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Last updated: Oct 8, 2024
All features,
see allsee only differences
| Feature | On-Premises | Cloud |
|---|
General
| Web-based access |  | |
| Custom tracking fields | | |
| Minimal learning curve, simple user training | | |
| ITSM best practices support | | |
| Configuration wizard for software setup | | |
| Data archiving | | |
| Technician broadcast messages and notifications | | |
| Custom Function Usage Stats | - | |
| Secondary email for technicians | | |
| Manage sites and groups for technicians | | |
| Extensions | - | |
ITSM best practices support
| Service catalog | | |
| Incident management | | |
| Problem management | | |
| Change management | | |
| Release management | | |
| Integrated CMDB | | |
| Project management | | |
Request management and call tracking
| Request mode | ||
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| Multi-site support | | |
| Right-to-left language support | | |
| Central repository to log and track issues | | |
| Auto-generate tickets | | |
| User-facing announcements | | |
| Send and receive emails from ServiceDesk Plus | | |
| Automatically merge email replies as conversations | | |
| Send and receive SMS messages from ServiceDesk Plus | | |
| Email parser | | |
| Automatic message classification and routing | | |
| Request forwarding (manual and automatic) | | |
| Request form customization | | |
| Dynamic request forms with field and form rules | | |
| Link two similar requests | | |
| Merge service requests | | |
| Rich text editor and attachment support | | |
| Request scheduling | | |
| Technician calendar | | |
| Real-time request collaboration | | |
| Request sharing with end users and agents | | - |
| Technician access roles | | |
| Fine-grained authorizations | | |
| Create multiple tasks for each request | | |
| Dependent task handling | | |
| Email spam and notification filters | | |
| Classification and routing based on work groups | | |
| Instant request and workstation history | | |
| Request history filters | | |
| Request classification by category | | |
| Combined request and task view | | |
| Priority and severity levels for requests | | |
| Automatic request escalation based on business rules | | |
| Trigger an email when a business rule is matched | | |
| Apply a business rule after editing a request | | |
| Continue with subsequent business rules after one rule is matched | | |
| Queue support to manage technicians efficiently | | |
| Attach documents to a request | | |
| Manage, edit, assign, and close tickets as a group | | |
| Request closing rules | | |
| Automatic ticket closure upon denial of a request | | |
| Manager dashboard | | |
| Round-robin ticket assignment | | |
| Ticket load balancing | | |
| Import categories, subcategories, and items from CSV | | |
| Configure the request action menu | | |
| Configure workflows with custom triggers | | |
| Custom actions: Build your own actions based on your business requirements | | (custom scripts) |
| Business rules: Build condition-based actions to suit your business requirements | | |
| Recover deleted requests | | |
| Allow your technicians to add comments for any status change in a request | | |
| Request life cycle | | |
| Technician auto-assign | | |
| Backup technician | | |
| Backup approvers | | |
| Kanban view | | |
| Data migration between instances (ESM) | | - |
| Triggers for Request Sub Entities | | |
| Move requests between instances | | |
| Timers for triggers | | |
| Announcement banners | - | |
| Add tags to index requests based on keywords | | |
| Stay on track with Checklists | | |
End user self-service
| Self-service portal | | |
| Web-based | | |
| End users can create new requests | | |
| End users can create new service requests | | |
| End users can check the status of and update existing requests | | |
| End users can update their contact details | | |
| Searchable knowledge base | | |
| Solution and announcement auto-suggestions for requester during request creation | | |
| Self-service portal customization | | |
| Support for requesters to create change requests | - | |
| Requesters can edit the requests | | |
| Customization of end user portal | | |
| Access Consumables Widget on home page | - | |
Knowledge management
| Technician access to knowledge management services | | |
| Approval process for newly added solutions | | |
| Keyword search to find solutions based on the request description | | |
| Indexed document search for faster results | | |
| Search history, including previously resolved requests | | |
| Rich text editor | | |
| Like or dislike solutions | | |
| Comments | | |
| Link solutions | | |
| Ability to show the requests resolved by using a particular solution | | - |
| Expiry dates for solutions | | |
| Review dates for solutions | | |
| Video Embedding | | |
| Configure additional fields | - | |
| Solution owner | | - |
| Non-logged-in users can view solutions | | - |
| Configure solution templates to quickly create and publish KB articles | - | |
| Trash Solutions | | |
SLA management
| Configure different levels of escalation | | |
| Automatic escalations | | |
| Notifications before an SLA is breached | | |
| First-response-based SLAs | | |
Reporting
| Prebuilt, standard reports | | |
| Custom reports | | |
| Flash reports | - | |
| Integration with third-party reporting software (e.g., Crystal Reports) | | - |
| Export reports to CSV, XLS, or PDF format | | |
| Report scheduler (auto-generation and distribution) | | |
| Analyze trends and performance levels | | |
| Real-time updates included in reports | | |
| Save and schedule customized reports | | |
| Query reports for developers | | - |
| Custom widgets from reports | | |
Asset management
| Barcode scanning | | |
| Automatic workstation discovery | | |
| Discovery of all IP devices (e.g., printers and scanners) | | |
| Discovery and complete scan for Windows, Linux, and Mac machines | | |
| Distributed workstation scan | | |
| Import software licenses from CSV files | | |
| Vendor and asset associations along with their details | | |
| Assets and asset relationships | | |
| Asset history with a list of associated requests | | |
| Software compliance | | |
| Support for client access license and volume-based software licensing | | |
| Dynamically scan the network or import files to build an asset list | | |
| Remote control | | |
| Asset loan | | |
| Asset Replenishment | | |
| Enhanced tracking of license limits on assets and technicians | - | |
| Triggers and custom actions for assets | - | |
| Track and manage consumables | - | |
| Consumable replenishment | - | |
| Import vendors and associate assets | - | |
| Widgets on the Dashboard | - | |
| Asset life cycle | - | |
| Asset associations | - | |
| Asset auto-assign | - | |
| Fine-grained access to assets | - | |
| Asset acknowledgement | - | |
| Asset audit | - | |
| Customize notifications for assets | | |
Purchase management
| Manage purchase orders | | |
| Contact vendors directly from the application | | |
| Integration with purchases, assets, and vendors | | |
| Purchase order approval system | | |
| Schedule approval reminder notifications | | |
| Add invoice details to purchase orders | | |
| Reconcile purchased assets with scanned assets | | |
| Purchase requests | | - |
| Purchase order to service request mapping | | |
| Purchase order configuration templates | - | |
| Site-based purchase orders | - | |
| Custom triggers for purchases | - | |
| Conversations for purchase orders | - | |
| Site-based purchase orders | - | |
| General ledger codes and cost centers for items | - | |
| Purchase Dashboard | - | |
| Import purchase orders | - | |
Contract management
| Create and manage contracts | | |
| Add information and attach documents related to a contract | | |
| Associate contracts with assets | | |
| Generate alarms before contracts expire | | |
| Parent-child contracts | | |
| Renew contracts | | |
| Multiple contract notifications | | |
| Automatic generation of requests for contracts nearing expiry | - | |
| Site-based contracts | - | |
| Set an indefinite validity term for contracts | - | |
| Enable auto-renewal for contracts | - | |
| Save contracts as drafts | - | |
| Contract Conversations | - | |
| Track the extent of usage of contracts | - | |
| Cancel a contract | - | |
| Contract templates | - | |
| Control the accessibility of different types of contracts | - | |
| Custom triggers for contracts | - | |
| Contract costs in the vendor's currency | - | |
Service catalog
| Record service requests | | |
| Manage service categories and services | | |
| SLAs | | |
| Service request approval | | |
| Schedule approval reminder notifications | | |
| Add tasks to service requests | | |
| Add resources to the service catalog | | |
| Manage the catalog for different user groups | | |
| Classify IT and business service categories | | - |
Incident management
| Incident classification | | |
| Record service requests | | |
| Impact | | |
| Urgency | | |
| Priority | | |
| Configure statuses (e.g., open, on hold, or closed) | | |
| Incident templates | | |
| Link incidents with assets | | |
| Link incidents with configuration items (CIs) | - | |
Problem management
| Problem detection and classification | | |
| Create a new problem from an incident | | |
| Record a new problem in the problems module | | |
| Associate multiple incidents with a single problem | | |
| Problem priority | | |
| Add analysis on root cause, impact, etc. | | |
| Add workarounds, solutions, or known errors | | |
| Problem closure | | |
| Problem Life Cycle | - | |
| Problem Templates | | |
| Problem Form Rules | - | |
| Triggers and custom actions for problems | | |
Change management
| Custom change templates | | |
| Configurable change workflows | | |
| Visualize life cycles for change using workflows | | |
| Dynamic templates with field and form rules | | |
| Initiate and record new change requests | | |
| Initiate change requests from an incident or problem | | |
| Associate multiple incidents or problems with a change | | |
| Create change advisory boards (CABs) | | |
| Change approval from CAB members | | |
| Schedule approval reminder notifications | | |
| Add impact, rollout, and back out plans, and use a checklist for implementation | | |
| Capture planned and actual downtime | | |
| Coordinate change implementation | | |
| Review changes | | |
| Make announcements to technicians, end users, or both | | |
| Triggers and custom actions for changes | | |
| Recover deleted changes | | |
| Stage-based task creation in changes and change templates | - | |
| User acceptance testing and release stages | | |
| Project Association | | |
| Release Association | | |
| Change Calendar View | | |
| Copy Changes | | |
| Change conversations | | |
| Multi-stage and multi-level change approvals | | |
| Backup Approver | | |
| Configure custom change actions using custom menu | - | |
| Send custom change notifications | | |
| Create custom change roles and associate them with change templates | | |
| Restrict access only to the stages and statuses configured in the change workflow | - | |
| Change Roles can now be associated with support groups, change request's site, or group-based technicians | | - |
| Conflict detection for changes | - | |
| Timers for triggers and workflows | - | |
Release management
| Utilize custom release templates | | |
| Use the visual workflow builder | | |
| Create custom release roles | | |
| Associate release roles with templates | | |
| Initiate a release from a change request to associate a change | | |
| Configure stages and statuses | | |
| View the release calendar integrated with changes | - | |
| Use notification rules and customizable email templates | | |
| Add impact, rollout, and back out plans, and use a checklist for implementation | | |
| Send custom notifications | | |
| Schedule approval reminder notifications | | |
| Make announcements to technicians, end users, or both | | |
| Carry out post-deployment training and review | | |
| Link releases to assets and CIs | | |
| Triggers and custom actions for release | | |
| Recover deleted releases | | |
| Dynamic templates with field and form rules | - | |
| Import releases, release tasks, and release conversations | - | |
| Custom menu for releases | - | |
| Custom widgets for releases | - | |
| Associate releases with requests | - | |
CMDB
| Define relationships between CIs based on their dependence | | |
| Define and manage CIs to ensure uninterrupted IT service | | |
| Define CI types and relationship types | | |
| Attach documents to CIs | | |
| Map view for CI relationships explaining the relationship between CIs | | |
| Integration with incident management module | | |
| Integration with problem management module | | |
| Integration with change management module | | |
| Integration with release management module | - | |
| Triggers and custom actions for CMDB | - | |
| Export CMDB relationship map as CSV or an image file | | |
| Track the downtime associated with CIs | - | |
Resource management
| Graphically track and manage your users' tasks effectively. | | |
| Categorize resource utilization based on workloads. | | |
| Filter tasks based on time or time scales, sites, groups, and technicians | | |
Project management
| Custom project templates | | |
| Import data from MS Projects as CSV, XLS, and XLSX | | |
| Project, milestone, and task integrations | | |
| Task planning and management | | |
| Project history | | |
| Effort estimation | | |
| Notifications and comments | | |
| Gantt view | | |
| Project overview map | | |
| Export project Gantt map as PDF | | |
| Kanban view for project tasks | - | |
| Task Dependency | | |
| Resource Management | | |
| Custom triggers and custom functions for projects | | - |
| Associate requests with a project | | |
| Associate changes with a project | | |
| Associate releases with a project | | |
Enterprise service management
| Single enterprise directory | | |
| Unique service desk instances | | |
| Service automation across departments | | |
| Built-in catalog, and templates specific to each service desk instance | | |
| Centralized request portal | | |
| Space management | | |
Others
| Activities: Combined view of tasks and requests (tickets) | | |
| Custom Modules | | |
| Site locale and locale-specific notification templates | - | |
| In-product communication | - | |
| SmartView in Dashboards and the Scheduler | - | |
| Custom triggers and custom functions for tasks | | - |
| Executive Dashboard | | |
Integrations
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| Single Sign On | ||
| - AD FS 2.0/3.0 | | |
| - Google Apps | | |
| - Okta | | |
| - Microsoft Azure AD | | |
| SMS | | |
| API | | |
| Outlook | | |
| Microsoft actionable messages | | |
| OpManager | | |
| Zoho Analytics | | |
| Active Directory | | |
| Mobile apps for Android and iOS devices | | |
| Remote control software | | |
| Endpoint Central (Desktop Central) | | |
| Site24x7 | | |
| Live chat | | |
| SMS gateway | | |
| Skype | - | - |
| Slack | - | |
| Microsoft Teams | | |
| Cloud file attachment | - | |
| SCCM | | |
| Application Manager | | |
| Mobile Device Manager Plus | | |
| Password Manger Pro | | |
| AD Manager Plus | | |
| AD Self Service Plus | | - |
| AlarmsOne | - | |
| Jira | | |
| Zapier | - | |
| Microsoft Azure AD User Sync | | |
| TeamViewer | - | |
| Zoho Circuit | - | |
| Microsoft Intune | - | |
| Cloud Telephony | - | |
| Zoho Survey | - | |
| Zoho Directory | - | |
| Connect your ServiceDesk Plus Cloud account with external apps using a secure authentication mechanism | - | |
| Create Office 365 calendar entries from reminders in ServiceDesk Plus, and sync reminders and leave days between ServiceDesk Plus and Microsoft Office 365 calendars | - | |
| Scripts | Java/Python | Deluge |
AI and ML
| Smart ticket categorization with intelligent suggestions | | |
| Predictions for field attributes like subcategory and item | - | |
| Zia priority predictions for incoming tickets | - | |
| Template predictions for technicians and end users alike | | |
| Prediction and auto assignment of technicians with the right expertise | - | |
| Accelerated auto approvals based on the user's email response | | |
| NLP-based automatic closure of tickets | - | |
| NLP-based automatic reopening of tickets | | |
| Zia conversational virtual agent | | |
| Intuitive conversation workflows with Zia Blended Conversations | - | |
| Voice-based chat for ticketing actions | - | |
| Default Zia actions to perform various service desk activities | | |
| Serverless Zia developer console to build custom Zia actions | - | |
| Zia code generator for Custom Functions | - | |
| Zia widget: Make Zia available across your websites or intranet pages | - | |
| Detection and automation of asset acknowledgements from email replies | - | |
| Scouring external sources with the Ask ChatGPT action in Zia | - | |
| Reply generation and content enhancement | - | |
| Generation of concise ticket summaries in Microsoft Teams | - | |
| Intelligent ticketing operations within Microsoft Teams with the ServiceDesk Plus plugin for Microsoft Copilot | - | |
Multilingual AI
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| Swedish | ||
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| Polish | ||
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Custom schedules
| Custom schedules | | |
User surveys
| Separate survey for incident and service requests | | |
| Multiple question types | | |
| Multi-language support | | |
| General survey | | - |
| Criteria to trigger survey | | |
System requirements
| Supported operating systems | ||
| Windows | | - |
| Linux | | - |
| Supported databases | ||
| MSSQL | | - |
| Postgres | | - |
| Supported browsers | ||
| Internet Edge | | |
| Firefox | | |
| Chrome | | |
For more information on our pricing models, click here