Features

All essentials for your IT help desk
ServiceDesk PlusIT help desk software key features

Full stack ITSM

Ensure high availability of your services

Implement best practice IT service management with ServiceDesk Plus' full-stack ITSM suite

Self-service

Increase service desk adoption rates

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

Explore Self-service >

Automation

Boost your service desk team's productivity

Relieve your service desk team from repetitive service desk chores by setting up efficient automations.

Explore Automation >

Customizations

Build a service desk that your business demands

Tailor fit your service desk attributes and processes to meet your business objectives.

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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Asset management

Optimize asset utilization to ensure maximum ROI

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

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.

Explore integrations >

Business integrations

Complement your existing business process

Reduce the gap between your business and service management processes with business app integrations.

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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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 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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  • Hospitals

    Focus on supporting healthcare professionals and patients by automating your IT help desk and ensuring critical systems are available around the clock.

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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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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.

Explore reports >

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