Here's a list of the new features and enhancements that are available in the latest version of ServiceDesk Plus

Visualize and automate change enablement processes with graphical workflows.

ServiceDesk Plus' new visual change workflow builder enables IT teams to build complex change workflows easily with all necessary automations and customizations to remove process gaps within their organization’s change enablement processes.

  • Improve rollout efficiency with well-planned change processes by building visual change workflows on a drag-and-drop canvas.
  • Customize workflows with various stages, statuses, conditional branching, and field updates to visually map the entire possible journey of an IT change.
  • Streamline your change enablement process with a variety of mission-critical automations like approvals, notifications, and other updates across your change life cycle.
  • Set up unique change workflows for general or emergency changes, and control how different change types are handled in your organization.
Asset management module

New and improved asset management module UI.

The asset management module gets a UI overhaul to improve the user experience, with a new updated list view, details page, and the CMDB view. See more asset information and access it easily with the new, intuitive UI.

Now supports integrations with ManageEngine Key Manager Plus and telephony servers.

ServiceDesk Plus' integration with Key Manager Plus automatically logs SSL certificate alerts raised in Key Manager Plus for expiration or vulnerability as requests in ServiceDesk Plus and syncs certificates from the CMDB. Technicians can renew or deploy SSL certificates and initiate vulnerability scans right from ServiceDesk Plus.

ServiceDesk Plus also now integrates with telephony servers like Asterisk and Avaya to enable call notification pop-ups within ServiceDesk Plus.

Integrate with telephony servers
Mange custom reports

Reports gets a new report type among other improvements.

Use the new request metrics report type to generate reports and dashboards on metrics like completed requests based on specific criteria like average response or resolution time.

Users can now also generate time spent and tasks module reports using all the available request properties in the request details page.

Other quality-of-life improvements:

  • Automatically close all related tasks when a change is cancelled or closed.
  • Require comments when users approve or reject an approval request.
  • Users can now view their last successful or failed login attempt details as a banner when logging in to ServiceDesk Plus.

You can read the entire list of improvements rolled out in the latest release here.

ServiceDesk Plus software updates

Trusted by the world's best organizations

Let's support faster, easier, and together