ServiceDesk Plus extends ITSM capabilities to business functions beyond IT

ManageEngine, the real-time IT management company, is bringing a unified approach to enterprise service management 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, organizations can now leverage proven IT service management (ITSM) best practices to streamline business functions for non-IT departments, including HR, facilities and finance. Available immediately, the ServiceDesk Plus cloud version comes loaded with built-in templates unique to various business processes, giving users the flexibility to perform codeless customizations for quick and easy deployment of business services.

Within any organization, 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, organizations 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 organization. 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 centralized visibility of all services.”