ServiceDesk Plus integrates ITSM functions with latest update

Organisations can now take advantage of IT service management (ITSM) best practices for non-IT departments too

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ServiceDesk Plus integrates ITSM functions with latest update The best practices of service management have only been available to the IT functions of an organisation; ManageEngine wants to says that, says Ganesan.
By  David Ndichu Published  November 4, 2017

ManageEngine wants to unify enterprise service management functions with an update to the cloud version of its flagship ITSM product, ServiceDesk Plus.

With the ability to launch and manage multiple service desk instances on the go, organisations can now take advantage of IT service management (ITSM) best practices for non-IT departments too, including HR, facilities and finance.

The ServiceDesk Plus cloud version comes loaded with built-in templates unique to various business processes, giving users the flexibility to perform codeless customisations for quicker deployment of business services.

Within any organisation, employees consume services provided by various departments on a daily basis. While each department offers unique services, the processes and workflows associated with those services follow a pattern similar to that of IT service management. However, organisations often implement ITSM workflows only within their IT department, seldom leveraging these ITSM best practices to manage service delivery across other departments.

“Traditionally, the best practices of service management have only been available to the IT functions of an organisation. Other departments, despite the mandate of servicing end users, make do with processes and tools unique to their domain while not tapping into established standards followed by IT,” said Rajesh Ganesan, director of product management at ManageEngine.

“ServiceDesk Plus takes the collective lessons from IT and brings an integrated approach to service management that cuts across different departments to deliver a consistent user experience and provide centralised visibility of all services.”

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