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About the study

ManageEngine commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential ROI of ServiceDesk Plus. The study concluded that organizations can achieve benefits up to a net present value of $2.08 million, with a payback period of less than six months.

The study aims to help you estimate the potential financial impact of implementing ServiceDesk Plus in your organization. For the study, Forrester anonymously interviewed four ServiceDesk Plus customers across industries and collated their benefits and costs into a single composite organization. The benefits of ServiceDesk Plus enjoyed by this composite organization are quantified in the study based on Forrester's robust methodology.

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ServiceDesk Plus benefits of Forrester TEI study

Here are a few major benefits of implementing ServiceDesk Plus, as found in the study:

  • Organizations can achieve total benefits of $2.67 million.
  • End users save up to six minutes per ticket submission.
  • IT managers spend 75% less time handling changes and asset audits.
  • Service desk technicians save an average of 10 minutes while processing an incident.
  • Managers save an average of eight hours for each monthly KPI report.

While the TEI study offers hard data to evaluate how ServiceDesk Plus can add value to your business, it also gives insights directly from decision makers with experience using ServiceDesk Plus, such as:

“IT, human resources, finance—almost everyone in the company uses ServiceDesk Plus regularly. For HR, we built an integration with Workday for processing employee onboarding, transfer, and profile updates. We use this for purchase orders. Finance reviews and approves all requests with this tool. ServiceDesk Plus was a big improvement from the system we had before.”

- Director of IT service management & automation services, financial services

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