IT service desk software for small businesses
ServiceDesk Plus. The only solution you’ll ever need for your ticketing, knowledge, and IT analytics needs.
What are the challenges SMBs face without an IT service desk software?
IT service desk teams and technicians at SMBs handle heavy workloads—from firefighting and resolving tickets; to managing IT assets and handling critical IT projects. The fragmented tools that they use often manage various functions like ticketing, recording solutions, and managing IT assets, can lead to more complications, instead of helping them increase their productivity.
When one person wears multiple caps, tickets fall through the cracks
When a small IT team has to manage a rapidly growing company's IT, one or two people end up juggling countless support tickets. The resulting strain creates bottlenecks, making service quality unpredictable and letting tickets fall through the cracks..
Modern IT service desk software offer customizable self-service portals, knowledge base and automated ticket routing capabilities that help teams better optimize and structure their workload.
Support processes and systems are scattered
When your IT team relies on fragmented tools—such as a shared email inbox where tickets are raised, a spreadsheet to log them, and notes or makeshift tools to manage your knowledge, critical information is scattered.
This leads to lost requests, duplicated data logging effort, and tab hopping to log data across your tools so that consistent service delivery remains just a dream.
Omnichannel ticketing capabilities in IT service desk solutions help record every IT support request and issue and handle them centrally, while keeping track of their current status, SLA-driven timelines, priorities, etc.
Legacy tooling that takes two steps back instead of taking one forward
While legacy tools might help meet short term requirements, as SMBs scale rapidly, IT service desk teams typically find themselves unable to scale operations to meet their increased workload or align with ITSM best practices like ITIL. The resulting manual labor and technical debt required to maintain these systems absorb a significant chunk of productive, technician man-hours.
Most IT service desk vendors, like ManageEngine, provide an affordable IT service desk software that is ITIL-compatible and customizable. ManageEngine stands out from the others by providing low-code custom development options to help your implementation efficiently scale with your business.
Repetitive, manual work that impact IT efficiency
With a small IT workforce and legacy tools to manage tickets, SMB IT service desks could be stuck with repetitive workloads, and the inability to support end users remotely, or drive self-service to prevent L1 tickets.
In the absence of a centralized knowledge base to store, manage, and disseminate solutions, both IT service desks and end users are stuck in a loop of raising L1 tickets and working to resolve them.
IT service desk solutions like ServiceDesk Plus, provide no-code ticketing automations to update and route tickets, notify users, perform actions on third-party apps, etc. They also provide remote troubleshooting and knowledge management capabilities.
What should IT teams look out for in an IT service desk software?
AI-driven ITSM capabilities including LLM-powered conversational virtual agents, summarization, reply generation, ticket predictions, and more to make IT support more intuitive and less taxing on your technicians.
Alignment with ITIL best practices to attain IT service excellence across incident management, service request management, change management, and IT asset management.
Omnichannel ticketing to help unify your support requests, irrespective of how they were raised; support email, Microsoft Teams, self-service portal, chatbot, and more.
An easy-to-maintain knowledge base can expedite known error resolution, drive end user awareness and self-resolution, helping alleviate your service desk’s workload.
Native IT asset management to stay on top of shifting asset inventories, control IT budgets, and troubleshoot workstations remotely.
No-code ticketing automations including workflows to standardize IT service desk operations, update tickets, notify users, reset passwords, provision accounts and more—to eliminate repetitive tasks.
Powerful reporting and analytics capabilities, including prebuilt reports and dashboards, custom reports, query reports, etc.—to track service desk performance, technician productivity, SLA compliance, and more.
Apart from all the above, your IT service desk software should not demand exorbitant licensing and implementation overheads but should be right-sized for your IT service operations. From sporting features that are quick to set up to being able to scale up without straining your IT budgets, look out for software that are free from bloat and adapt to your workflows instead of the other way around. That's exactly what ServiceDesk Plus delivers.
Try the top-rated ITSM software, trusted by SMBs across the globe
The best IT service desk software for SMBs
ServiceDesk Plus is an all-in-one command center for IT support and service delivery, without bloated functionalities or long implementation cycles. It democratizes industry-standard ITSM for IT teams at SMBs, with is easy-to-use yet powerful native capabilities.
Every capability—from email-to-ticket automations to employee onboarding workflows—is easy to set up without any professional assistance.
It's embedded with Zia, ManageEngine's AI powerhouse, to generate conversation summaries, replies, KB solutions, answers, and workflows—all at zero additional cost.
Don't take our word for it. Hear it from your peers!
ServiceDesk Plus has been a fantastic platform that we've implemented to assist and improve the day-to-day management and user experience with our IT department. The implementation process was fantastic. There are so many possibilities with the platform and [we] trust that ManageEngine will be able to support us to maximize benefits into the future.
We have also implemented change management using ManageEngine ServiceDesk Plus that has significantly improved the change processes within the organization where we are now able to implement changes with proper approval processes and also making sure the outages are minimized.
ServiceDesk Plus has significantly enhanced our operations, particularly in incident and asset management. Its customizable reporting feature allows us to tailor reports to our specific needs, helping us identify areas for improvement and drive continuous operational enhancements. The asset register is also customizable, providing the flexibility needed to track and manage assets effectively. Overall, this is an excellent product.
Definitely like the ease of configuration [in ServiceDesk Plus]. That's hard to find. I've used some really big software solutions in the past, and none of them have been quite that easy. I love that I've been able to see some of the processes that are already thought through in [ServiceDesk Plus], which we had to build from scratch in previous solutions.
IT, human resources, finance—almost everyone in the company uses ServiceDesk Plus regularly. For HR, we built an integration with Workday for processing employee onboarding, transfer, and profile updates. We use this for purchase orders. Finance reviews and approves all requests with this tool. ServiceDesk Plus was a big improvement from the system we had before.
Enterprise-grade IT support, without the enterprise headaches
Adopt ITIL best practices with ease
Built on ITIL best practices, ServiceDesk Plus brings core ITSM practices into one console, enabling IT teams at SMBs to adopt industry standards right out of the box and measure their success with reports and dashboards. It is certified as ITIL-compatible by PeopleCert for 14 ITIL practices and is PinkVERIFY™ certified by Pink Elephant for 10 processes.
With ServiceDesk Plus, your journey to service excellence starts out of the box.
Every service touchpoint, unified
Never lose track of tickets again. ServiceDesk Plus captures every single issue or service request logged across your touchpoints, be it the self-service portal, phone calls, walk-ups, the Zia chatbot, or even through Slack or Microsoft Teams.
Set up fire and forget automations, without any scripting
From SLA escalation paths and triaging rules to end-to-end service workflows, let built-in automations handle the routine parts of your work. ServiceDesk Plus empowers service desk administrators to design repeatable process workflows on a no-code canvas or generate them with Ask Zia, the conversational AI assistant..
Experience high-value AI for ITSM, at zero added cost
ServiceDesk Plus not only lowers the barriers to cutting-edge AI capabilities, it simply eliminates them. Zia, powered by a combination of proprietary ML algorithms, the native Zia LLM (hosted by ManageEngine), and integrations with public LLM service providers, amplifies your IT productivity exponentially.
From triaging tickets and predicting problems to generating workflows and recommending solutions, Zia helps SMB IT teams do more with less; at no added costs.
Make self-service the norm, not the exception
Customize and deploy a self-service portal that's easy to navigate, with an embedded knowledge base. Ensure every resolution and workaround is documented with versioning to keep track of changes. Generate resolutions and KB solutions based on ticket conversations and prompts and have Zia intelligently suggest them to users—in the form of a conversation with Ask Zia or when logging a ticket.
Stay on top and in control of your IT assets
No more unaccounted assets. ServiceDesk Plus helps you scan networks, domains, and even remote computers to build a single IT asset inventory. Track asset statuses, trace ownership, manage loans, troubleshoot workstations, and govern software licenses. Ensure your IT landscape stays audit-ready with an out-of-the-box software license compliance dashboard and a CMDB to help you visualize your IT dependencies.
Continual improvement made easy through powerful reporting and analytics
ServiceDesk Plus provides both custom reports and more than 180 standard report templates, down to the KPI or query of your choice. Put together with the ability to schedule reports, you can easily stay on top of your team's and every technician's performance.
Customizable dashboard widgets help you grasp the big picture at a glance so you can make meaningful data-driven decisions that align your IT service delivery with your business goals.
Weave a tightly integrated IT ecosystem for your scale
ServiceDesk Plus comes with plug-and-play integrations with more than 200 apps, including Microsoft Teams, Active Directory, Entra ID, Microsoft Intune, ManageEngine Endpoint Central, ManageEngine ADManager Plus, Zoho Flow, Slack, etc.
Your IT service delivery and your technology ecosystems can stay in sync, even as you scale your operations.
Deliver remarkable service experiences, even on the go
ServiceDesk Plus is available as a mobile app on both the Google Play Store and iOS App Store. From empowering end users to create and track tickets to helping technicians update and approve them, a range of capabilities are supported within the ServiceDesk Plus apps.
