| 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 messages and notifications | |
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| Custom Function Usage Stats | - | |
| Secondary email for technicians | |
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| Manage sites and groups for technicians | |
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| Extensions | - | |
| 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 messages 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 manage technicians efficiently | |
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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 | |
(custom scripts) |
| Business rules: Build condition-based actions to suit your business requirements | - | |
| 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 | |
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| Timers for triggers | |
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| Announcement banners | - | |
| 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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| End users can check the status of and update existing requests | |
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| End users can update their contact details | |
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| Searchable knowledge base | |
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| Solution and announcement auto-suggestions for requester during request creation | |
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| Self-service portal customization | |
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| Support for requesters to create change requests | - | |
| Requesters can edit the requests | - | |
| Customization of end user portal | |
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| 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 the 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 or dislike solutions | - | |
| Comments | - | |
| Link solutions | - | |
| Ability to show the requests resolved by using a particular solution | |
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| Expiry dates for solutions | |
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| Review dates for solutions | |
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| Video Embedding | |
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| Configure additional fields | - | |
| Solution owner | |
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| Non-logged-in users can view solutions | |
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| Configure solution templates to quickly create and publish KB articles | - | |
| Configure different levels of escalation | |
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| Automatic escalations | |
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| Notifications before an SLA is breached | |
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| First-response-based SLAs | |
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| Prebuilt, 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 format | |
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| Report scheduler (auto-generation and 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 | |
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| Barcode scanning | |
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| Automatic workstation discovery | |
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| Discovery of all IP devices (e.g., printers and scanners) | |
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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 software licenses from CSV files | |
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| Vendor and asset associations along with their 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 and volume-based software licensing | |
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| Dynamically scan the network or import files to build an 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 assets | - | |
| Track and manage consumables | - | |
| Import vendors and associate assets | - | |
| Widgets on the Dashboard | - | |
| Asset life cycle | - | |
| Asset associations | - | |
| Asset auto-assign | - | |
| Manage purchase orders | |
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| Contact vendors directly from the 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 notifications | |
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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 requests | |
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| Purchase order 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 contracts | |
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| Multiple contract notifications | |
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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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| SLAs | |
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| Service request approval | |
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| Schedule approval reminder notifications | |
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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, or closed) | |
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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 Templates | - | |
| Problem Form Rules | - | |
| Triggers and custom actions for problems | - | |
| Custom change templates | |
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| Configurable change workflows | |
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| Visualize life cycles for change using workflows | |
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| Dynamic templates with field and form rules | |
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| Initiate and record new change requests | |
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| Initiate change requests from an incident or problem | |
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| Associate multiple incidents or 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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| Schedule approval reminder notifications | |
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| Add impact, rollout, and back out plans, and use a checklist for implementation | |
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| Capture planned and actual downtime 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, end users, or both | |
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| Triggers and custom actions for changes | |
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| Recover deleted changes | |
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| Stage-based task creation in changes and change templates | - | |
| User acceptance testing and release stages | - | |
| Project Association | |
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| Release Association | |
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| Change Calendar View | |
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| Copy Changes | |
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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 with 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, change request's site, or group-based technicians | |
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| Conflict detection for changes | - | |
| Timers for triggers and workflows | - | |
| 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 with templates | |
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| Initiate a release from a change request to associate a 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, rollout, 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, end users, or both | |
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| Carry out post-deployment training and review | |
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| Link releases to assets and CIs | |
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| Triggers 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 | - | |
| Custom menu for releases | - | |
| Custom widgets for releases | - | |
| Define relationships between CIs based on their dependence | |
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| Define and manage CIs 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 CIs | |
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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 | - | |
| Triggers and custom actions for CMDB | - | |
| Export CMDB relationship map as CSV or an image file | |
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| 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, and 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 view for project tasks | - | |
| Task Dependency | |
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| Resource Management | |
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| Custom triggers and custom functions for projects | |
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| Associate requests with a project | - | |
| Associate changes with a project | - | |
| Associate releases with a project | - | |
| 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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| Space management | |
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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 the Scheduler | - | |
| Custom triggers and custom functions for tasks | |
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| Single Sign On | ||
| - AD FS 2.0/3.0 | |
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| - Google Apps | |
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| - Okta | |
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| - Microsoft Azure AD | |
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| SMS | |
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| API | |
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| Outlook | - | |
| Microsoft actionable messages | |
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| OpManager | |
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| Zoho Analytics | |
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| Active Directory | |
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| Mobile apps for Android and iOS devices | |
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| Remote control software | |
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| Endpoint Central (Desktop Central) | |
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| Site24x7 | |
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| Live chat | |
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| SMS gateway | |
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| Skype | |
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| Slack | - | |
| Microsoft Teams | |
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| Cloud file attachment | - | |
| SCCM | |
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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 | |
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| Zapier | - | |
| Microsoft Azure AD User Sync | - | |
| TeamViewer | - | |
| 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 |
| Zia | ||
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| Create custom forms with varied field and 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 requests | |
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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 | |