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The power of 360 degree ITSM

ManageEngine ServiceDesk Plus integrations

Organizations are increasingly reliant on digital initiatives, like mobile applications and IoT devices, to gain a competitive advantage. While this pushes technological boundaries, the success of these initiatives lies in their reliability over time. Behind the scenes, the IT team ensures the reliability of business operations.

However, even some of the most robust IT teams struggle because they have a different tool for each section of their IT infrastructure (application, network, server, database, etc.) with no integration between these solutions. This siloed approach forces IT admins to wade through a multitude of reports, notifications, and alerts without gaining real-time, contextual visibility into what is happening in their IT environment. A non-integrated IT environment will eventually lead to inconsistent service delivery, a sub-optimal user experience, and even delays in service restoration.

Since the IT service desk acts as a bridge between the business and the IT department, the service desk team understands the practical value IT provides for the business. Integrating your IT environment with the service desk as the epicenter allows IT admins to gain real-time visibility into your organization's IT infrastructure. This approach helps streamline incidents, reports, notifications, alarms, and alerts by channelling them through the service desk to be categorized, prioritized, and assigned to corresponding technicians accordingly.

In essence, an integrated IT service desk bolsters the ITSM team by expanding their boundaries across all IT functions, thereby providing more value to the business. The top priorities for IT admins in the near future show why ITSM integrations are indispensable.

ITSM automation

75% want to use more automation

IT service desk business value

68% want to increase their service desk's value to the business

IT service desk performance monitoring

66% want to improve service desk performance

Benefits of ITSM integrations

Service desk workflows

Complex tasks to simple workflows:

For services like onboarding a new user, multiple teams come into play, including HR, legal, facilities, payroll, and IT. The various activities involved are performed in a particular sequence, where each team delivers a part of the service. An integrated service desk takes down the fences between departments, and strings the tasks into simplified, automated workflows so no complexities create errors or delays in service delivery.

Network alters to help desk tickets

Daily firefighting to optimal performance

It reflects poorly on the IT team when an end user is the first one to notice a problem in the network or a server. One employee being unable to access their email could snowball into an influx of tickets, and you may end up pulling support team members from other tasks so they can extinguish the fire. Establishing a system that automatically creates a ticket in the service desk when there is an anomaly in the performance of IT infrastructure is a lot smarter and much less stressful.

Remote desktop & patch management

Better visibility and control over endpoints

ITSM integrations with endpoint management tools can increase technician efficiency, enable proactive problem management, and even improve the user experience. While technicians can manage assets and deploy patches and software packages remotely to IT assets within a ticket, users benefit from more effective troubleshooting as technicians can take control of their assets right from tickets.

Help desk with self service integration

Empower end users with self-service

Self-service is touted as the cheapest method of handling tickets,* and every organization wants to lower its ITSM costs. Thanks to service desk integrations with Active Directory management tools, it is possible to let your users change their passwords, update their details, and unlock accounts by themselves. An integration with an endpoint management application also gives users the liberty to manage their software downloads from the service catalog. All this helps to reduce costs without sacrificing the user experience.

AI based service desk

Achieve a lot more with less

Equipping your ITSM with AI capabilities like a virtual agent can make users feel engaged in their self-service actions and make IT admins more confident of their decisions. AI-enabled capabilities in ITSM can free up to 30 percent of your support capacity. An AI-enabled chatbot can be robust first line support, where it can log, assist, route, automate, and even resolve the questions that it receives.

IT help desk software insights

Perform better service with deeper insights

Gaining a deeper understanding of the way your service desk performs can set you on the path to better performance. However, to gain such an understanding, you need an integrated business intelligence tool that can derive insights, reports, and visuals from service desk data. Integration with an analytics tool can help you answer the critical management questions you face and show you how to steer your service desk team in the right direction.

The native IT integrations of ServiceDesk Plus

ServiceDesk Plus offers powerful native integrations with industry-leading apps from ManageEngine to give you a 360-degree view and control of your IT infrastructure. Be it managing networks, applications, and desktops from your IT help desk console, or accessing advanced service desk analytics, it's all possible with ServiceDesk Plus.

Service desk native integrations workflow

ManageEngine Desktop Central: Control your endpoints from your service desk console

  • Fast troubleshooting: Interact with users by launching remote sessions right from within tickets to resolve their issues, improving technician productivity.
  • Automation for better control: Trigger software installation and uninstallation on end-user workstations from within your service desk console.
Help desk software with desktop management
Help desk with application manager Help desk with application manager

ManageEngine Applications Manager: Optimize the performance of your servers and applications

  • Keep your applications running: Ensure minimum disruptions by resolving issues before they affect your business. A ticket is automatically raised when a performance anomaly occurs in servers and applications, and the appropriate technician is notified.
  • Informed decision-making: Automatically map modifications in your IT infrastructure to your CMDB so you can predict the impact of any activity.

ManageEngine ADSelfService Plus: Empower your end users with self-service actions on password resets and more

  • Effective self-service: Enable your users to take care of simple requests like passwords resets, updating their personal details, and account unlocks by integrating your service desk with your organization's Active Directory.
  • Boost productivity: Spare your technicians from frequent low-level requests and let them focus on more critical tasks, thereby improving service desk performance.
Help desk with active directory management

ManageEngine ADManager Plus: Perform user management tasks right from your service desk console

  • Simplify user management: Save time and effort by enabling technicians to handle AD accounts for user provisioning, de-provisioning, and other changes in a secure, non-invasive manner within the service desk console.

ManageEngine Password Manager Pro: Securely initiate remote sessions on user assets

  • Automate authentication: Eliminate redundant efforts without compromising security while taking control of user assets. Troubleshoot remotely via RDP and SSH from the service desk, and save time by automating the authentication process.
Help desk with password management
Help desk with ITSM analytics

ManageEngine Analytics Plus: Lead service operations using business intelligence

  • Powerful insights: Gain deep understanding of your service desk performance without breaking a sweat with code-free report generation. Make critical decisions on your service strategy based on valuable information.

ManageEngine OpManager: Respond to network faults faster

  • Instant notifications: Proactively manage network issues before they impact business continuity. Automate ticket creation and assignment when an alarm is raised.
Help desk with network monitoring
Zia help desk bot

Zia: Employ a virtual agent as your first line support

  • Conversational AI assistant: Make it easy for your users to get in touch with the IT help desk by simply conversing with Zia. Configure Zia to log tickets, add notes, and perform other custom actions.
  • Intelligent search: Ask Zia questions about service desk stats and get instant answers.

Site24x7

  • Proactive alerts: Identify performance issues with your servers and reduce your mean time to repair (MTTR) from within ServiceDesk Plus using IT Automation, and seamlessly log tickets in your ServiceDesk Plus portal when an issue is identified in your cloud infrastructure.
  • Seamless control: Once incidents are resolved in Site24x7, tickets are automatically closed in your ServiceDesk Plus portal. Track and manage tickets efficiently by designating them to technicians, resolve issues faster, and increase the overall productivity of your IT staff.
Cloud-based performance monitoring

The business integrations of ServiceDesk Plus

ServiceDesk Plus offers convenient integrations that connect your ITSM with your organization's business processes. Build a service experience where your business tools interact seamlessly with the service desk, reducing the gap between service management and business processes. ServiceDesk Plus integrates with the top business applications, and with its REST APIs, you can expand your ITSM boundaries anywhere.

Service desk native integrations workflow

Microsoft Outlook: Access the IT service desk right from your mailbox

  • Handle tickets from your inbox: Let technicians manage tickets that come through email right from their mailbox instead of switching to ServiceDesk Plus. From converting emails into ServiceDesk Plus tickets, to picking them up and closing them with First Call Resolved, the add-in helps technicians manage tickets across their life cycle, all from within their Outlook mailbox.
  • A more accessible help desk: The ability to access support from an Outlook mailbox, where the majority of work takes places, makes sense for end users. Users can create tickets and track them using the ServiceDesk Plus pane inside their mailbox.
Microsoft outlook emails to help desk tickets
Microsoft Office 365 integration

Office 365 actionable messages: Act on tickets from your mailbox

  • Manage tickets within email notifications: Let users and technicians interact with tickets right from the email notifications triggered by ServiceDesk Plus. Equip emails with actionable elements for picking up requests, adding notes, replying to requesters, closing tickets, and a lot more.

Microsoft Teams: Provide support right where work takes place

  • Support through tabs: Provide IT support from a tab in your organization's Microsoft Teams workspace. Users and technicians can quickly get their issues resolved without ever leaving the workspace. From picking up tickets to initiating remote sessions for diagnosis, Microsoft Teams and ServiceDesk Plus are fully equipped to provide a unified environment for your business and your IT support.
Microsoft Team integration
Atlassian Jira integration

Atlassian Jira: Create a bridge between Jira and ServiceDesk Plus

  • Link Jira issues with ServiceDesk Plus requests: Automatically create a record in Jira from an end user's request or an incident from ServiceDesk Plus.

Service desk APIs: Widen your service desk boundaries

  • Connect with any third-party app: With web-based APIs that are easy to integrate with the third-party applications that keep your business running, you can seamlessly exchange data between ServiceDesk Plus and your business tools.
Service desk API
Microsoft Office 365 integration

Office 365 Calendar: Easily keep track of your busy schedule

  • Sync your work schedule: Any reminders, tasks, time off requests, or other activities can be updated on either the Office 365 or ServiceDesk Plus calendar; the change will be reflected on both calendars so you won't miss out on anything.

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