ServiceDesk Plus MSP IT helpdesk Software Service Desk software

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ServiceDesk Plus MSP

Supercharge Your IT Help Desk

ServiceDesk Plus MSP is a web based, full-fledged ITSM suite designed specifically for managed service providers. This all-in-one ITSM solution delivers comprehensive help desk, service desk, account management, asset management, remote controls and advanced reporting in a multi-tenant architecture with robust data segregation. It empowers service providers to offer services and support to multiple clients with centralized controls.

ServiceDesk Plus Overview

What is It?

A web-based helpdesk software that helps you manage all your communications from a single point. It offers an integrated Request management (Trouble Ticketing system for customer support), Asset management, Purchase order management, Contract Management, Self-Service Portal, and Knowledge Base. ServiceDesk Plus packs all the modules at an affordable price.

Help desk management gives you everything to manage your help desk requests effectively. It includes self-service portal, knowledge base, auto routing of requests, notifications, email integration, LDAP, AD integration, API integration, user survey, flash reports, multi-site support and help desk reporting.

ServiceDesk Plus comes in three editions and is available in 29 different languages. Over 100,000 organizations, across 185 countries, trust it to optimize IT service desk performance and achieve high end user satisfaction.

ServiceDesk Plus MSP Integrations​

Native integrations with IT and business apps​

Service Desk MSP Integrations

This ITIL-ready help desk software provides you with:

  • Incident Management
  • Problem Management
  • Change Management
  • Service Catalog
  • CMDB
  • IT Project Management
  • Reports
  • Integrations
  • Asset Management

Manage individual contacts and accounts. Establish business relationships.

  • Organize and manage every contact in your accounts, centrally.
  • Scan and discover your clients' assets and manage them easily for each account.
  • Personalize the accounts according to each client's needs.
  • Analyze and stay on top of KPIs for accounts with custom and built-in reports.

Available in 3 Editions

Standard
IT help desk software

The perfect starter kit to get your ticketing right.

  • Account management
  • Incident management
  • Knowledge base
  • SLA management
  • Self service portal
  • Help desk reports
  • Automated billing
  • QuickBooks integrations
Professional
help desk + asset management

The right package for integrated IT Asset management.

  • Help desk management
  • Asset management
  • Asset depreciation assessment
  • Purchase and contracts management
Enterprise
help desk + change + asset + project

The full-fledged ITSM suite with all features that an IT service desk needs.

  • Service catalog
  • Change management
  • Project management
  • Problem management
  • CMDB
  • Computer Telephony integration

Gain Control of Your IT Help Desk with Advanced Incident Management

  • Organized incident categorization with 3-tier architecture
  • Automatic assignment of tickets to the appropriate support groups and technicians
  • Dynamic prioritization of incidents based on impact and urgency
  • Automatic escalation of incidents if SLA is violated
  • Auto-trigger user satisfaction survey for better clarity on service delivery
Get a Quote  or  Download Free Trial

Service Desk Software Features

MSP Metrics Dashboard

MSP Business Dashboard

Gain quick access to all key business and service desk metrics, such as revenue generated, last 12 billing cycles, customer satisfaction, and billable and non-billable hours without the hassle of writing complex queries or creating new dashboards.

Change Management

With the Change Management in ServiceDesk Plus MSP implement changes in a controlled and structured environment which reduce the impact in systematic approach. This change management process goes through a complete approval cycle depending on the type of change.

Automated Billing

Billing feature in ServiceDesk Plus MSP lets you to enable the managed services business model through accurate billing for multiple accounts, so you no longer need to juggle with multiple tools and manually track and bill for services rendered.

IT Project Management

ServiceDesk Plus MSP is a perfectly integrated solution that combines IT Help Desk with Project Management and allows you to structure your projects, teams and workflows irrespective of the size of the projects!

Agent based scan

Deploy agents on your assets and have them scan asset information. Agents can scan for changes in assets at periodic intervals and push changes to ServiceDesk Plus MSP. Agents also allow you to make remote desktop connections instantly.

Technician Auto Assign

Reduce the burden on your helpdesk coordinator and assign incoming tickets automatically. The auto-assign functionality automatically assigns tickets to technicians based on their availability and access to tickets.

Service Catalog

Showcase the IT services offered to users from your different accounts. Service Catalog improves the operational efficiency of your helpdesk technicians by managing the service delivery process from approval to fulfilment.

Account Management

Provide services for multiple clients and accounts using a single application enabling users to access their specific accounts. Configure Account Specific Automations, Service Level Agreements, Knowledge base, Assets, Reports and much more.

Asset Management

Manage and control each of your clients’ IT and Non-IT assets remotely and transparently with the Asset Management Module specifically designed for Managed Service Providers.

Incident Management

An Incident is any event which causes, or may cause, an interruption or a reduction of the quality of the service offered.The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user.

Problem Management

problem management in ServiceDesk Plus MSP helps to reduce adverse impacts caused by incidents and avoids the recurrence of problems related to these incidents. This primary focus on problem management is root cause analysis and elimination. The tool also helps in managing multiple incidents revolving around a single problem easily.

CMDB

It's no secret that an easy to use and a solid configuration management database is a must to track and manage the entire IT assets through their lifecycle. Which is why many enterprises are now increasingly implementing a CMDB.

Service Level Agreement

Meet your customers' expectations and achieve higher levels of customer satisfaction by providing quality and timely services using Service Level Agreements.

Integrated Remote Control

Avoid round trips to the desktop physically for diagnosing and resolving issues. Use the Remote Desktop Control Solution and gain access to the computers easily.

Reports

Get the visibility and control over your customers' accounts using a wide range of reporting options - more than 100 Canned Reports, flexible Custom Reports, easy-to-view Flash Reports and so on.

Rebrand - Personalize your Account

Transform the Labels and Logos for each account and provide a personalized/professional look and feel.

Purchase & Contract Management

Know what is being purchased for each account along with the expenses and relate them directly to CMDB using our feature-rich Purchase and Contract Management Module. Set notifications to be alerted about the contract expiry.

Mobile app for iPhone

Carry your help desk around and always stay on top of your IT services with the SDP MSP mobile apps for iPhone.

Integrations

Take advantage of powerful integrations with native and third party apps for 360 IT management of your clients. Improve your help desk's efficiency by managing the entire client IT infrastructure in a single console.

Time Sheet

Get an accurate, detailed log of the overall time spent by technicians on different activities. Time Sheet capabilities can be further extended to payroll and resource management.

Field service management

Easily track your field staff with the help of Google/Zoho Maps right from your service desk. Provide quicker on-site services, say goodbye to the woes of managing technician availability, and prevent unnecessary or cancelled trips to the field.

Get a Quote  or  Download Free Trial

Documentation

Here you can find product documentation, brochures and guides. If you have any questions please feel free to contact us and one of our specialists will address your inquiry as soon as possible.

Get a Quote  or  Download Free Trial

System Requirements

Mentioned below are the minimum requirements to run ServiceDesk Plus MSP. You may require more RAM space and high-end processors depending upon the support load, simultaneous access load, and other applications' load installed on the same server.

Inbound Requests Per Day

Hard Disk Type

RAM

Processor

OS

10x - Less than 100

500GB SDD

16GB

1.7GHz to 2.4GHz
10MB to 12MB Cache
4 cores to 8 cores
or Any entry-level server grade processor

E.g
Intel Xeon Scalable - Silver
Intel Xeon E Family

Windows Server OS (2012-2016) 

Linux

RHEL 8 or above

Ubuntu 14.0 or above

 

100x - Upto 1000

2TB - SDD

16GB/32GB*

2.4GHz to 3.0GHz

12MB to 20MB Cache
6 cores to 8 cores
or equivalent technology
E.g
Intel Xeon E Family

1000x- More than 1000

2TB#/3TB* - SDD

16GB/32GB*

3.0GHz to 4.5GHz

12MB to 30 MB Cache

10 cores to 20 cores

or equivalent technology

E.g

Intel Xeon Scalable Platinum

* - PostgreSQL bundled is configured as a database

# - More size required if request description/conversations and attachments, etc. are prone to be more, in given business usage.

Supported Browsers

  • Internet Explorer: IE 11, IE Edge

  • Firefox

  • Google Chrome

     

MSSQL

If your ServiceDesk Plus MSP runs on an MSSQL setup, then make sure to host the database server in a separate machine under the same network as the application server. The DB server machine configuration solely depends on no. of databases configured and usage. Please consult with your DBA or Microsoft MSSQL support for system requirements. 

Supported MSSQL Versions: 2008, 2012, 2014, 2016, 2017, and 2019.

PostgreSQL

Since PostgreSQL 9.2 requires users to modify kernel resources to allot required resources for Postgres server,

i. Add the the below mentioned entry in /etc/sysctl.conf

kernel.shmmax=536870912 

kernel.shmall=131072 

ii. Execute sudo sysctl -p /etc/sysctl.conf to reload the configured change.

Note: This is only applicable for Linux OS installations that use bundled Postgres.

How to enable read committed snapshot isolation (RCSI)

All MSSQL databases usually have lock issues, which may affect an application’s optimal performance. To avoid such performance issues in ServiceDesk Plus, enable the read committed snapshot isolation (RCSI) by following these steps:


NOTE: This might take a while to complete and also requires downtime, so please schedule it over a weekend. 

  • Stop ServiceDesk Plus application.
  • Log in to SQL Management studio.
  • Take the ServiceDesk Plus database offline by executing 

    USE master GO ALTER DATABASE <db_name> SET OFFLINE WITH ROLLBACK IMMEDIATE

    GO

  • Enable the read committed snapshot by running 

    ALTER DATABASE <db_name> SET READ_COMMITTED_SNAPSHOT ON WITH ROLLBACK IMMEDIATE

    GO

  • Bring the database online using 

    USE master GO ALTER DATABASE <db_name> SET ONLINE

    GO

  • Check if you have enabled RCSI successfully by running the following query 

    SELECT is_read_committed_snapshot_on FROM sys.databases WHERE [name] = '<db_name>' 

If the output to this query is 1, you've successfully enabled RCSI.

You can now start the application. For more information on MSSQL databases and RSCI, go here.

Benefits of enabling the MS SQL Snapshot Mode

Simultaneous user-querying of the database will be possible without any delay or disruption (although load on the application might exceed the usual limits).

User querying records will be maintained in a separate tempdb, which will not be affected by other user queries occurring in parallel or subsequently.

Database tables will be updated only after a transaction reaches completion.

Pricing

ServiceDesk Plus MSP Standard Edition - Subscription Model
Products
License Fee
AMS*
US$1,445
Included
US$2,895
Included
US$3,595
Included
US$5,745
Included
US$10,095
Included
US$14,395
Included
US$1,195
Included
US$1,195
Included
US$2,395
Included
US$1,195
Included
US$2,395
Included
ServiceDesk Plus MSP Professional Edition - Subscription Model
Products
License Fee
AMS*
US$1,445
Included
US$2,145
Included
US$3,595
Included
US$5,745
Included
US$7,195
Included
US$12,945
Included
US$23,045
Included
US$28,795
Included
US$495
Included
US$1,095
Included
US$1,945
Included
US$2,895
Included
US$5,045
Included
US$10,095
Included
US$14,395
Included
Add Ons for Professional Edition - Subscription Model
Products
License Fee
AMS*
US$2,395
Included
US$1,195
Included
US$1,195
Included
US$1,195
Included
US$1,195
Included
US$1,195
Included
US$2,395
Included
ServiceDesk Plus MSP Enterprise Edition - Subscription Model
Products
License Fee
AMS*
US$2,545
Included
US$4,345
Included
US$7,195
Included
US$12,945
Included
US$14,395
Included
US$25,945
Included
US$35,995
Included
US$43,195
Included
US$495
Included
US$1,095
Included
US$1,945
Included
US$2,895
Included
US$5,045
Included
US$10,095
Included
US$14,395
Included
US$2,395
Included
ServiceDesk Plus MSP Standard Edition - Multi Language - Subscription Model
Products
License Fee
AMS*
US$1,745
Included
US$3,445
Included
US$4,345
Included
US$6,945
Included
US$12,095
Included
US$17,295
Included
US$1,445
Included
US$1,445
Included
US$2,895
Included
US$1,445
Included
US$2,395
Included
ServiceDesk Plus MSP Professional Edition - Multi Language - Subscription Model
Products
License Fee
AMS*
US$1,795
Included
US$2,645
Included
US$4,345
Included
US$6,945
Included
US$8,645
Included
US$15,595
Included
US$27,645
Included
US$34,545
Included
US$495
Included
US$1,095
Included
US$1,945
Included
US$2,895
Included
US$5,045
Included
US$10,095
Included
US$14,395
Included
Add Ons for Professional Edition - Multi Language - Subscription Model
Products
License Fee
AMS*
US$2,895
Included
US$1,445
Included
US$1,445
Included
US$1,445
Included
US$1,445
Included
US$1,445
Included
US$2,395
Included
ServiceDesk Plus MSP Enterprise Edition - Multi Language - Subscription Model
Products
License Fee
AMS*
US$2,995
Included
US$5,295
Included
US$8,645
Included
US$15,595
Included
US$17,295
Included
US$31,195
Included
US$43,195
Included
US$51,845
Included
US$495
Included
US$1,095
Included
US$1,945
Included
US$2,895
Included
US$5,045
Included
US$10,095
Included
US$14,395
Included
US$2,395
Included
ServiceDesk Plus MSP Remote Support Plug-in
Products
License Fee
AMS*
US$195
Included
US$475
Included
US$945
Included
US$1,895
Included
US$2,295
Included
US$4,495
Included
US$9,495
Included
ServiceDesk Plus MSP Zoho Reports Addon - Yearly Subscription
Products
License Fee
AMS*
US$540
Included
US$972
Included
US$1,512
Included
US$80
Included
Analytics Plus add-on for ServiceDesk Plus MSP
Products
License Fee
AMS*
US$995
Included
US$695
Included
US$1,105
Included
US$2,105
Included
US$3,995
Included
US$9,095
Included
US$495
Included
US$895
Included
US$1,975
Included
US$3,445
Included
US$5,995
Included
US$595
Included

* Annual Maintenance & Support Fee

  or  Download Free Trial

Videos

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Gain insights with a quick snapshot of key business and service desk metrics such as profits, billable and non-billable hours, top ten technicians, customer satisfaction, and asset utilization right out of the box, and view all these metrics in one place. Get an accurate log of the overall time spent by technicians across different activities in a consolidated form. Pin the locations of clients across the globe on the map view, and track the current location of on-site technicians to effectively plan and schedule jobs.

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Wanstor is one of the UK's premium IT service providers, and a proud ManageEngine customer for the past 10 years. Peter Lukes (Managing Director) and Manmit Rai (Operations Director) share how ManageEngine's service management suite has helped Wanstor overcome its IT service challenges and deliver quality services to customers at a lower cost.

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