Interface increases help desk administrator and technician productivity while increasing end-user satisfaction, company says.
ManageEngine, makers of a suite of cost effective network, systems, applications and security management software solutions, has announced a new version of ServiceDesk Plus, ITIL-ready help desk software now accessible through iPhone, Blackberry and Windows Mobile web browsers.
ManageEngine ServiceDesk Plus’ new mobile interface increases help desk administrator and technician productivity while increasing end-user satisfaction. Administrators may be alerted to new trouble tickets, access tickets, make technician assignments and check status from anywhere. Technicians see a dashboard display of their pending and overdue tickets, can service requests, update the work-log and close a ticket when resolved.
In addition to the new mobile features, ServiceDesk Plus also extends help desk capabilities by adding support for Apple Mac operating systems (Mac OSX, Leopard and Snow Leopard). Help desk technicians using ServiceDesk Plus can now scan and discover every type of workstation commonly found in the work environment, whether it be Windows-, Linux- or Mac-based, as well as the applications installed on those machines. Understanding a user’s hardware and software configuration makes problem resolution significantly faster and easier.
ServiceDesk Plus now also makes it possible to do more with less. With the new auto-archive functionality, tickets that have been closed for a month are automatically moved to the archive, speeding application performance and simplifying searches.
“ServiceDesk Plus is a comprehensive package and an exceptional value,” said Benjamin Li, Valdosta University, Atlanta. “The phenomenal number of features, low learning curve, and customizability of the product are nearly impossible to find in products of similar cost. And the company’s pricing structure makes the product equally affordable to both large and small organizations.”
"This releases of ServiceDesk Plus addresses many of the productivity features our customers requested as well as provides additional performance enhancements we knew would be valuable,” said Uma Shankar, ServiceDesk Plus product manager, ManageEngine. “The smart phone support we’re announcing today will be a great help to technicians who can now stay connected to the ServiceDesk tool regardless of where they may be. Help desk professionals can continue to look to ManageEngine for increased capability, including the integration of Service Catalog, CMDB and Change workflow in upcoming releases.”
Pricing and Availability
ManageEngine ServiceDesk Plus is available as a downloadable file for both Windows and Linux platforms. A 30-day fully functional trial edition is freely available for evaluation from the website. Pricing starts at $495 for the Standard Edition; the Professional Edition starts at $995; the Enterprise Edition starts at $2995 (annual subscription). Perpetual licensing models are also available.
For more information please visit the product web page at www.manageengine.com/service-desk.
ManageEngine is the leading provider of low-cost enterprise IT management software and the only one making the 90-10 promise – to provide 90 percent of the capabilities offered by the Big 4 at just 10 percent of the price. The ManageEngine suite offers enterprise IT management solutions including Network Management, HelpDesk & ITIL, Bandwidth Monitoring, Application Management, Desktop Management, Security Management, Password Management, Active Directory reporting, and a Managed Services platform. ManageEngine products are easy to install, setup and use, and offer extensive support, consultation, and training. More than 36,000 organizations from different verticals, industries, and sizes use ManageEngine to take care of their IT management needs cost effectively. ManageEngine is a division of ZOHO Corporation. For more information, please visit www.manageengine.com.