This independent review is part of our ITAM vs. ITSM Integration group test.
To read the summary, strengths and weaknesses, and criteria please visit this page.
|Vendor||ManageEngine; a division of ZOHO Corp|
|Pricing Structure||By Technicians / Assets (Nodes) Available On premise and SaaS|
ManageEngine ServiceDesk Plus
ManageEngine is a division of Zoho Corp, a privately owned Indian software company with 3,000 employees.
Zoho’s divisions include:
- ZOHO – CRM, email and back office functions
- WebNMS – Network management framework
- ManageEngine – IT management tools
ServiceDesk Plus from ManageEngine includes a service desk offering and asset management features. ManageEngine claim that ServiceDesk Plus has over 125K deployments in over 100K customers and is used in 186 countries in 29 language variations.
A core differentiator for ManageEngine is delivering IT management tools at a fraction of the price of their enterprise IT management rivals.
ServiceDesk Plus Editions
ServiceDesk Plus is available in Standard, Professional and Enterprise editions.
- Standard Edition (Free): Free software for Incident Management, providing self-service and a knowledgebase. Aimed at the first rung of the ladder of ITSM and getting organizations organized for free.
- Professional Edition – As per the Standard Edition plus asset scanning and Software Asset Management capabilities.
- Enterprise Edition – The full suite (Incident, problem, change, asset, service catalogue, CMDB and IT Project Management). Billed as ”ITIL ready helpdesk software with Asset and Project Management”.
The free version from ManageEngine is a bold move to capture market share. There are no limitations on number of agents or tickets raised. ManageEngine state that they provide this free software as a way of giving back to the ITSM community.
Complementary Tools from ManageEngine
The full ManageEngine product portfolio includes:
- Datacenter & Server Performance
- Network Performance
- Log Analysis and Security
- Desktop and Mobile Device
- Application Performance
- Active Directory Management
And for the purposes of IT Asset Management and IT Service Management complementary products to ServiceDesk Plus include:
- AssetExplorer – Standalone Inventory Management Software
- Social IT Plus – An internal private social network for IT
- SupportCenter Plus – Customer facing customer support software
Asset Lifecycle Embedded within ITSM
ServiceDesk Plus includes asset discovery of all IP devices directly into the service desk based on agent based or agent-less scanning. All software and hardware information is recorded and managed for each asset.
Once IT assets are inventoried, administrators can group and manage assets by their preferred criteria or attributes. Asset status can also be assigned for easier visibility of assets in use such as ‘in repair’, ‘disposed’, ‘in use’ and so on. Asset managers can assign contracts and maintenance expiry dates to certain assets and manage them throughout their lifecycle, including non-IT assets.
ServiceDesk asset scanning also includes recording of software usage metering, so with effective policies and management ServiceDesk Plus customers can remove software waste and ensure they only pay for software being used. Organizations can also monitor the usage of restricted applications to support the enforcement of IT policy and to mitigate information security risks.
ServiceDesk Plus include Software Asset Management (SAM) features including the management of various license types such as CAL, concurrent, subscription and node locked licensing.
However ServiceDesk Plus should be considered a basic solution for organizations getting started with the management of desktop SAM. In particular – recognition of software is manual, so administrators must manually scan; move applications to managed status and then manually check for accuracy. This will be very labour intensive for medium to large organizations managing hundreds if not thousands of applications.
The real strength of an integrated suite such as ServiceDesk Plus is the asset register and inventory records all living within service management lifecycles.
ITAM and ITSM Integration
ServiceDesk Plus provides a holistic view over both ITAM and ITSM functions and provides a good integration between the two disciplines. Customers can pin problematic assets to service requests, problems and changes and drill down to see the relationships and inventory history for each asset associated with service.
There is a seamless link between asset and service allowing service managers to see how assets perform during a change, plan changes by viewing impacted assets or troubleshoot troublesome assets by analyzing all the incidents, problems and changes associated with assets.
ServiceDesk Plus has no current integration with Microsoft SCCM, a market leader in desktop deployment. Competitive solutions integrate with the patch and deployment lifecycle, although ManageEngine do offer their own integrated solution in the form of Desktop Central as an alternative to SCCM.
ManageEngine report that around 20% of their customers have taken ServiceDesk Plus beyond the IT department to functions such as HR, maintenance, facilities and travel. So there is clearly scope for expanding the initial value and investment in ServiceDesk Plus well beyond the IT department and providing automation and efficiency gains.
ManageEngine lacks some of the sophistication and polish of their ITSM market competitors, and lacks the depth compared to specialist ITAM players – but nonetheless is a good solid solution for building an integrated ITAM and ITSM foundation.
ManageEngine has an enormous portfolio of products. This diversity is reflected in their ITAM and ITSM offerings, which sometimes show a shortage of specialist knowledge. However for organizations seeking to build a service management platform with inbuilt asset register at a competitive price ServiceDesk Plus should be on your shortlist.
Vendor information – in their own words
“ManageEngine ServiceDesk Plus for ITAM & ITSM
ServiceDesk Plus is web-based help desk software built on the ITIL framework with over 125,000 deployments in more than 100,000 organizations. ServiceDesk Plus is SMB affordable help desk software loaded with enterprise features. It can be the right fit for organizations that are looking for to organize their IT help desk without having to spend huge dollars.
ServiceDesk Plus enables an easier service delivery to the end users with a range of easy code-free customizations starting from the user interface. Automation ranging from ticket handling to automated notifications in ServiceDesk Plus help increase productivity of the technicians. ServiceDesk Plus has minimal learning curve and is easy to learn for both the technicians as well as the end users thereby ensuring a faster ROI for service desk teams.
The native mobile apps provide anytime, anywhere access to the technicians to create, edit, assign, and close requests. ServiceDesk Plus delivers the right insights on the help desk performance s with canned and custom reports, and real time dashboards. ServiceDesk Plus is also scalable for organizations of different sizes. The key features of ServiceDesk Plus include: –
- Incident Management
- Problem Management
- Change Management
- Asset management
- Project Management
- Purchase and Contract Management
- Self-Service Portal
- Knowledge Base
- Automated Workflows
- Multi-Site Support
- 150+ Canned and Custom Reports
- Real-Time Dashboards
- Service Catalogue
- User Survey
- Native Mobile Apps
The standard edition of ServiceDesk Plus with the basic help desk functionality is completely free without any restrictions on the number of end users, technicians, or requests. The main objective is to eliminate the cost of decision-making for small organizations and enable them to take their first step towards an organized IT and streamline their incident management process.”
Product Information: https://www.manageengine.com/help-desk-software.html
Online demo: http://demo.servicedeskplus.com“
About Martin Thompson
Martin is also the founder of ITAM Forum, a not-for-profit trade body for the ITAM industry created to raise the profile of the profession and bring an organisational certification to market. On a voluntary basis Martin is a contributor to ISO WG21 which develops the ITAM International Standard ISO/IEC 19770.
He is also the author of the book "Practical ITAM - The essential guide for IT Asset Managers", a book that describes how to get started and make a difference in the field of IT Asset Management. In addition, Martin developed the PITAM training course and certification.
Prior to founding the ITAM Review in 2008 Martin worked for Centennial Software (Ivanti), Silicon Graphics, CA Technologies and Computer 2000 (Tech Data).
When not working, Martin likes to Ski, Hike, Motorbike and spend time with his young family.
Connect with Martin on LinkedIn.