ServiceDesk Plus

On-Premises vs. Cloud

Feature comparison
ServiceDesk Plus / On-premises vs cloud service desk
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Feature On-Premises Cloud
Web-based access
Custom tracking fields
Minimal learning curve simple user training
ITIL standards support
Configuration wizard for software setup
Data archiving
Technician broadcast message/notification
ITIL standards support
Service catalog
Incident management
Problem management
Change management
Release management -
Integrated CMDB
Project management
Custom application platform -
Request management/call tracking
Request mode
  • Email
  • Phone
  • Chat
  • Self-service portal
  • Customize the self-service portal for technicians and requesters separately.
  • Add, delete, re-arrange and re-size custom widgets
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 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 efficiently manage technicians
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 - Use custom actions as conditions to execute business rules -
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
End user self-service
Self-service portal
End users can create new requests
End users can create new service requests
Check status and update existing requests
Update contact details
Searchable knowledge base
Solution and announcement auto-suggestion for requester during request creation
Knowledge management
Technician access to knowledge management services
Approval process for newly added solutions
Keyword search to find solutions based on request description
Indexed document search for faster results
Search history, including previously resolved requests
Rich text editor
Like/dislike solution -
Comments -
Link solutions -
Ability to show the requests resolved by using a particular solution -
Expiry dates for solution -
Review dates for solution -
Video Embedding -
SLA management
Configure different levels of escalation
Automatic escalations
Notifications before SLA is breached
First response based SLA
Pre-built standard reports
Custom reports
Flash reports
Integration with third-party reporting software (e.g. Crystal Reports) -
Export reports to CSV, XLS, or PDF
Reports scheduler (auto-generation & distribution)
Analyze trends and performance levels
Real-time updates included in reports
Save and schedule customized reports
Query reports for developers -
Asset management
Barcode scanning
Automatic workstation discovery
Discovery of all IP devices (e.g. printers, scanners, etc.)
Discovery and complete scan for Windows, Linux, and Mac machines
Distributed workstation scan
Import assets from CSV
Import software licenses from CSV
Vendor and asset associations along with details
Assets and asset relationships
Asset history with a list of associated requests
Define business rules for assets
Software compliance
Support for client access license (CAL) and volume-based software licensing
Dynamically scan network or import files to build asset list
Remote control
Asset loan
Purchase management
Manage purchase requests
Contact vendors directly from application
Integration with purchases, assets, and vendors
Purchase order approval system
Schedule approval reminder notification
Add invoice details to purchase orders
Reconcile purchased assets with scanned assets
Purchase request -
PO to Service request mapping
Contracts 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 contract
Multiple contract notification
Service catalog
Record service requests
Manage service categories and services
Service level agreements
Service request approval
Schedule approval reminder notification
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
Configure statuses (e.g. open, on hold, closed, etc.)
Link incidents to assets and configuration items (CIs)
Incident templates
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 Template -
Change management
Custom change templates
Configurable change workflows
Visual workflow builder & life cycle for change -
Dynamic templates with field and form rules -
Initiate/record new change request
Initiate change request from an incident/problem
Associate multiple incidents/problems with a change
Create change advisory boards (CABs)
Request approval from CAB members
Schedule approval reminder notification
Add impact analysis
Record workarounds and solutions
Coordinate change implementation
Review changes
Make announcements to technicians and/or end users
Custom change triggers
Recover deleted changes -
Stage based task creation in the change and change template -
UAT & Release stages -
Associate projects to a change
Associate a release to a change -
Change calendar view
Change conversations
Multi-stage change approval process -
Configure backup approver
Release management
Utilize custom release templates -
Use the visual workflow builder -
Create custom release roles -
Associate release roles to templates -
Initiate a release from a change request/associate change -
Configure stages and statuses -
View the release calendar integrated with changes -
Use notification rules and customizable email templates -
Add impact, roll out, and back out plans, and use a checklist for implementation -
Send custom notifications -
Schedule approval reminder notifications -
Make announcements to technicians and/or end users -
Carry out post-deployment training and review -
Link releases to assets and configuration items (CIs) -
Define relationships between CI's based on their dependence
Define and manage CI's to ensure uninterrupted IT service
Define CI types and relationship types
Attach documents to CIs
Map view for CI relationships explaining the relationship between CI's
Integration with incident management module
Integration with problem management module
Integration with change management module
Integration with release management module -
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
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 -
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
Email integration
Single Sign On
- AD FS 2.0/3.0 -
- Google Apps -
- Integration with Okta -
- Azure AD -
Short message services (SMS) integration
API integration
Outlook integration -
Microsoft actionable messages integration -
OpManager integration -
Zoho Analytics integration
Active Directory integration
Mobile apps for Android and iOS devices
Remote control software integrations
Desktop Central integration
Site24x7 integration
Live chat
SMS gateway
Skype integration -
Slack Integration -
Microsoft Teams Integration
Cloud file attachment -
SCCM integration
Application Manager -
Mobile Device Manager Plus -
Password Manger Pro -
AD Manager Plus -
AD Self Service Plus -
Jira Integration
Zapier Integration -
Microsoft Azure 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
Artificial Intelligence
  • Answer direct questions from technicians and end users.
  • Provide answers to complicated questions by scouring the application database
  • Perform service desk operations like opening and editing tickets.
  • Serverless Zia developer console to build custom Zia actions
  • Conversational chatbot on native mobile apps
  • Execute user's approval action based on email response
Custom Applications
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
Custom schedules
User Survey
Separate survey for Incident and Service request -
Multiple question types -
Multi-language support
General survey -
Criteria to trigger survey -
System requirements
Supported operating systems
Windows NA
Linux NA
Supported databases
Oracle - NA
Postgres NA
Supported browsers
Internet Explorer
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

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