Features

From ITSM essentials to bespoke capabilities
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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

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AI-driven ITSM

Achieve unparalleled efficiency with AI and ML

Amp up productivity and supercharge your service delivery with an intelligent service desk

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AI-driven ITSM

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  • Generative AI New

    Unlock a range of functionalities designed to improve efficiency and overall user experience with intelligent, GenAI-powered support.

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  • Microsoft Copilot

    Microsoft Copilot

    Transform the way your technicians and end-users work, communicate, and collaborate by letting Microsoft Copilot work alongside ServiceDesk Plus.

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  • Conversational virtual agent

    Conversational virtual agent

    Chat and get work done with the GenAI-powered conversational AI companion.

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  • Predictive Intelligence

    Predictive Intelligence

    Anticipate outcomes and make accurate decisions easily by leveraging Zia's predictive intelligence and save time for your technicians.

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  • Zia dashboardNew

    View AI usage insights and adoption trends across your service desk, all in one place.

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  • Integreon

    Explore how Integreon's IT team resolves L1 requests by leveraging our Zia chatbot.

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Self-service

Increase service desk adoption rates

Make your service desk easily accessible by being where your end users are.

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Explore Self-service >

  • Self-service portal

    Facilitate easy request creation, and keep end users informed on ticket progress and approvals.

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  • Live chat

    Allow real-time collaboration and interaction between technicians and end users through the in-product live chat.

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  • Knowledge base

    Allow end users to solve repeat incidents with known solutions, helping deflect tickets from your service desk.

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  • Customized domains

    Make your self-service portal easily accessible to your end users by publishing it in a custom URL within your organization's domain.

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  • Native mobile apps

    Take your service desk wherever you go with ServiceDesk Plus' iOS, Android, and Windows apps.

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  • Active Directory user self-service

    Enable password resets, Active Directory account unlocks, and updates from an end-user service desk portal.

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  • Help desk mobile apps

    Get support any time and anywhere, right from your mobile devices.

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  • Luxottica

    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.

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Explore Automation >

  • Business rules

    Simplify your incident workflows by performing criteria-based actions on incoming requests.

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  • Tech auto-assign

    Automatically assign tickets based on technician availability with round robin or load-balancing methods.

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  • Smart notifications

    Alert IT technicians and end users at every step of the ticket journey with custom email and SMS notifications.

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  • SLAs and escalations

    Ensure timely service delivery and incident resolutions with custom SLAs and proactively enable multi-level escalations.

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  • Preventive maintenance tasks

    Automatically create requests with all request parameters defined at scheduled frequencies for regular maintenance activities.

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  • Email to ticket

    Convert email requests and incidents to tickets automatically and enjoy automated ticket routing to the right technicians.

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  • Request life cycleNew

    Visually design the complete life cycle of a ticket with various statuses and transitions using a simple drag-and-drop canvas.

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  • Visual change workflows

    Design change workflows on a drag-and-drop canvas with multiple stages and statuses, and actions like notifications, field updates, and approvals.

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  • Data archiving

    Preserve your data while de-cluttering your IT help desk by scheduling automatic data archiving in periodic intervals.

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  • Problem life cycleNew

    Design life cycles for your problem management using a drag-and-drop canvas to optimize your IT problem-solving.

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  • Kanban viewNew

    Visualize your ticket queue and manage them with interactive, graphical columns.

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  • Asset life cycleNew

    Design the entire life cycle of assets on an easy drag-and-drop canvas and standardize asset management practices across the enterprise.

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  • SandboxNew

    Deploy changes to your ITSM automations and workflows without impacting the production environment.

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  • Workflow automationNew

    Turn your complex IT and business processes into hyper-efficient, automated workflows, and trigger them with just a single touch.

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  • OrchestrationNew

    Design and orchestrate your service management practices with visual workflows and single-touch automations.

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  • Enersys

    Learn how EnerSys employ automations in ServiceDesk Plus to achieve 98.9% SLA compliance.

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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.

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Explore Customization >

  • Fine-grained authorizations

    Provide users with appropriate view and access permissions to requests, problems, changes, contracts, assets, solutions, and reports.

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  • Multi-site support

    Manage multiple sites with custom workflows and configurations for each site, all from a central service desk console.

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  • Service desk scheduler

    Allow your technicians to manage their requests, tasks, time off, and reminders from a central service desk calendar.

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  • Custom request templates

    Build and publish dynamic request templates with associated workflows, tasks, and approvals.

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  • Custom actions

    Define and invoke actions including tasks, webhooks, notifications, and custom actions across the request life cycle.

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  • Unrestricted programmability

    Build additional service desk functions with Deluge, a low-code programming language, and easily integrate with your business applications through webhooks.

  • Provisioning app

    Import all your Active Directory users into the cloud version of ServiceDesk Plus without any fuss.

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  • Albury City Council

    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

Discover, track, and manage your IT and non-IT assets from a centralized location.

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Explore Asset management >

Native IT integrations

Control and manage all things IT through 360 ITSM

Extend the scope of your IT service management tool with contextual integrations.

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Explore integrations >

  • IT operations management

    Integrate seamlessly with native and third-party ITOM tools for managing alerts, monitoring networks, and detecting anomalies.

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  • Endpoint management

    Perform desktop and mobile device management activities right from your ServiceDesk Plus console with the Endpoint Central (formerly Desktop Central) integration.

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  • Applications monitoring

    Keep your IT technicians informed about app and server anomalies with the Applications Manager integration.

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  • Active Directory user self-service

    Empower users to securely perform password resets or unlock their accounts with the ADSelfService Plus integration.

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  • Active Directory management

    Extend ticketing capabilities of your IT service desk to includeAD user managementactivities using the ADManager Plus integration.

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  • Privileged access management

    Ensure maximum compliance with strict authentication processes for remote sessions from your service desk with the Password Manager Pro integration.

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  • Advanced analytics

    Create insightful reports and dashboards from your IT help desk data, without writing a single line of code, using this simple drag-and-drop user interface.

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  • Network monitoring management

    Automatically convert network alerts in OpManager Plus to service desk tickets and notify technicians about any network outage or alarms.

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  • 360°ITSM

    Manage and monitor your networks, desktop and mobile devices, and Active Directory all from within your IT help desk.

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  • Zia for ITSMNew

    Reduce response times and improve end user satisfaction rates with Zia, the conversational virtual support agent for your IT service desk.

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  • Cloud-based performance monitoringNew

    Track the health of your cloud infrastructure and resources by proactively monitoring issues with your servers using Site24x7.

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  • User 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.

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  • Dynatrace extensionNew

    Manage your cloud landscape and speed up incident response with the Dynatrace extension in ServiceDesk Plus Cloud

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  • Autism Spectrum Australia

    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.

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Explore Integrations >

  • Microsoft Outlook add-in

    Bring your help desk to your Outlook or Office 365 mailbox, and perform help desk activities without even accessing your help desk portal.

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  • Office 365 actionable messages

    Use the action buttons in your email notifications to act on support tickets from your Outlook or Office 365 mailbox.

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  • Office 365 calender

    Automatically create Office 365 calendar entries from reminders in ServiceDesk Plus, and sync reminders and time off between both calendars.

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  • Jira

    Create and link Jira issues to requests from within ServiceDesk Plus.

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  • Service desk APIs

    Have your developers use public, web-based APIs to integrate and connect with ServiceDesk Plus from anywhere you need.

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  • Microsoft TeamsNew

    Make your service desk easily accessible by adding it to your shared workspace on Microsoft Teams.

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  • TeamViewerNew

    Provide real-time support to end users with instant remote sessions and livestreaming.

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  • Zoho CliqNew

    Leverage Zoho Cliq, a team communication tool from Zoho, as an effective support channel for your service desk.

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  • Zoho VoiceNew

    Simplify business call management for your technicians with the VoIP phone integration.

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  • Zoho FlowNew

    Devise fine workflows between ServiceDesk Plus Cloud and 650+ applications to automate actions using the Zoho Flow integration.

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  • Confluence extensionNew

    Tackle incidents and requests by accessing Confluence knowledge articles from ServiceDesk Plus Cloud.

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  • MicrosoftNew

    Extend your organization's IT service management capabilities by plugging into your Microsoft ecosystem.

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  • ChatGPTNew

    Leverage GenAI for everyday service desk activities and enhance support experiences for your end users and service teams.

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  • WhatsAppNew

    Take your service desk closer to your end users with the WhatsApp integration for ServiceDesk Plus.

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  • iSelect

    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

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  • Higher education

    Manage your IT infrastructure better, and deliver IT services to your students, faculty, and alumni with smart automations and powerful workflows.

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  • Government

    Support your employees and citizens by delivering a robust IT service experience while operating within budget constraints

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  • K-12

    Govern your school district's IT ecosystem with smart ITSM capabilities, and deliver a better classroom experience

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  • Retail

    Digitize and automate ITSM workflows in your retail business to deliver an enhanced customer experience

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  • For hotels and restaurants

    Establish a high standard of service delivery for employees so they can provide exemplary services to guests.

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  • Enterprises

    Establish robust, enterprise-class ITSM practices with the scalable, full-stack service management platform.

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  • NGONew

    Boost your IT productivity with an industry-ready IT service desk and make a big positive impact on the world

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  • Banks and financial institutionsNew

    Build customized ITSM workflows at scale to manage your IT infrastructure, achieve regulatory compliance, and deliver consistent services to your employees.

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  • Manufacturing companiesNew

    Establish a strong ITSM foundation that cultivates a culture of rapid resolution and high-quality service delivery, transforming internal and external support to support manufacturing efforts and see bigger gains.

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  • HealthcareNew

    Create a dependable, secure service management platform for your healthcare organization and provide safe, effective services for your doctors, nurses, and other staff members.

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  • AirportsNew

    Meet the demanding standards of airport management by optimizing service maintenance through a resilient service management platform.

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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.

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  • Human resourcesNew

    Onboard, manage, and provide world-class services for the employees in your organization with an enterprise-ready service management platform.

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  • FacilitiesNew

    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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  • FinanceNew

    Start systematizing financial service management to resolve finance-related incidents quickly, deliver financial services smoothly, and more.

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  • LegalNew

    Help legal teams keep pace with growing business needs by tracking, managing, and delivering legal services on time using a unified service management platform.

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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.

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Explore reports >

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