ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is a comprehensive IT service management solution that helps organizations streamline their IT support operations, improve service quality, and meet ITIL best practices. Its robust feature set, ease of installation, and flexible pricing make it a valuable tool for organizations of all sizes looking to enhance their IT service delivery and support capabilities.


ManageEngine ServiceDesk Plus is an IT service management (ITSM) solution designed to streamline IT support operations and improve service quality. It is built on the ITIL framework and provides a comprehensive set of features for managing incidents, problems, changes, and assets, as well as delivering service catalog and self-service capabilities. ServiceDesk Plus is suitable for organizations of all sizes and is available in both on-premises and cloud-based deployment options.


  • Incident management
  • Problem management
  • Change management
  • Asset management
  • Service catalog
  • Self-service portal
  • Knowledge base
  • SLA management
  • Reporting and analytics
  • Integrations with third-party applications and services


How It Works

Incident Management

ServiceDesk Plus streamlines the handling of IT support tickets by automating ticket assignment, prioritization, and resolution. Users can report incidents via email, web forms, or the self-service portal, and technicians can track, update, and resolve tickets through a centralized console.

Problem Management

The solution helps organizations identify and address the underlying causes of recurring incidents by tracking problems, linking them to related incidents, and managing root cause analysis. Problem management features also include the creation and tracking of known error records and the implementation of workarounds and solutions.

Change Management

ServiceDesk Plus simplifies change management by providing a structured approach to planning, approving, implementing, and reviewing changes. The solution supports customizable change workflows, approval processes, risk assessments, and post-implementation reviews.

Asset Management

The solution offers comprehensive asset management capabilities, including automatic discovery and inventory of hardware and software assets, asset lifecycle management, and software license compliance tracking.

Service Catalog

ServiceDesk Plus enables organizations to create a service catalog that defines and standardizes the IT services offered to end-users. Users can request services through the self-service portal, and service requests are automatically routed to the appropriate support team for fulfillment.

Self-Service Portal

The self-service portal allows end-users to report incidents, request services, and access the knowledge base for self-help resources. The portal can be customized to match the organization’s branding and offers features such as announcements, FAQs, and user surveys.

System Requirements

ServiceDesk Plus can be installed on Windows and Linux operating systems. The specific system requirements vary depending on the platform and the desired deployment size. Please refer to the official documentation for detailed system requirements.

Installation and Setup

The installation process for ManageEngine ServiceDesk Plus is straightforward and can be completed in a few simple steps. Detailed installation instructions for various platforms can be found in the official documentation.

User Management

ServiceDesk Plus offers a flexible user management system, allowing administrators to manage user accounts, create custom roles with granular permissions, and assign users to specific roles. The solution also integrates with Active Directory and LDAP for centralized user management and single sign-on (SSO) capabilities.

Advanced Features

  • SLA Management: ServiceDesk Plus enables organizations to define and track service level agreements (SLAs) for various IT services, ensuring timely resolution of incidents and service requests.
  • Reporting and Analytics: The solution provides a robust set of reporting and analytics tools, including pre-built reports, custom report creation, and real-time dashboards.
  • Integrations: ServiceDesk Plus offers a RESTful API and integrates with various third-party applications and services, such as monitoring tools, remote support tools, and IT asset management solutions.


ManageEngine ServiceDesk Plus is designed with security in mind, utilizing industry-standard encryption algorithms and secure communication protocols. The solution also supports multi-factor authentication, IP restrictions, and secure access to sensitive data.

Pricing and Licensing

ServiceDesk Plus offers a range of pricing plans and licensing options to suit organizations of all sizes and budgets. For detailed information on pricing and licensing, please visit the official website.

Support and Resources

ManageEngine provides a variety of support resources for ServiceDesk Plus, including online documentation, knowledge base articles, video tutorials, and community forums. Customers with a valid license can also access technical support via email, phone, or live chat. For more information on support resources, visit the official support page.


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