Intelligent Unified Service Management (USM) for the Digital Enterprise
ServiceDesk Plus is a service management solution that combines IT service management, IT asset management, and CMDB with enterprise service management capabilities for departments including HR, facilities, and finance. Embedded AI-capabilities—powered by proprietary AI-technologies, and other AI-solutions like OpenAI’s ChatGPT and Microsoft Copilot—in ServiceDesk Plus enable service delivery teams to infuse intelligence within their existing ITSM practices and workflows seamlessly.
Full stack ITSM
Incident management
Reduce outages, improve agent productivity, meet SLAs, and manage the complete life cycle of IT tickets.
Asset management
Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.
Project management
Create projects, manage resources, track progress, and integrate projects with requests and changes to fine-tune your overall IT service delivery.
Problem management
Analyze root causes, reduce repeat incidents, and boost your IT help desk's productivity.
CMDB
Visually build relationships between CIs and analyze the business impact of any outages or change implementations.
Service catalog
Showcase your available services to end users, with custom SLAs and multi-stage approvals.
Change management
Streamline planning, approval, and implementation with automated workflows.
Enterprise service management
Extend proven ITSM best practices to HR, finance, and other service delivery areas.
IT release management
Make your releases work in tandem with your change management process.
Space management
Optimally utilize your organization’s campuses while keeping workplace amenities and services in check.
AI-driven ITSM
Generative AINew
Unlock a range of functionalities designed to improve efficiency and overall user experience with intelligent, GenAI-powered support.
Microsoft CopilotNew
Transform the way your technicians and end-users work, communicate, and collaborate by letting Microsoft Copilot work alongside ServiceDesk Plus.
Conversational virtual agent
Empower end users with personalized, AI-augmented conversations that lead to actionable self-service.
Predictive Intelligence
Anticipate outcomes and make accurate decisions easily by leveraging Zia's predictive intelligence and save time for your technicians.
Self-service
Self-service portal
Facilitate easy request creation, and keep end users informed on ticket progress and approvals.
Live chat
Allow real-time collaboration and interaction between technicians and end users through the in-product live chat.
Knowledge base
Allow end users to solve repeat incidents with known solutions, helping deflect tickets from your service desk.
Native mobile apps
Take your service desk wherever you go with ServiceDesk Plus' iOS, Android, and Windows apps.
Automation
Business rules
Simplify your incident workflows by performing criteria-based actions on incoming requests.
Tech auto-assign
Automatically assign tickets based on technician availability with round robin or load-balancing methods.
Smart notifications
Alert IT technicians and end users at every step of the ticket journey with custom email and SMS notifications.
SLAs and escalations
Ensure timely service delivery and incident resolutions with custom SLAs and proactively enable multi-level escalations.
Preventive maintenance tasks
Automatically create requests with all request parameters defined at scheduled frequencies for regular maintenance activities.
Email to ticket
Convert email requests and incidents to tickets automatically and enjoy automated ticket routing to the right technicians.
Request life cycle
Visually design the complete life cycle of a ticket with various statuses and transitions using a simple drag-and-drop canvas.
Visual change workflows
Design change workflows on a drag-and-drop canvas with multiple stages and statuses, and actions like notifications, field updates, and approvals.
Problem life cycle
Design life cycles for your problem management using a drag-and-drop canvas to optimize your IT problem-solving.
Asset life cycle
Design the entire life cycle of assets on an easy drag-and-drop canvas and standardize asset management practices across the enterprise.
Workflow automation
Turn your complex IT and business processes into hyper-efficient, automated workflows, and trigger them with just a single touch.
Orchestration
Design and orchestrate your service management practices with visual workflows and single-touch automations.
Asset management
IT asset discovery
Discover and import all your asset information into your service desk with multiple scanning techniques.
IT asset tracking
Schedule periodic scans to get updates on your network and to track hardware or software changes on individual work stations.
Software asset management
Manage all aspects of your software assets including purchasing, deployment, maintenance, utilization, and disposal.
Software license management
Identify and eliminate unused licenses, plan future software purchases, and ensure software compliance.
Asset loan
Manage and track temporarily-loaned assets to users during the loan period.
Purchase and contracts management
Automate your supplier interactions, including purchases and maintenance contracts, with full traceability and visibility.
Inventory catalog
Build your IT product catalog and categorize products based on types and subtypes.
Unified agent for asset discovery
Discover and track your IT asset landscape with the unified asset discovery agent, which offers enhanced IT asset management (ITAM) capabilities in addition to asset discovery.
Asset Replenishment
Trigger automated notifications when asset inventory is low. Never run out of stock again.
Consumables handling
Maintain your consumables inventory with a centralized view that allows you to add, view, and track them all from one place.
Reports and dashboards
Native reporting
Use out-of-the-box reports or generate custom reports across modules with a few clicks.
Inventory reports
Generate custom, query, and preconfigured reports and track key metrics to stay on top of your IT asset management.
Insightful reports
Perform deep dive analyses on your IT service desk data and generate visually-rich reports and dashboards on a drag-and-drop canvas.
Surveys and survey reports
Create and launch general surveys or surveys related to specific request types.
Dashboard and reports
Create advanced ITSM reports and bespoke dashboards to seamlessly visualize ITSM data, uncover deep insights, and drive strategic, data-informed decision-making.
How can ServiceDesk Plus help?
Unified service management platform
Manage your organization's users, control organization-level configurations, and maintain individual service desks from a central console.
Rapid-start enterprise service desk
Remove any hurdles to service desk deployment by allowing business functions to create and launch their own instance in less than 60 seconds.
Unique service desk instances
Provide departments with the necessary autonomy to maintain unique request templates and automations, as well as their own service catalog.
Single enterprise service portal
Allow users to access various service desk instances from a central enterprise self-service portal.
Out-of-the-box best practices
Leverage ServiceDesk Plus' built-in process automation and service management capabilities to streamline services across business departments.
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