Compare Different Editions of ServiceDesk Plus |
Your Help Desk evaluation is not complete until you checkout the comparison between the different editions of
ServiceDesk Plus and the price. Here is a list prepared based on customer queries. |
Features |
Standard Edition |
Professional Edition |
Enterprise Edition |
| General Features
|
| Easy web based access |
Yes |
Yes |
Yes |
| Provision to create custom tracking fields |
Yes |
Yes |
Yes |
| Minimal learning curve supported with simple user training |
Yes |
Yes |
Yes |
| Supports ITIL Standards |
No |
No |
Yes |
| Configuration wizard to setup software |
Yes |
Yes |
Yes |
| Data Archiving |
Yes |
Yes |
Yes |
| ITIL Standards Support
|
| Service Catalog |
No |
No |
Yes |
| Incident Management |
No |
No |
Yes |
| Problem Management |
No |
No |
Yes |
| Change Management |
No |
No |
Yes |
| Release Management |
No |
No |
Yes |
| Integrated CMDB |
No |
No |
Yes |
| Call Tracking/Request Management
|
| Request modes |
|
|
|
|
Yes |
Yes |
Yes |
|
Yes |
Yes |
Yes |
|
Yes |
Yes |
Yes |
| Multi-site Support |
Yes |
Yes |
Yes |
| Manager Dashboard |
Yes |
Yes |
Yes |
| Central repository to log and track issues |
Yes |
Yes |
Yes |
| Auto-generation of tickets (Email, API & so on) |
Yes |
Yes |
Yes |
| Announcements to display important crisis to the users |
Yes |
Yes |
Yes |
| Maintenance contracts links |
No |
Yes |
Yes |
| Send and receive email from the application |
Yes |
Yes |
Yes |
| Send and receive SMS (short message services) from the application |
Yes |
Yes |
Yes |
| Create tickets from incoming email |
Yes |
Yes |
Yes |
| Email Parser |
Yes |
Yes |
Yes |
| Automatic classification and routing of messages |
Yes |
Yes |
Yes |
| Round Robin method to assign tickets |
Yes |
Yes |
Yes |
| Ticket Load Balancing |
Yes |
Yes |
Yes |
| Linking two similar requests |
Yes |
Yes |
Yes |
| Request Form Customization |
Yes |
Yes |
Yes |
| Rich text editor and ability to add attachments |
Yes |
Yes |
Yes |
| Requests Scheduling |
Yes |
Yes |
Yes |
| Technician Calendar |
Yes |
Yes |
Yes |
| Technician access roles |
Yes |
Yes |
Yes |
| Fine grained authorization |
Yes |
Yes |
Yes |
| Creating multiple tasks for the request |
Yes |
Yes |
Yes |
| Handling of dependent task |
Yes |
Yes |
Yes |
| Email Spam Filter & Email Notification Filter |
Yes |
Yes |
Yes |
| Classification and routing based on work groups |
Yes |
Yes |
Yes |
| Instant request and workstation history |
Yes |
Yes |
Yes |
| Request classification by category |
Yes |
Yes |
Yes |
| Communicate priorities and severities along with the request |
Yes |
Yes |
Yes |
| Automatic escalation of requests based on Business Rules |
Yes |
Yes |
Yes |
| Trigger email when a business rule is matched |
Yes |
Yes |
Yes |
| Apply business rule after editing a request |
Yes |
Yes |
Yes |
| Continue with subsequent business rules after one rule is matched |
Yes |
Yes |
Yes |
| Queue support to efficiently manage technicians |
Yes |
Yes |
Yes |
| Provision to attach documents to a request |
Yes |
Yes |
Yes |
| Manage, edit, assign, and close tickets as a group |
Yes |
Yes |
Yes |
| Work orders for dispatching maintenance/service technicians |
Yes |
Yes |
Yes |
| Request Closing Rules |
Yes |
Yes |
Yes |
| Service Catalog
|
| Record Service Request |
No |
No |
Yes |
| Managing the menu as Service Categories and Services |
No |
No |
Yes |
| Service Level Agreement |
No |
No |
Yes |
| Service Request Approval |
No |
No |
Yes |
| Add tasks to the Service Request |
No |
No |
Yes |
| Add Resources to the Catalog |
No |
No |
Yes |
| Manage the catalog for different user groups |
No |
No |
Yes |
| Incident Management
|
| Incident Classification |
No |
No |
Yes |
| Record Service Requests |
No |
No |
Yes |
| Impact |
No |
No |
Yes |
| Urgency |
No |
No |
Yes |
| Priority |
Yes |
Yes |
Yes |
| Status (e.g., Open, On hold, Closed etc.) |
Yes |
Yes |
Yes |
| Link incidents to assets and CIs |
No |
Yes |
Yes |
| Mailbox Management / Link an incident with an email |
Yes |
Yes |
Yes |
| Incident Templates |
Yes |
Yes |
Yes |
| Self-Service
|
| Self-service portal included with the Help Desk |
Yes |
Yes |
Yes |
| Is it web-based? |
Yes |
Yes |
Yes |
| End users can create new Incidents |
Yes |
Yes |
Yes |
| End users can create new Service Requests |
No |
No |
Yes |
| End users can create new requests |
Yes |
Yes |
Yes |
| Check status and update existing requests |
Yes |
Yes |
Yes |
| Update contact details |
Yes |
Yes |
Yes |
| Search knowledge base for users |
Yes |
Yes |
Yes |
| Access to Frequently Asked Questions (FAQs) |
Yes |
Yes |
Yes |
| Knowledge Management
|
| Access to knowledge management services for technicians |
Yes |
Yes |
Yes |
| Approval for newly added solutions |
Yes |
Yes |
Yes |
| Keyword search to find solutions based on request description |
Yes |
Yes |
Yes |
| Indexed document search for faster results |
Yes |
Yes |
Yes |
| Search history with previously resolved requests |
Yes |
Yes |
Yes |
| Frequently Asked Questions (FAQs) |
Yes |
Yes |
Yes |
| Rich text editor |
Yes |
Yes |
Yes |
| Problem Management
|
| Problem detection and classification |
No |
No |
Yes |
| Initiate new problem from incident |
No |
No |
Yes |
| Initiate/Record new problem |
No |
No |
Yes |
| Associate multiple incidents to a single problem |
No |
No |
Yes |
| Problem Priority |
No |
No |
Yes |
| Add analysis on root cause, impact etc. |
No |
No |
Yes |
| Add workaround, solutions or known-error |
No |
No |
Yes |
| Problem closure |
No |
No |
Yes |
| Change Management
|
| Initiate/Record new change request |
No |
No |
Yes |
| Initiate change request from incident/problem |
No |
No |
Yes |
| Associate multiple incidents/problems to a change |
No |
No |
Yes |
| Create Change Advisory Boards (CABs) |
No |
No |
Yes |
| Send for approval to CAB members |
No |
No |
Yes |
| Technician license required for Change request approval |
No |
No |
No |
| Add impact analysis, root cause and symptoms |
No |
No |
Yes |
| Record workarounds and solutions |
No |
No |
Yes |
| Coordinate change implementation |
No |
No |
Yes |
| Review changes |
No |
No |
Yes |
| Make announcements to technicians and/or end users |
No |
No |
Yes |
| Asset Management
|
| Automatic discovery of workstations in the network |
No |
Yes |
Yes |
| Discovery of all IP devices such as printer, scanner etc |
No |
Yes |
Yes |
| Discovery and complete scan for Windows, Linux and Mac machines |
No |
Yes |
Yes |
| Discovery with agents |
No |
Yes |
Yes |
| Discovery without agents |
No |
Yes |
Yes |
| Distributed workstation scan |
No |
Yes |
Yes |
| Import assets from CSV |
No |
Yes |
Yes |
| Import software licenses from CSV |
No |
Yes |
Yes |
| Vendor and asset associations along with details |
No |
Yes |
Yes |
| Assets and Asset relationships |
No |
Yes |
Yes |
| Asset History along with the request |
No |
Yes |
Yes |
| Define business rules for assets |
No |
Yes |
Yes |
| Software compliance |
No |
Yes |
Yes |
| Support for Client Access License (CAL) and Volume based Software licensing. |
No |
Yes |
Yes |
| Build asset list dynamically scanning networks or importing files |
No |
Yes |
Yes |
| Contracts Management
|
| Create and manage contracts |
No |
Yes |
Yes |
| Add information and attach documents related to contract |
No |
Yes |
Yes |
| Associate contracts to Assets |
No |
Yes |
Yes |
| Generate alarms before contracts expire |
No |
Yes |
Yes |
| Purchase Management
|
| Manage purchase requests |
No |
Yes |
Yes |
| Directly contact vendor from application |
No |
Yes |
Yes |
| Integration with purchase, assets, and vendors |
No |
Yes |
Yes |
| Purchase order approval system |
No |
Yes |
Yes |
| Add invoice details to the PO |
No |
Yes |
Yes |
| Reconciling purchased asset with scanned asset |
No |
Yes |
Yes |
| SLA Management
|
| Configure different levels of escalation |
Yes |
Yes |
Yes |
| Automate escalations during escalation |
Yes |
Yes |
Yes |
| First Response based SLA |
Yes |
Yes |
Yes |
| Notify before SLA is breached |
Yes |
Yes |
Yes |
| Reporting
|
| Pre-built standard reports |
Yes |
Yes |
Yes |
| Custom reports in tabular format |
Yes |
Yes |
Yes |
| Query Builder for Reports |
Yes |
Yes |
Yes |
| Flash Reports |
Yes |
Yes |
Yes |
| Integration with third party reporting software like Crystal Reports |
Yes |
Yes |
Yes |
| Reports to be exported as .csv,.xls and Pdf format |
Yes |
Yes |
Yes |
| Reports Scheduler (Auto generation & distribution) |
Yes |
Yes |
Yes |
| Analyze trends and performance levels |
Yes |
Yes |
Yes |
| Real-time update on reports |
Yes |
Yes |
Yes |
| Save and schedule customized reports |
Yes |
Yes |
Yes |
| Surveys
|
| Generate surveys |
Yes |
Yes |
Yes |
| Customize questions for surveys |
Yes |
Yes |
Yes |
| Schedule surveys |
Yes |
Yes |
Yes |
| Set rules on when to send surveys (e.g. after so many requests from an user is closed) |
Yes |
Yes |
Yes |
| Integration
|
| API Integration |
Yes |
Yes |
Yes |
| Integration with Network Management software |
Yes |
Yes |
Yes |
| Integration with Active Directory (AD) |
Yes |
Yes |
Yes |
| Integration with email |
Yes |
Yes |
Yes |
| Integration with iPhone and PDA |
Yes |
Yes |
Yes |
| Integration with remote control |
No |
Yes |
Yes |
| Integration with computer telephony |
No |
No |
No |
| Integration with short message services (text) |
Yes |
Yes |
Yes |
| Integration with Desktop Central |
No |
Yes |
Yes |
| Use of web services |
Yes |
Yes |
Yes |
| Active Directory
|
| Import users, rights from AD, LDAP |
Yes |
Yes |
Yes |
| Scheduled import from Active Directory |
Yes |
Yes |
Yes |
| Scheduled import from LDAP |
No |
No |
No |
| Implementation
|
| Quick and easy implementation |
Yes |
Yes |
Yes |
| No required client software |
Yes |
Yes |
Yes |
| Support for open standards |
Yes |
Yes |
Yes |
| No additional programming for client or database customization |
Yes |
Yes |
Yes |
| Documented database |
Yes |
Yes |
Yes |
| System Requirements
|
| Operating Systems supported (Indicates versions under comments) |
|
|
|
|
Yes |
Yes |
Yes |
|
Yes |
Yes |
Yes |
| Databases supported (Indicates versions under comments) |
|
|
|
|
No |
No |
No |
|
Yes |
Yes |
Yes |
|
Yes |
Yes |
Yes |
| Other |
No |
No |
No |
| Browsers supported (Indicates versions under comments) |
|
|
|
|
Yes |
Yes |
Yes |
|
Yes |
Yes |
Yes |
| Configuration |
|
|
|
| Pricing
|
| Number of Technicians |
Standard Edition
5 Technicians
starts at
0$
|
Professional Edition
2 Technicians & 250 assets
Starts at
$595
|
Enterprise Edition
5 Technicians & 750 assets
Starts at $2995 |
| Number of Users (Callers, End users) |
Unlimited |
Unlimited |
Unlimited |
| Training available |
Yes |
Yes |
Yes |
| Large scale consulting and implementation |
Yes |
Yes |
Yes |
| Trial Software Version
|
| Is a trial version available? |
Yes |
Yes |
Yes |
| No of days for trial version? |
30 |
30 |
30 |
| Are there any feature limits in the trial version? |
No |
No |
No |
| No of technicians supported in trial version |
2 |
2 |
5 |
| No of assets supported in trial version |
NA |
250 |
250 |
| Technical support available during evaluation |
Yes |
Yes |
Yes |
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