ManageEngine expands its rapid-start Enterprise Service Desk solution footprint

Businesses can deploy individual service desk instances for multiple departments using ServiceDesk Plus and make them accessible to end-users on an enterprise service portal.

Pleasanton, Calif., 22 Oct 2019
Read time 2min 20sec
  • Adds multi-department service desk capabilities to its on-premises ITSM solution
  • Manages service delivery across business functions on a common platform
  • Provides a uniform service-ordering experience for end-users
  • Deploys a unique service desk instance in less than 60 seconds. Learn more at http://bit.ly/esm-sdp
  • Sign up for a free, 30-day trial of ServiceDesk Plus at http://bit.ly/download-esm

ManageEngine, the enterprise IT management division of Zoho Corporation, today announced the general availability of enterprise service management (ESM) capabilities in the on-premises version of its flagship ITSM (information technology service management) solution, ServiceDesk Plus. Businesses can now create and deploy individual service desk instances for multiple departments using ServiceDesk Plus and make them accessible to end-users on an enterprise service portal.

Fulfilling end-user expectations and unifying siloed service desks across the organisation can be challenging for IT leadership because of the absence of universally accepted standards for managing enterprise-wide service delivery processes. Service delivery, irrespective of business function, involves uniting data, people and processes through automation. Therefore, adopting proven service management best practices, like ITIL, across the enterprise is a wise move. ITSM solutions makes a great starting point for organisations to design, implement and move to an ESM model.

"While every department leverages technology to deliver its services, inconsistent processes and disparate tools result in a poor user experience overall and lost productivity," said Rajesh Ganesan, vice-president at ManageEngine.

"A proven way to address this challenge is to replicate IT's model of service delivery across the enterprise. This new capability in ServiceDesk Plus helps our customers seamlessly and effortlessly extend service management best practices to all departments."

Separate service desks delivering a unified experience

The ESM functionality in ServiceDesk Plus offers:

  • The rapid-start capability to create a service desk instance in under 60 seconds while keeping each department’s service desk compartmentalised and autonomous in terms of data, automations and people.
  • A central ESM portal for end-users to access the different service desk instances across the organisation.
  • An ESM directory to manage the organisation's users and service desks from a central console.

Pricing and availability

The rapid-start enterprise service desk capabilities will be available in the latest version of ServiceDesk Plus, launching on 8 October 2019. Based on the size and maturity of each department’s service delivery processes, organisations can choose between the Standard, Premium, and Enterprise editions for each instance. A free, fully functional 30-day evaluation edition is also available. For pricing, contact ITR Technology, http://bit.ly/2q6Wzyt

ServiceDesk Plus

ManageEngine ServiceDesk Plus is ITIL-ready help desk software with integrated asset and project management capabilities. With advanced ITSM functionality and easy-to-use capabilities, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 37 different languages. More than 100,000 organizations across 185 countries trust ServiceDesk Plus to optimize IT service desk performance and achieve high end-user satisfaction. To learn more about ServiceDesk Plus and its features, please visit www.manageengine.com/service-desk.

ManageEngine

ManageEngine is the enterprise IT management division of Zoho Corporation. Established and emerging enterprises — including 9 of every 10 Fortune 100 organizations — rely on our real-time IT management tools to ensure optimal performance of their IT infrastructure, including networks, servers, applications, desktops and more. We have offices worldwide, including the United States, the Netherlands, India, Singapore, Japan, China and Australia as well as a network of 200+ global partners to help organizations tightly align their businesses and IT. For more information, please visit www.manageengine.com; follow the company blog at blogs.manageengine.com and on LinkedIn at www.linkedin.com/company/manageengine, Facebook at www.facebook.com/ManageEngine and Twitter @ManageEngine.

ITR Technology

ITR Technology have been the sole distributers of ManageEngine software in South Africa for over 18 years. With certified support engineers, a dedicated sales team and a newly constructed ManageEngine training centre, ITR Technology values making a difference in the lives of South African IT professionals. For more information, please visit http://bit.ly/2q6Wzyt, follow us Facebook www.facebook.com/itrtech/, Twitter https://twitter.com/ITRTech_za  and LinkedIn www.linkedin.com/company/ITR Technology (ManageEngine South Africa). 

Editorial contacts
ITR Technology Sally-Anne Robertson sally@itrtech.co.za