ServiceDesk Plus offers you a Standard Edition with all the helpdesk features to manage your requests and incidents.

• Helpdesk – Create and manage requests from multiple sites, automatic dispatch of requests to appropriate category, subcategory and items using Business Rules, prioritize your request and define the resolution time through Service Level Agreement, assign the request to a request owner or a group, improve the quality of support offered through user satisfaction surveys.
  
  
• Self-Service Portal - Enable login for users with Active Directory and Windows synchronization using SSO, provide a knowledge base for the users to search for available solutions and submit their trouble ticket, help the users to check their request status and minimize the incoming call volume from the users.

• Knowledge Base - Create a web-based knowledge-base system which helps technicians in searching the troubleshooting docs for a faster request-resolution. It helps the users to search the answers for their incidents or queries from the self-service portal before raising a request and thus reduces the inflow of incoming requests.
  
  
• SLA Management - Define your SLA and set different escalation levels for the SLA violations to meet a proper SLA compliance. This helps in giving the solution to a request within the defined resolution time and improving the customer satisfaction.
  
  
• HelpDesk Reports - Get your helpdesk statistics reports based on the Request-status, SLA-violation and many more from the list of default reports or by creating your own custom reports. Get a consolidated view on what is happening with your helpdesk on a single report-view using the New Flash Reports.

The Professional edition offers more advanced features along with the basic help desk . It includes integrated Asset Management, Purchase Management, Contracts Management along with Helpdesk(Standard Edition Features). The Asset management also comes with Software compliance & license tracking, Product Catalog, NMS integration, Asset Reports etc. This will help you keep track of information pertaining to all the assets and relate each request to specific assets. This added insight on each requests can help you solve the issues much faster.

• Asset Management - Automatically discover, Track and manage IT assets across your entire organization and get accurate hardware and software inventory information across Windows/Linux.
• Software License Management - Track software usage, license violations and ensure compliance. Minimize software costs by knowing exactly what you have and what you need.
• Purchase Management - Track and Manage your IT purchases, Generate Pos and automatically create assets from POs.
• Contract Management - Track all your support/maintenance contracts and lease agreements using Service Desk Plus and get alerted when contracts are due for expiry.
• Product Catalog - Create and manage a comprehensive list of all the assets and product types that your organization owns and how many you have in each type.
• NMS(OpManager) Integration - Service Desk Plus tightly integrates with OpManager, network monitoring software and can automatically create tickets whenever a network fault is detected.
• Asset & Inventory Reports - Create your own custom reports or view the ready made asset reports based on Product type, acquisition date, requester, unassigned assets by product type, assets not in contract, Assets from Vendors, OS count by Domain, Workstations by Manufacturers, Model count by network and others.

The Enterprise edition is a completely ITIL ready Helpdesk and it also includes both the Professional Edition and the Standard Edition features. This includes Incident management, Problem management, Change management & Configuration management database(CMDB). The best fit for those who wants a completely ITIL ready Helpdesk at a reasonable price.

• Incident Management - Restore normal services as soon as possible with workarounds or solutions to make sure that it does not affect business.
• Problem Management - Find the root cause of incidents and reduce the impact on business. Problem Management is a proactive approach that prevents recurrence of incidents.
• Change Management - Implement a comprehensive change management system that allows you to handle pre-approved changes and changes with complete approval cycle.
• Configuration Management Database(CMDB) - CMDB is a centralized repository that holds all the information about all the assets. CMDB also manages the relationship between the Configured Items(CIs).