ServiceDesk Plus
ServiceDesk Plus is an AI-driven unified service management platform that combines IT service management (ITSM), IT asset management (ITAM), and CMDB with enterprise service management capabilities for departments including HR, facilities, and finance. Available from ITR Technology as an authorized ManageEngine partner.
20 years
of IT service management excellence
Backed by a broad and deep IT management ecosystem, ServiceDesk Plus can help IT infrastructure and operations (I&O) teams orchestrate end-to-end IT management.
14 distinct
ITIL®-certified practices
Including knowledge, monitoring & event, service financial, and service level management. ServiceDesk Plus is certified as ITIL-compatible by PeopleCert.
10 distinct
PinkVERIFY™ certified practices
Including AI Capability, IT asset, change, configuration, incident, problem, request, and release and deployment management.
Embedded AI-Capabilities
Powered by three types of AI – predictive, conversational, and generative – ServiceDesk Plus enables service delivery teams to infuse intelligence within their existing ITSM practices and workflows seamlessly. The platform integrates with AI solutions including its native Zia assistant, OpenAI’s ChatGPT, and Microsoft Copilot. Available both on-premises and in the cloud, ServiceDesk Plus is the ideal choice for organizations looking for a scalable, secure, and extensible IT and enterprise service management solution with a proportionate ROI. ITR Technology provides local deployment support, configuration, and ongoing management for ServiceDesk Plus across all editions.
High-value AI for ITSM
ServiceDesk Plus offers multiple native AI capabilities across all editions without any additional costs, enabling organizations to leverage AI technologies without any impact on the ROI of their ITSM investments. Zia, the native AI assistant, provides predictive ticket routing, smart suggestions, and automated responses.
Power of AI without the hassles
Flexibility to leverage various AI technologies and LLMs contextually across workflows, and employee touchpoints. Choose between Zia’s native LLM at no extra cost, or integrate with public AI providers like ChatGPT and Azure OpenAI.
Last-mile customizations
Low-code capabilities to create and deploy custom modules, forms, configurations, and reports. Build tailored workflows and automations that match your organization’s unique service delivery requirements.
Frequently asked questions
What are the recommended features expected in a modern service desk software?
A capable service desk software offers a self-service portal for end users, a mobile app for on-the-go support, a rule-based action engine to automate common operations, and a built-in report generation module to track performances. ServiceDesk Plus, with its expansive set of capabilities, can effortlessly handle the requirements of new-age enterprises of all sizes.
How long does it take to implement ServiceDesk Plus?
The implementation period depends on the complexity of the environment. On average, ServiceDesk Plus can be set up in about twelve weeks for a large enterprise. ITR Technology provides full implementation support to ensure a smooth deployment tailored to your organization’s requirements.
Can ServiceDesk Plus be used solely as a ticketing system?
Yes, the standard edition of ServiceDesk Plus has email to ticket conversion capability, ticket handling automation, and a wide range of customizations, along with a native reporting tool that can support your ticketing requirements.
Can non-IT help desk teams use ServiceDesk Plus as well?
Yes, non-IT teams like facilities, legal, and HR can leverage the enterprise service management capabilities of ServiceDesk Plus to handle user queries and requests through dedicated service desk instances.
Does ServiceDesk Plus offer AI-powered capabilities?
Yes, ServiceDesk Plus offers a wide range of AI capabilities including intelligent recommendations, a smart virtual support agent (Zia), predictive ticket categorization, generative AI for drafting responses and summaries, and workflow automation – all available at no additional licensing cost.
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