaya Catholic University of Indonesia, Jakarta