Service Desk

ServiceDesk Plus

World-Class Enterprise and ITSM Platform

Overview

ServiceDesk Plus is an IT service management (ITSM) solution available in both cloud and on-premise versions, designed to streamline IT support and enhance service delivery. It offers a comprehensive suite of features, including incident management, problem management, asset management, and change management, helping organisations improve efficiency and maintain compliance with ITIL best practices. The cloud version provides flexibility, scalability, and automatic updates, making it ideal for businesses looking for a hassle-free, managed solution. Meanwhile, the on-premise version offers greater control, customisation, and data security for organisations that require in-house deployment. Both versions empower IT teams to deliver high-quality support with automation, AI-driven assistance, and advanced reporting tools.

Key Features

• Best practice ITSM capabilities, Incident Management, Problem Management, Change Management
• Intelligent automations
• No-code and low-code customizations
• Enterprise service desk
• ITAM with CMDB
• Native IT integrations
• Business integration reports

Which IT Challenges Does ServiceDesk Plus Solve?

ServiceDesk Plus solves several key IT service management challenges, including:

• Unorganised Ticket Management – Provides a centralised system to track, prioritise, and resolve IT issues efficiently.
• Delayed Issue Resolution – Automates workflows, ticket assignments, and approvals to speed up IT support.
• Recurring IT Problems – Helps identify and eliminate root causes with problem management.
• Uncontrolled IT Changes – Implements structured change management to minimise risks and disruptions.
• Lack of Asset Visibility – Tracks and manages IT assets to prevent mismanagement and compliance issues.
• Limited Self-Service Options – Offers a self-service portal for users to log issues and find solutions independently.
• Poor IT Compliance & Auditing – Ensures ITIL compliance and provides audit-ready reports for governance.
• Inefficient Communication – Supports multi-channel communication (email, chat, phone, portal) for seamless IT support.

Which Edition Of ServiceDesk Plus Do I Need?

The right ServiceDesk Plus edition depends on your organisation’s size, ITSM requirements, and budget.

• Standard Edition – Best for small IT teams needing basic help desk and ticketing features, including incident management and a self-service portal.
• Professional Edition – Suitable for growing organisations that require IT asset management (ITAM) alongside help desk features to track and manage hardware and software assets.
• Enterprise Edition – Ideal for larger enterprises needing full ITIL support, including problem, change, release, and service request management, as well as advanced automation and reporting.

If you need cloud-based flexibility, go for ServiceDesk Plus Cloud; if you prefer full control and customisation, choose on-premise deployment.

Available Platforms

On-Premise,Cloud,MSP

Customers Who Bought ServiceDesk Plus Also Bought

• Analytics Plus – Advanced Reporting and Business Analytics
• Endpoint Central – Integrated Endpoint Management and Protection System
• ADManager Plus – Active Directory, M365 Management, Reporting and Automation
• ADSelfService Plus – Self-Service Password Management with Application and Workstation MFA
• OpManager & Site 24×7 – Full-stack Network and Application Visibility
• Password Manager Pro – Privileged Credential Management
• Log360 (SIEM) – Unified SIEM with Integrated DLP and CASB Capabilities

AssetExplorer

Asset Lifecycle Management

Overview

ManageEngine AssetExplorer is a web-based IT asset management tool designed to help organisations monitor and manage their IT assets throughout their lifecycle. It provides detailed visibility into hardware and software assets, supports automated asset discovery across the network, and enables tracking of asset ownership, compliance, and usage. AssetExplorer also assists with software licence management, purchase order tracking, and contract management, helping businesses reduce costs, ensure compliance, and optimise asset utilisation. Suitable for organisations of all sizes, it streamlines IT asset management with minimal manual effort.

Key Features

• Automated asset discovery – Scan and track hardware and software across your network.
• Asset lifecycle management – Monitor assets from procurement to disposal.
• Software licence management – Ensure compliance and optimise software usage.
• Purchase and contract management – Track purchase orders, warranties, and vendor contracts.
• Configuration management database (CMDB) – Map asset relationships and dependencies.

Which IT Challenges Does AssetExplorer Solve?

AssetExplorer solves several key asset management challenges, including:

• Lack of visibility into IT assets
• Manual and error-prone asset tracking
• Software licence non-compliance
• Inefficient asset lifecycle management
• Untracked purchase orders and contracts

Which Edition Of AssetExplorer Do I Need?

ManageEngine AssetExplorer is available in two main editions:
• Free Edition – Ideal for small businesses; supports up to 25 assets with basic features.
• Professional Edition – Best for medium to large organisations; includes full asset lifecycle management, software licence tracking, purchase management, and CMDB.

Available Platforms

On-Premise,Cloud

Customers Who Bought AssetExplorer Also Bought

• ServiceDesk Plus – Full-stack service management for enterprises
• ServiceDesk Plus MSP – Enterprise-grade PSA and ITSM platform for MSPs
• SupportCenter Plus – Customer support with built-in billing for businesses

ServiceDesk Plus MSP

Complete Help Desk for Managed Serviced Providers

All-in-one ITSM suite, designed specifically for managed service providers

Click here to check out ManageEngine’s range of MSP solutions

• Service Catalogue, Problem & Change Management, CMDB.
• Bill each client effectively and accurately.
• Rebrand each account separately.

Zoho Assist

Remote Support Software

Integrate with ServiceDesk Plus Cloud!

• On-demand remote support sessions both inside and outside LAN.
• Transfer files, reboot and reconnect (both normal and safe mode) and UAC compatible.
• Firewall-friendly, data transmission secured with SSL and 128-bit AES protocol.
• No prior installation is required to start a remote session. Supports multiple monitors.

SupportCenter Plus

Customer Support and Help Desk Management

Overview

ManageEngine SupportCenter Plus is a customer support and help desk software designed to streamline and enhance customer service operations. It enables organisations to manage customer tickets efficiently, automate support workflows, and maintain service level agreements (SLAs). The platform supports multi-channel communication, including email, phone, and web, and provides robust reporting tools for performance tracking. With features like a self-service portal, knowledge base, and contract management, SupportCenter Plus helps businesses deliver consistent and effective customer support while improving overall service quality and operational efficiency.

Key Features

• Multi-channel support – Manage customer queries via email, phone, web forms, and customer portals.

• Ticket management – Track, assign, and resolve tickets with automation and prioritisation tools.

• Service Level Agreements (SLAs) – Define and monitor SLAs to ensure timely responses and resolutions.

• Self-service portal – Allow customers to raise tickets, track progress, and access a knowledge base.

• Knowledge base – Create and maintain articles to help customers find solutions independently.

• Customer and account management – Manage contact details, communications, and service histories.

• Contract and warranty management – Track support contracts, product warranties, and renewal dates.

• Reporting and analytics – Generate reports on performance, workload, and customer satisfaction.

• Customisation and automation – Tailor workflows, templates, and notifications to fit business needs.

• Multi-language and time zone support – Provide customer service across global regions.

Which IT Challenges Does SupportCenter Plus Solve?

SupportCenter Plus solves several key IT customer service management challenges, including:

• Disorganised ticket handling – It centralises and streamlines support requests to prevent missed or delayed responses.

• Slow response times – By enforcing SLAs and automating workflows it ensures timely and efficient support delivery.

• Lack of visibility – Provides dashboards and reports for real-time insights into team performance and customer satisfaction.

• Customer frustration – Offers a self-service portal and knowledge base to empower users with quick answers and ticket tracking.

• Inefficient communication – Supports multiple channels, consolidating all customer interactions into a single platform.

• Poor contract and warranty tracking – Helps manage support contracts and warranties to avoid lapses in service coverage.

• Manual and repetitive tasks – Reduces workload through automation of routine processes such as ticket routing and notifications.

• Inconsistent service quality – Standardises support processes to deliver consistent, professional service across the board.

Which Edition of SupportCenter Plus is Right for You?

• Standard Edition – Ideal for small teams needing basic support features like ticket management, email integration, and a self-service portal.

• Professional Edition – Suited for medium-sized businesses; adds contract, product, and time tracking, plus advanced SLAs.

• Enterprise Edition – Best for large organisations; includes all features plus business unit separation, advanced analytics, and multi-site support.

Available Platforms

On-Premise

Customers Who Bought SupportCenter Plus Also Bought

• ServiceDesk Plus – Full-stack service management for enterprises

• ServiceDesk Plus MSP – Enterprise-grade PSA and ITSM platform for MSPs

• AssetExplorer – IT asset management with an integrated CMDB

Remote Access Plus

Remote Access Software

Overview

ManageEngine Remote Access Plus is a secure and comprehensive remote support solution designed to help IT administrators and support technicians troubleshoot and manage remote computers efficiently. It provides advanced features such as remote desktop access, file transfer, system manager tools, voice and video chat, and command prompt access, all from a centralized console. With support for both Windows, Mac, and Linux systems, it enables seamless, real-time remote assistance for resolving IT issues, performing maintenance, and ensuring minimal downtime—making it ideal for both on-premises and distributed workforce environments.

Key Features

• Advanced remote desktop sharing
• Secure, granular control over remote computers
• Handy diagnostic tools
• Voice, video, and text chats to assist remotely
• Wake on LAN and remote shutdown

Which IT Challenges Does Remote Access Plus Solve?

Here’s a brief summary of the issues ManageEngine Remote Access Plus helps solve:

Remote Troubleshooting:
• Cross-platform support (Windows, macOS, Linux).
• Unattended access for remote system management.
• Wake on LAN for powering on devices remotely.

Enhanced Communication:
• Real-time voice, video, and text chat.
• Session recording for auditing and training.
• System Management Tools:
• Diagnostic tools for system management.
• Remote file transfer and shutdown features.

Security & Compliance:
• Data encryption for secure sessions.
• Compliance with standards like HIPAA and GDPR.

This solution streamlines IT troubleshooting, enhances remote support, and ensures security and compliance.

Which Edition Of Remote Access Plus Do I Need?

ManageEngine Remote Access Plus is available in three editions:

• Free Edition: Designed for small businesses with up to 10 devices. 
• Standard Edition: Suitable for enterprises seeking a basic remote control solution. 
• Professional Edition: Offers advanced remote access and troubleshooting capabilities.

Each edition supports Windows, Mac, and Linux operating systems.

Available Platforms

On-Premise,Cloud

Customers Who Bought Remote Access Plus Also Bought

• Endpoint Central – Integrated endpoint management and protection platform
• Endpoint Central MSP – Unified endpoint management and security
• Mobile Device Manager Plus – Seamless mobile device management from onboarding to retirement
• Mobile Device Manager Plus MSP – Comprehensive mobile device management
• Patch Manager Plus – Automated patching across multiple OSs and over 850+ third-party apps
• Patch Connect Plus – Simplified third-party patch deployment via ConfigMgr and Intune

Analytics Plus

Advanced IT Analytics (On-Premises)

Overview

ManageEngine Analytics Plus is a self-service business intelligence and advanced analytics platform designed to help IT teams and organizations analyze large volumes of data and create insightful reports and dashboards for informed decision-making. It seamlessly integrates with over 200 IT management applications, business software, databases, and data warehouses, enabling users to import and analyze data from various sources. The platform offers a wide range of reporting options, including charts, pivot tables, summary views, and tabular views, all accessible through an intuitive drag-and-drop interface. Advanced analytics features such as root cause analysis, anomaly detection, cluster analysis, and multivariate forecasting empower users to uncover valuable insights and trends within their data. Additionally, Analytics Plus supports natural language processing (NLP) for conversational analytics, allowing users to ask questions in plain language and receive immediate visualizations.

Key Features

• Out-of-the-box analytics for popular IT applications
• Al-powered analytics assistant
• Secure, real-time collaboration
• Trend forecasting
• Data alerts
• Embedded analytics
• Data import from cloud and local databases
• Powerful formula engine for custom functions

Which IT Challenges Does Analytics Plus Solve?

ManageEngine Analytics Plus addresses key challenges in IT data analytics:
• Siloed data: Consolidates data from ITSM, UEM, network, and business apps into a unified view.
• Poor decision-making: Provides real-time dashboards and AI-powered insights for proactive IT management.
• Reporting delays: Automates report generation with scheduled and customisable reports.
• Limited visibility: Enables cross-module analytics to track KPIs and SLAs across departments.
• Manual analysis: Reduces dependency on spreadsheets through drag-and-drop visualisations and prebuilt templates.

Which Edition Of Analytics Plus Do I Need?

ManageEngine Analytics Plus is available in the following editions:

• Free (Personal) – 1 user, basic reporting. Suitable for individual users or small teams.
• Standard – Ideal for teams needing basic on-premises analytics.
• Professional – Designed for organisations requiring comprehensive on-premises analytics.

Available Platforms

On-Premise,Cloud

Customers Who Bought Analytics Plus Also Bought

• ServiceDesk Plus – Full-stack service management for enterprises
• Endpoint Central – Integrated endpoint management and protection platform
• Applications Manager – Digital experience, application performance, and infrastructure monitoring
• OpManager Plus – Network, server, and storage performance monitoring
• ServiceDesk Plus MSP – Full-stack service management for MSPs
• Mobile Device Manager Plus – Seamless mobile device management from onboarding to retirement
• Password Manager Pro – Privileged password management

Zoho Analytics for ServiceDesk Plus

Advanced IT Analytics (Cloud)

Discover hidden insights from your raw data

Integrated with ServiceDesk Plus Cloud!

• Import from a variety of data sources including databases, web APIs, spreadsheets and more.
• Build reports easily, using a drag-and-drop interface. No database queries are required.
• Use a variety of reporting components (pivot tables, KPI metrics and widgets) to visually analyse your data.
• Perform data blending, and merge different data sets, using common fields then E-mail, export and print reports for offline access.