INTELLIGENT BRANDS // Software for Business
M
anageEngine, the real-time IT
management company, has
announced that it 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,
organisations 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 customisations for quick
and easy deployment of business services.
ServiceDesk Plus is ITIL-ready help desk
software with integrated asset and project
management capabilities. With advanced
ITSM functionality and easy-to-use
capability, ServiceDesk Plus helps IT support
teams deliver world-class service to end users
with reduced costs and complexity. 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 which provides real-time IT
management tools to ensure tight business-
IT alignment and optimal performance of IT
infrastructures, including networks, servers,
applications and desktops.
“ServiceDesk Plus takes the collective lessons
from IT and brings an integrated approach
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to service management that cuts across
different departments to deliver a consistent
user experience and provide centralised
visibility of all services.
“Having separate service desk instances for
IT, facilities and records allows us to track
the issues separately while giving us access
to the other departments’ resources. With
the new version of ServiceDesk Plus, we feel
like the firm’s support and administration
departments are working together
to provide assistance,” said Beverley
Seche, Network Administrator at Stark &
Stark, Attorneys at Law. “I love that it’s
customisable and easy to use.”
Reimagining ITSM for
Business Operations
Service operations by business teams
closely align with fundamental service
management processes. Unifying service
operations across an organisation helps
provide a consistent experience for end
users. Whether an employee requests
information from HR or submits a work order
to facilities, non-IT service requests often
follow a similar workflow to that of any IT
service request. So, instead of disparate
applications and disjointed processes,
organisations can use a centralised service
desk to facilitate request logging and
tracking, task automation and delegation
as well as request fulfillment and feedback.
With a unified service desk, each department
can have its own service desk instance with
templates and workflows inspired by existing
IT service management processes.
Becoming a Rapid-Start Enterprise
Service Desk
To date, ServiceDesk Plus has focused on
providing ITSM best practices to the IT end
of business. By discovering the common
thread between the different service
management activities within an enterprise,
ServiceDesk Plus is now able to carry its
industry-leading capabilities beyond IT.
As an enterprise service desk, ServiceDesk
Plus helps organisations instantly deploy
ITSM solutions for their supporting business
units by providing:
• Rapid deployment: Create, deploy and
roll-out a service desk instance in less
than 60 seconds
• Single enterprise directory: Maintain
users, service desks, authentications and
associations in one place
• Unique service desk instances: Create
separate service desk instances for
each business function and facilitate
organised service delivery using code-
free customisations
• Service automation: Implement ITSM
workflows to efficiently manage all
aspects of the business service life cycle
• Built-in catalogue and templates:
Accelerate service management adoption
across departments by using prebuilt
templates and service catalogues unique
to each business unit
• Centralised request portal: Showcase
all the services that end users require
using a single portal based on each
individual’s access permissions. n
Rajesh Ganesan,
director of product
management at
ManageEngine
www.intelligentcio.com