Incident management
Reduce outagesimprove agent productivitymeet SLAsand manage the complete life cycle of IT tickets.
Read moreAsset management
Optimize asset utilizationavoid vulnerabilitiesand ensure license compliance.
Read moreProject management
Create projectsmanage resourcestrack progressand integrate projects with requests and changes to fine-tune your overall IT service delivery.
Read moreProblem management
Analyze root causesreduce repeat incidentsand boost your IT help desk's productivity.
Read moreService catalog
Showcase your available services to end userswith custom SLAs and multi-stage approvals.
Read moreEnterprise service managementNew
Extend proven ITSM best practices to HRfinanceand other service delivery areas.
Read moreIT release managementNew
Make your releases work in tandem with your change management process.
Read moreSpace managementNew
Optimally utilize your organization’s campuses while keeping workplace amenities and services in check.
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Features
Full stack ITSM
Ensure high availability of your services
Implement best practice IT service management with ServiceDesk Plus' full-stack ITSM suite
AI-driven ITSM
Achieve unparalleled efficiency with AI and ML
Amp up productivity and supercharge your service delivery with an intelligent service desk
Generative AI New
Unlock a range of functionalities designed to improve efficiency and overall user experience with intelligentGenAI-powered support.
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Microsoft Copilot
Transform the way your technicians and end-users workcommunicateand collaborate by letting Microsoft Copilot work alongside ServiceDesk Plus.
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Conversational virtual agent
Chat and get work done with the GenAI-powered conversational AI companion.
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Predictive Intelligence
Anticipate outcomes and make accurate decisions easily by leveraging Zia's predictive intelligence and save time for your technicians.
Read moreZia dashboardNew
View AI usage insights and adoption trends across your service deskall in one place.
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Self-service
Increase service desk adoption rates
Make your service desk easily accessible by being where your end users are.
Self-service portal
Facilitate easy request creationand keep end users informed on ticket progress and approvals.
Read moreKnowledge base
Allow end users to solve repeat incidents with known solutionshelping deflect tickets from your service desk.
Read moreCustomized domains
Make your self-service portal easily accessible to your end users by publishing it in a custom URL within your organization's domain.
Read moreNative mobile apps
Take your service desk wherever you go with ServiceDesk Plus' iOSAndroidand Windows apps.
Read moreActive Directory user self-service
Enable password resetsActive Directory account unlocksand updates from an end-user service desk portal.
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Learn how Luxottica improves service delivery and self-service adoption for its end users across 9,200 stores worldwide.
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Automation
Boost your service desk team's productivity
Relieve your service desk team from repetitive service desk chores by setting up efficient automations.
Business rules
Simplify your incident workflows by performing criteria-based actions on incoming requests.
Read moreTech auto-assign
Automatically assign tickets based on technician availability with round robin or load-balancing methods.
Read moreSmart notifications
Alert IT technicians and end users at every step of the ticket journey with custom email and SMS notifications.
Read moreSLAs and escalations
Ensure timely service delivery and incident resolutions with custom SLAs and proactively enable multi-level escalations.
Read morePreventive maintenance tasks
Automatically create requests with all request parameters defined at scheduled frequencies for regular maintenance activities.
Read moreEmail to ticket
Convert email requests and incidents to tickets automatically and enjoy automated ticket routing to the right technicians.
Read moreRequest life cycleNew
Visually design the complete life cycle of a ticket with various statuses and transitions using a simple drag-and-drop canvas.
Read moreVisual change workflows
Design change workflows on a drag-and-drop canvas with multiple stages and statusesand actions like notificationsfield updatesand approvals.
Read moreData archiving
Preserve your data while de-cluttering your IT help desk by scheduling automatic data archiving in periodic intervals.
Read moreProblem life cycleNew
Design life cycles for your problem management using a drag-and-drop canvas to optimize your IT problem-solving.
Read moreKanban viewNew
Visualize your ticket queue and manage them with interactivegraphical columns.
Read moreAsset life cycleNew
Design the entire life cycle of assets on an easy drag-and-drop canvas and standardize asset management practices across the enterprise.
Read moreSandboxNew
Deploy changes to your ITSM automations and workflows without impacting the production environment.
Read moreWorkflow automationNew
Turn your complex IT and business processes into hyper-efficientautomated workflowsand trigger them with just a single touch.
Read moreOrchestrationNew
Design and orchestrate your service management practices with visual workflows and single-touch automations.
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Customizations
Build a service desk that your business demands
Tailor fit your service desk attributes and processes to meet your business objectives.
Fine-grained authorizations
Provide users with appropriate view and access permissions to requestsproblemschangescontractsassetssolutionsand reports.
Read moreMulti-site support
Manage multiple sites with custom workflows and configurations for each siteall from a central service desk console.
Read moreService desk scheduler
Allow your technicians to manage their requeststaskstime offand reminders from a central service desk calendar.
Read moreCustom request templates
Build and publish dynamic request templates with associated workflowstasksand approvals.
Read moreCustom actions
Define and invoke actions including taskswebhooksnotificationsand custom actions across the request life cycle.
Read moreProvisioning app
Import all your Active Directory users into the cloud version of ServiceDesk Plus without any fuss.
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Discover how Albury City Council deploys last-mile customizations to modernize its ITSM operations using ServiceDesk Plus.
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Asset management
Optimize asset utilization to ensure maximum ROI
Discovertrackand manage your IT and non-IT assets from a centralized location.
IT asset discovery
Discover and import all your asset information into your service desk with multiple scanning techniques.
Read moreIT asset tracking
Schedule periodic scans to get updates on your network and to track hardware or software changes on individual work stations.
Read moreSoftware asset management
Manage all aspects of your software assets including purchasingdeploymentmaintenanceutilizationand disposal.
Read moreSoftware license management
Identify and eliminate unused licensesplan future software purchasesand ensure software compliance.
Read moreUEM Remote Access Plus add-on
Deliver a consistent remote support experience to your employees by leveraging the UEM Remote Access Plus add-on.
Read morePurchase and contracts management
Automate your supplier interactionsincluding purchases and maintenance contractswith full traceability and visibility.
Read moreInventory catalog
Build your IT product catalog and categorize products based on types and subtypes.
Read moreUnified agent for asset discoveryNew
Discover and track your IT asset landscape with the unified asset discovery agentwhich offers enhanced IT asset management (ITAM) capabilities in addition to asset discovery.
Read moreAsset ReplenishmentNew
Trigger automated notifications when asset inventory is low. Never run out of stock again.
Read moreConsumables handlingNew
Maintain your consumables inventory with a centralized view that allows you to addviewand track them all from one place.
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Learn how eStore Logistics prevents asset loss of $120,000 using asset management in ServiceDesk Plus.
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Native IT integrations
Control and manage all things IT through 360 ITSM
Extend the scope of your IT service management tool with contextual integrations.
IT operations management
Integrate seamlessly with native and third-party ITOM tools for managing alertsmonitoring networksand detecting anomalies.
Read moreEndpoint management
Perform desktop and mobile device management activities right from your ServiceDesk Plus console with the Endpoint Central (formerly Desktop Central) integration.
Read moreApplications monitoring
Keep your IT technicians informed about app and server anomalies with the Applications Manager integration.
Read moreActive Directory user self-service
Empower users to securely perform password resets or unlock their accounts with the ADSelfService Plus integration.
Read moreActive Directory management
Extend ticketing capabilities of your IT service desk to includeAD user managementactivities using the ADManager Plus integration.
Read morePrivileged access management
Ensure maximum compliance with strict authentication processes for remote sessions from your service desk with the Password Manager Pro integration.
Read moreAdvanced analytics
Create insightful reports and dashboards from your IT help desk datawithout writing a single line of codeusing this simple drag-and-drop user interface.
Read moreNetwork monitoring management
Automatically convert network alerts in OpManager Plus to service desk tickets and notify technicians about any network outage or alarms.
Read moreZia for ITSMNew
Reduce response times and improve end user satisfaction rates with Ziathe conversational virtual support agent for your IT service desk.
Read moreCloud-based performance monitoringNew
Track the health of your cloud infrastructure and resources by proactively monitoring issues with your servers using Site24x7.
Read moreUser satisfaction surveysNew
Build custom survey templates with dynamic forms in Zoho Survey. Define rules for triggering surveys and devise logic to guide requesters based on previous responses.
Read moreDynatrace extensionNew
Manage your cloud landscape and speed up incident response with the Dynatrace extension in ServiceDesk Plus Cloud
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Discover how Autism Spectrum Australia deployed ManageEngine's suite of products to increase its IT efficiency and streamline processes.
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Business integrations
Complement your existing business process
Reduce the gap between your business and service management processes with business app integrations.
Microsoft Outlook add-in
Bring your help desk to your Outlook or Office 365 mailboxand perform help desk activities without even accessing your help desk portal.
Read moreOffice 365 actionable messages
Use the action buttons in your email notifications to act on support tickets from your Outlook or Office 365 mailbox.
Read moreOffice 365 calendar
Automatically create Office 365 calendar entries from reminders in ServiceDesk Plusand sync reminders and time off between both calendars.
Read moreService desk APIs
Have your developers use publicweb-based APIs to integrate and connect with ServiceDesk Plus from anywhere you need.
Read moreMicrosoft TeamsNew
Make your service desk easily accessible by adding it to your shared workspace on Microsoft Teams.
Read moreTeamViewerNew
Provide real-time support to end users with instant remote sessions and livestreaming.
Read moreZoho CliqNew
Leverage Zoho Cliqa team communication tool from Zohoas an effective support channel for your service desk.
Read moreZoho VoiceNew
Simplify business call management for your technicians with the VoIP phone integration.
Read moreZoho FlowNew
Devise fine workflows between ServiceDesk Plus Cloud and 650+ applications to automate actions using the Zoho Flow integration.
Read moreConfluence extensionNew
Tackle incidents and requests by accessing Confluence knowledge articles from ServiceDesk Plus Cloud.
Read moreMicrosoftNew
Extend your organization's IT service management capabilities by plugging into your Microsoft ecosystem.
Read moreChatGPTNew
Leverage GenAI for everyday service desk activities and enhance support experiences for your end users and service teams.
Read moreWhatsAppNew
Take your service desk closer to your end users with the WhatsApp integration for ServiceDesk Plus.
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Learn how iSelect seamlessly integrated its business applications with ServiceDesk Plus using out-of-the-box integrations.
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Industry solutions
Transform your enterprise IT support and service delivery
Build a unique IT service management platform specific to your business and industry
Higher education
Manage your IT infrastructure betterand deliver IT services to your studentsfacultyand alumni with smart automations and powerful workflows.
Read moreGovernment
Support your employees and citizens by delivering a robust IT service experience while operating within budget constraints
Read moreFor hotels and restaurants
Establish a high standard of service delivery for employees so they can provide exemplary services to guests.
Read moreEnterprises
Establish robustenterprise-class ITSM practices with the scalablefull-stack service management platform.
Read moreBanks and financial institutionsNew
Build customized ITSM workflows at scale to manage your IT infrastructureachieve regulatory complianceand deliver consistent services to your employees.
Read moreManufacturing companiesNew
Establish a strong ITSM foundation that cultivates a culture of rapid resolution and high-quality service deliverytransforming internal and external support to support manufacturing efforts and see bigger gains.
Read moreHealthcareNew
Create a dependablesecure service management platform for your healthcare organization and provide safeeffective services for your doctorsnursesand other staff members.
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Enterprise service management
Unify service delivery across business functions
Extend proven IT service management best practices to other business functions and provide a consistent service experience across the enterprise from a centralized platform.
Human resourcesNew
Onboardmanageand provide world-class services for the employees in your organization with an enterprise-ready service management platform.
Read moreFacilitiesNew
Keep workplace service delivery and operations running smoothly. Use campus-based ticket and asset management features and a built-in space management module.
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Reports and dashboards
Monitor the health of your service desk
Gain insights on your service management processes by mining service desk data with the built-in reporting module.
Native reporting
Use out-of-the-box reports or generate custom reports across modules with a few clicks.
Read moreInventory reports
Generate customqueryand preconfigured reports and track key metrics to stay on top of your IT asset management.
Read moreInsightful reports
Perform deep dive analyses on your IT service desk data and generate visually-rich reports and dashboards on a drag-and-drop canvas.
Read moreSurveys and survey reports
Create and launch general surveys or surveys related to specific request types.
Read moreDashboard and reports
Create advanced ITSM reports and bespoke dashboards to seamlessly visualize ITSM datauncover deep insightsand drive strategicdata-informed decision-making.
Read moreZia dashboardNew
View AI usage insights and adoption trends across your service deskall in one place.
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