Feature | On-Premises | Cloud |
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Web-based access | ![]() |
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Custom tracking fields | ![]() |
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Minimal learning curve simple user training | ![]() |
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ITSM best practices support | ![]() |
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Configuration wizard for software setup | ![]() |
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Data archiving | ![]() |
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Technician broadcast message/notification | ![]() |
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Custom Function Usage Stats | - | ![]() |
Secondary email for Technician | - | ![]() |
Service catalog | ![]() |
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Incident management | ![]() |
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Problem management | ![]() |
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Change management | ![]() |
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Release management | ![]() |
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Integrated CMDB | ![]() |
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Project management | ![]() |
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Custom application platform | - | ![]() |
Request mode | ||
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Multi-site support | ![]() |
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Right-to-left language support | ![]() |
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Central repository to log and track issues | ![]() |
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Auto-generate tickets | ![]() |
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User-facing announcements | ![]() |
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Send and receive emails from ServiceDesk Plus | ![]() |
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Automatically merge email replies as conversations | ![]() |
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Send and receive SMS from ServiceDesk Plus | ![]() |
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Email parser | ![]() |
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Automatic message classification and routing | ![]() |
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Request forwarding (manual and automatic) | ![]() |
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Request form customization | ![]() |
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Dynamic request forms with field and form rules | ![]() |
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Link two similar requests | ![]() |
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Merge service requests | ![]() |
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Rich text editor and attachment support | ![]() |
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Request scheduling | ![]() |
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Technician calendar | ![]() |
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Real-time request collaboration | ![]() |
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Request sharing with end users and agents | ![]() |
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Technician access roles | ![]() |
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Fine-grained authorizations | ![]() |
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Create multiple tasks for each request | ![]() |
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Dependent task handling | ![]() |
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Email spam and notification filters | ![]() |
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Classification and routing based on work groups | ![]() |
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Instant request and workstation history | ![]() |
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Request history filters | ![]() |
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Request classification by category | ![]() |
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Combined request and task view | ![]() |
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Priority and severity levels for requests | ![]() |
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Automatic request escalation based on business rules | ![]() |
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Trigger an email when a business rule is matched | ![]() |
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Apply a business rule after editing a request | ![]() |
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Continue with subsequent business rules after one rule is matched | ![]() |
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Queue support to efficiently manage technicians | ![]() |
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Attach documents to a request | ![]() |
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Manage, edit, assign, and close tickets as a group | ![]() |
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Request closing rules | ![]() |
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Automatic ticket closure upon denial of a request | ![]() |
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Manager dashboard | ![]() |
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Round-robin ticket assignment | ![]() |
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Ticket load balancing | ![]() |
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Import categories, subcategories, and items from CSV | ![]() |
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Configure the request action menu | ![]() |
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Configure workflows with custom triggers | ![]() |
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Custom actions - Build your own actions based on your business requirements | ![]() |
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Business rules - Use custom actions as conditions to execute business rules | - | ![]() |
Recover deleted requests | ![]() |
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Allow your technicians to add comments for any status change in a request | ![]() |
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Request life cycle | ![]() |
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Technician auto-assign | ![]() |
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Backup technician | ![]() |
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Backup approvers | ![]() |
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Kanban view | ![]() |
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Data migration between instances (ESM) | ![]() |
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Checklist feature | ![]() |
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Triggers for Request Sub Entities | - | ![]() |
Move requests between instances | - | ![]() |
Self-service portal | ![]() |
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Web-based | ![]() |
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End users can create new requests | ![]() |
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End users can create new service requests | ![]() |
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Check status and update existing requests | ![]() |
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Update contact details | ![]() |
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Searchable knowledge base | ![]() |
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Solution and announcement auto-suggestion for requester during request creation | ![]() |
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Self Service Portal Customization | ![]() |
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Support for requesters to create change requests | - | ![]() |
Technician access to knowledge management services | ![]() |
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Approval process for newly added solutions | ![]() |
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Keyword search to find solutions based on request description | ![]() |
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Indexed document search for faster results | ![]() |
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Search history, including previously resolved requests | ![]() |
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Rich text editor | ![]() |
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Like/dislike solution | - | ![]() |
Comments | - | ![]() |
Link solutions | - | ![]() |
Ability to show the requests resolved by using a particular solution | ![]() |
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Expiry dates for solution | ![]() |
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Review dates for solution | ![]() |
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Video Embedding | - | ![]() |
Additional fields support for solution | - | ![]() |
Configure different levels of escalation | ![]() |
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Automatic escalations | ![]() |
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Notifications before SLA is breached | ![]() |
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First response based SLA | ![]() |
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Pre-built standard reports | ![]() |
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Custom reports | ![]() |
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Flash reports | - | ![]() |
Integration with third-party reporting software (e.g. Crystal Reports) | ![]() |
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Export reports to CSV, XLS, or PDF | ![]() |
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Reports scheduler (auto-generation & distribution) | ![]() |
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Analyze trends and performance levels | ![]() |
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Real-time updates included in reports | ![]() |
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Save and schedule customized reports | ![]() |
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Query reports for developers | ![]() |
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Custom Widgets from Reports | - | ![]() |
Barcode scanning | ![]() |
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Automatic workstation discovery | ![]() |
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Discovery of all IP devices (e.g. printers, scanners, etc.) | ![]() |
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Discovery and complete scan for Windows, Linux, and Mac machines | ![]() |
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Distributed workstation scan | ![]() |
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Import assets from CSV | ![]() |
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Import software licenses from CSV | ![]() |
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Vendor and asset associations along with details | ![]() |
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Assets and asset relationships | ![]() |
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Asset history with a list of associated requests | ![]() |
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Software compliance | ![]() |
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Support for client access license (CAL) and volume-based software licensing | ![]() |
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Dynamically scan network or import files to build asset list | ![]() |
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Remote control | ![]() |
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Asset loan | ![]() |
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Asset Replenishment | ![]() |
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Enhanced Tracking of License Limits on Assets and Technicians | - | ![]() |
Triggers and custom actions for Asset | - | ![]() |
Track and manage consumables | - | ![]() |
Import vendor and asset association | - | ![]() |
Widget in Dashboard | - | ![]() |
Manage purchase requests | ![]() |
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Contact vendors directly from application | ![]() |
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Integration with purchases, assets, and vendors | ![]() |
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Purchase order approval system | ![]() |
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Schedule approval reminder notification | ![]() |
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Add invoice details to purchase orders | ![]() |
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Reconcile purchased assets with scanned assets | ![]() |
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Purchase request | ![]() |
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PO to Service request mapping | ![]() |
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Purchase Order Configuration Templates | - | ![]() |
Site-based Purchase Orders | - | ![]() |
Create and manage contracts | ![]() |
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Add information and attach documents related to a contract | ![]() |
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Associate contracts with assets | ![]() |
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Generate alarms before contracts expire | ![]() |
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Parent- child contracts | ![]() |
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Renew contract | ![]() |
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Multiple contract notification | ![]() |
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Automatic generation of requests for contracts nearing expiry | - | ![]() |
Site-based Contracts | - | ![]() |
Record service requests | ![]() |
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Manage service categories and services | ![]() |
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Service level agreements | ![]() |
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Service request approval | ![]() |
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Schedule approval reminder notification | ![]() |
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Add tasks to service requests | ![]() |
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Add resources to the service catalog | ![]() |
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Manage the catalog for different user groups | ![]() |
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Classify IT and business service categories | ![]() |
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Incident classification | ![]() |
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Record service requests | ![]() |
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Impact | ![]() |
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Urgency | ![]() |
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Priority | ![]() |
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Configure statuses (e.g. open, on hold, closed, etc.) | ![]() |
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Link incidents to assets and configuration items (CIs) | ![]() |
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Incident templates | ![]() |
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Problem detection and classification | ![]() |
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Create a new problem from an incident | ![]() |
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Record a new problem in the problems module | ![]() |
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Associate multiple incidents with a single problem | ![]() |
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Problem priority | ![]() |
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Add analysis on root cause, impact, etc. | ![]() |
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Add workarounds, solutions, or known-errors | ![]() |
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Problem closure | ![]() |
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Problem Life Cycle | - | ![]() |
Problem Template | - | ![]() |
Problem Form Rules | - | ![]() |
Custom change templates | ![]() |
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Configurable change workflows | ![]() |
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Visual workflow builder & life cycle for change | ![]() |
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Dynamic templates with field and form rules | ![]() |
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Initiate/record new change request | ![]() |
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Initiate change request from an incident/problem | ![]() |
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Associate multiple incidents/problems with a change | ![]() |
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Create change advisory boards (CABs) | ![]() |
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Change approval from CAB members | ![]() |
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Request approval from CAB members | ![]() |
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Schedule approval reminder notification | ![]() |
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Add impact, rollout, and backout plans, and use a checklist for implementation | ![]() |
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Capture planned and actual downtimes along with the CIs involved and the services affected. | ![]() |
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Coordinate change implementation | ![]() |
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Review changes | ![]() |
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Make announcements to technicians and/or end users | ![]() |
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Trigger custom actions for Changes | ![]() |
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Recover deleted changes | - | ![]() |
Stage based task creation in the change and change template | - | ![]() |
UAT & Release stages | - | ![]() |
Project Association | ![]() |
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Release Association | ![]() |
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Change Calendar View | ![]() |
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Copy Change | ![]() |
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Change conversations | ![]() |
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Multi-Stage and Multi level Change approvals | ![]() |
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Backup Approver | ![]() |
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Configure custom change actions using Custom Menu | - | ![]() |
Send custom change notifications | ![]() |
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Create custom change roles and associate them to change templates | ![]() |
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Restrict access only to the stages and statuses configured in the change workflow. | - | ![]() |
Change Roles can now be associated with Support Groups, CR's Site/Group based Technicians | ![]() |
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Utilize custom release templates | ![]() |
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Use the visual workflow builder | ![]() |
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Create custom release roles | ![]() |
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Associate release roles to templates | ![]() |
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Initiate a release from a change request/associate change | ![]() |
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Configure stages and statuses | ![]() |
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View the release calendar integrated with changes | - | ![]() |
Use notification rules and customizable email templates | ![]() |
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Add impact, roll out, and back out plans, and use a checklist for implementation | ![]() |
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Send custom notifications | ![]() |
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Schedule approval reminder notifications | ![]() |
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Make announcements to technicians and/or end users | ![]() |
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Carry out post-deployment training and review | ![]() |
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Link releases to assets and configuration items (CIs) | ![]() |
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Trigger and custom actions for Release | - | ![]() |
Recover deleted releases | ![]() |
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Dynamic templates with field and form rules | - | ![]() |
Import Releases, Release Tasks, and Release conversations | - | ![]() |
Define relationships between CI's based on their dependence | ![]() |
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Define and manage CI's to ensure uninterrupted IT service | ![]() |
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Define CI types and relationship types | ![]() |
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Attach documents to CIs | ![]() |
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Map view for CI relationships explaining the relationship between CI's | ![]() |
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Integration with incident management module | ![]() |
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Integration with problem management module | ![]() |
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Integration with change management module | ![]() |
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Integration with release management module | - | ![]() |
Trigger and custom actions for CMDB, | - | ![]() |
Graphically track and manage your users' tasks effectively. | ![]() |
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Categorize resource utilization based on workloads. | ![]() |
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Filter tasks based on time or time scales, sites, groups and technicians. | ![]() |
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Custom project templates | ![]() |
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Import data from MS Projects as CSV, Xls & Xlsx | ![]() |
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Project, milestone, and task integrations | ![]() |
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Task planning and management | ![]() |
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Project history | ![]() |
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Effort estimation | ![]() |
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Notifications and comments | ![]() |
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Gantt view | ![]() |
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Project overview map | ![]() |
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Export project Gantt map as PDF | ![]() |
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Kanban for Project Tasks | - | ![]() |
Task Dependency | ![]() |
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Resource Management | ![]() |
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Project Custom trigger and Custom function | ![]() |
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Single enterprise directory | ![]() |
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Unique service desk instances | ![]() |
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Service automation across departments | ![]() |
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Built-in catalog and templates specific to each service desk instance | ![]() |
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Centralized request portal | ![]() |
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Activities - Combined view of Tasks and Requests(Tickets) | ![]() |
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Custom Modules | - | ![]() |
Site Locale and Locale Specific Notification Templates | - | ![]() |
In-Product Communication | - | ![]() |
SmartView in Dashboards and Scheduler | - | ![]() |
Task Custom trigger and Custom function | ![]() |
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Email integration | ![]() |
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Single Sign On | ||
- AD FS 2.0/3.0 | - | ![]() |
- Google Apps | - | ![]() |
- Integration with Okta | - | ![]() |
- Microsoft Azure AD | - | ![]() |
Short message services (SMS) integration | ![]() |
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API integration | ![]() |
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Outlook integration | - | ![]() |
Microsoft actionable messages integration | - | ![]() |
OpManager integration | ![]() |
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Zoho Analytics integration | ![]() |
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Active Directory integration | ![]() |
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Mobile apps for Android and iOS devices | ![]() |
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Remote control software integrations | ![]() |
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Endpoint Central (formerly Desktop Central) integration | ![]() |
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Site24x7 integration | ![]() |
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Live chat | ![]() |
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SMS gateway | ![]() |
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Skype integration | ![]() |
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Slack Integration | - | ![]() |
Microsoft Teams Integration | ![]() |
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Cloud file attachment | - | ![]() |
SCCM integration | ![]() |
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Application Manager | ![]() |
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Mobile Device Manager Plus | ![]() |
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Password Manger Pro | ![]() |
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AD Manager Plus | ![]() |
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AD Self Service Plus | ![]() |
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AlarmsOne | - | ![]() |
Jira Integration | ![]() |
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Zapier Integration | - | ![]() |
Microsoft Azure AD User Sync | - | ![]() |
TeamViewer Integration | - | ![]() |
Cloud Telephony Integration | - | ![]() |
Zoho Survey Integration | - | ![]() |
Zoho Directory Integration | - | ![]() |
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 |
ZIA | ||
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Create custom forms with varied field/date types (drag-and-drop interface) | - | ![]() |
Add custom validations, actions, and triggers; define custom workflows | - | ![]() |
Share custom apps with specific users | - | ![]() |
Refer to important ticket data via lookups | - | ![]() |
Host your custom apps in any portal as web forms | - | ![]() |
Custom schedules | ![]() |
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Separate survey for Incident and Service request | ![]() |
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Multiple question types | ![]() |
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Multi-language support | ![]() |
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General survey | ![]() |
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Criteria to trigger survey | ![]() |
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Supported operating systems | ||
Windows | ![]() |
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Linux | ![]() |
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Supported databases | ||
Oracle | - | - |
MSSQL | ![]() |
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Postgres | ![]() |
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Supported browsers | ||
Internet Explorer | ![]() |
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Internet Edge | ![]() |
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Firefox | ![]() |
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Chrome | ![]() |
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Standard Edition |
Free for up to 5 techs. Paid version starts @ USD 1,195 for 10 technicians annually. | On-premises | Cloud |
Professional Edition | Starts at USD 495 for 2 techs and 250 nodes annually. | ||
Enterprise Edition | Starts at USD 1,195 for 2 techs and 250 nodes annually. | ||
Subscription Model | Yearly & perpetual basis | Monthly & yearly basis |