Ashish Kuriakose, Marketing Communications Manager, ManageEngine (, says:

Common helpdesk challenges in today’s enterprise:

Mobile users. The help desk technician still needs to be able to support users who are on-the-go. As long as there is an internet connection, the right support tool gives the technician access and the ability to help the user.

“Drive-by’s” – Chance encounters between end-users and help desk technicians during which the end user asks for support. An organized approach to support is needed and results in a better experience for the technicians as well as the end users.

Lack of centralized data. To quickly and accurately solve end user issues, help desk technicians need to have all the data pertinent to the service organization in a single place.

ServiceDesk Plus
ServiceDesk Plus integrates help desk requests and asset information, allowing organizations to more effectively manage their IT infrastructure and end users The software supports the implementation of ITIL best practices and gives technicians all the details and tools needed to more quickly address IT service requests. ServiceDesk Plus is a highly customizable, easy-to-implement help desk application. More than 10,000 IT managers worldwide use ServiceDesk Plus to manage their IT help desk and assets. ServiceDesk Plus is available in 23 different languages. The software includes the following features: Request Management, Knowledge Base, Self-Service Portal, Incident Management, Problem Management, Change Management, CMDB, Asset Management, Service Catalog and Comprehensive Reports.

How can data center/IT managers benefit from this software?

ServiceDesk Plus is:

Web-based: Data Center/IT Managers can access the help desk from anywhere, thanks to the web interface. The application supports mobile interfaces too (e.g. iPhone, Android and Blackberry).

Easy-to-install and use in supporting ITIL. ServiceDesk Plus is easy to install, and it makes it easy for customers to implement ITIL.

Fully- powered. Has all the modules needed by any organization. All features and functionality are integrated into a single product. The IT professional is not required to pay for each and every capability as a stand-alone module.

Has auto-scanning and management of IT assets. ServiceDesk Plus has agent and agent-less modes to discover and manage assets (that may even be spread across geographies).
Has the most flexible and comprehensive reporting engine. Has more than 100 pre-packaged reports, includes customizable reports and query reports. Flash-based tool to view reports on the fly.