ServiceDesk Plus

Cloud vs On-Premise

A comparison of features
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Feature On-Premise Cloud
General
Easy web based access
Provision to create custom tracking fields
Minimal learning curve supported with simple user training
Supports ITIL Standards
Configuration wizard to setup software
Data Archiving
ITIL Standards Support
Service Catalog
Incident Management
Problem Management
Change Management
Integrated CMDB -
Project Management
Custom Application Platform -
Request Management/Call Tracking
Request mode
  • Email
  • Phone
  • Self-Service portal
Multi-site Support
Right-to-left language support
Central repository to log and track issues
Auto-generation of tickets
Announcements to display important crisis to the users
Maintenance Contracts links
Send and receive email from the application
Automatically merge email replies as conversationsĀ  -
Send and receive SMS (short message services) from the application
Email Parser
Automatic classification and routing of messages
Forward requests manually and automatically
Request Form Customization
Dynamic request forms with field and form rules
Linking two similar requests
Merge service requests -
Rich text editor and ability to add attachments
Requests Scheduling
Technician Calendar
Real-time request collaboration -
Request sharing with end users and agents -
Technician access roles
Fine grained authorizations
Creating multiple tasks for the request
Handling of dependent task
Email Spam Filter & Email Notification Filter
Classification and routing based on work groups
Instant request and workstation history
Filter request history -
Request classification by category
Combined request and task view -
Communicate priorities and severities along with the request
Automatic escalation of requests based on Business Rules
Trigger email when a business rule is matched
Apply business rule after editing a request
Continue with subsequent business rules after one rule is matched
Queue support to efficiently manage technicians
Provision to attach documents to a request
Manage, edit, assign, and close tickets as a group
Request Closing Rules
Automatic closure of ticket upon denial of request -
Manager Dashboard
Round Robin method to assign tickets
Ticket Load Balancing
Ability to import categories, sub categories, and items from CSV
Configure request action menu -
Configure workflows with custom triggers -
End User Self Service
Self-service portal included with the Help Desk
Is it web-based?
End users can create new requests
End users can create new Service Requests
Check status and update existing requests
Update contact details
Search knowledge base for users
Knowledge Management
Access to knowledge management services for technicians
Approval for newly added solution
Keyword search to find solutions based on request description
Indexed document search for faster results
Search history with previously resolved requests
Rich text editor
SLA Management
Configure different levels of escalation
Automate escalations during escalation
Notify before SLA is breached
First Response based SLA
Reporting
Pre-built standard reports
Custom reports in tabular format
Flash Reports
Integration with third party reporting software like Crystal Reports -
Reports to be exported as .csv, .xls and Pdf format
Reports Scheduler (Auto generation & distribution)
Analyze trends and performance levels
Real-time update on reports
Save and schedule customized reports
Query Reports from UI -
Asset Management
Barcode scanning
Automatic discovery of workstations in the network
Discovery of all IP devices such as printer, scanner etc.
Discovery and complete scan for Windows, Linux and Mac machines
Distributed workstation scan
a) Import assets from CSV
b) Import software licenses from CSV
Vendor and asset associations along with details
Assets and Asset relationships
Asset History along with the request
Define business rules for assets
Software compliance
Support for Client Access License (CAL) and Volume based Software licensing.
Build asset list dynamically scanning networks or importing files
Remote Control
Purchase Management
Manage purchase requests
Directly contact vendor from application
Integration with purchase, assets, and vendors
Purchase order approval system
Add invoice details to the PO
Reconciling purchased asset with scanned asset
Contracts Management
Create and manage contracts
Add information and attach documents related to contract
Associate contracts to Assets
Generate alarms before contracts expire
Service Catalog
Record Service Request
Managing the menu as Service Categories and Services
Service Level Agreement
Service Request Approval
Add tasks to the Service Request
Add Resources to the Catalog
Manage the catalog for different user groups
Classification between IT and Business Service Categories -
Incident Management
Incident Classification
Record Service Requests
Impact
Urgency
Priority
Status (e.g., Open, On hold, Closed, etc.)
Link incidents to assets and CIs
Incident Templates
Problem Management
Problem detection and classification
Initiate new problem from incident
Initiate/Record new problem
Associate multiple incidents to a single problem
Problem priority
Add analysis on root cause, impact etc.
Add workaround, solutions or known-error
Problem closure
Change Management
Create custom change templates -
Create configurable change workflows -
Create dynamic templates with field and form rules -
Initiate/Record new change request
Initiate change request from incident/problem
Associate multiple incidents/problems to a change
Create Change Advisory Boards (CABs)
Send for approval to CAB members
Add impact analysis, root cause and symptoms
Record workarounds and solutions
Coordinate change implementation
Review changes
Make announcements to technicians and/or end users
Change Workflows -
Trigger custom actions using change custom triggers -
CMDB
Define relationships between assets based on their dependence -
Define and manage assets to ensure uninterrupted IT service -
Relationship chart explaining the relationship between assets, workstations, software, people, etc. -
Define CI types and Relationship types -
Attaching documents for CIs -
Map view for the CI relationships -
Integration of incident, problem and change with CMDB -
Project Management
Create custom project templates
Import data from MS Projects
Projects, Milestones & Tasks Integrations
Task Planning & Management
Project History
Effort Estimation
Notifications & Comments
Notifications & Comments
Gantt View
Project Overview Map
Integration
Integration with email
Integration with short message services (text)
API Integration
API for Outlook integration -
Integration with Microsoft Actionable Messages -
Integration with Op Manager -
Integration with Zoho Reports
Integration with Active Directory
Integration with Android and iOS devices
Integration with remote control
Integration with Desktop Central
Integration with Site24x7
Live Chat
SMS Gateway
Skype Integration -
Provision to attach files from cloud -
SCCM Integration
Custom Applications
Create custom forms with varied field/date types in the Drag and Drop Interface -
Add custom validations, actions, triggers and define custom workflows -
Share custom app with specific users -
Refer to important ticket data via look ups -
Host your custom apps in any portal of your convenience as web forms -
Custom Schedules
Custom Schedules -
System Requirements
Operating Systems supported (Indicates versions under comments)
Windows NA
Linux NA
Databases supported (Indicates versions under comments)
Oracle - NA
MSSQL NA
MYSQL NA
Postgres NA
Browsers supported
Internet Explorer
Firefox
Chrome
Pricing
Standard Edition FREE for up to 5 techs. On-Premise Cloud
Professional Edition FREE for up to 2 techs and 250 nodes.
Enterprise Edition FREE for up to 2 techs and 250 nodes.
Subscription Model Yearly & perpetual basis Monthly & yearly basis

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