ServiceDesk Plus | On-premises

ServiceDesk Plus is a mobile application developed by ManageEngine that facilitates IT service management (ITSM) and asset management (ITAM) for organizations. Designed for the Android platform, this app allows employees to access IT services and support anytime and anywhere. The app serves as a crucial tool for both end users and technicians, streamlining communication and task management within various service desks, including IT, HR, legal, and finance.

The app enables users to create, view, edit, and resolve service requests efficiently. Employees can track the status of their tickets, assign technicians, and add notes to provide additional context. This feature ensures that users remain informed about the progress of their requests, fostering transparency and accountability in service delivery.

Task management is another integral aspect of ServiceDesk Plus. Users can break down service requests into manageable tasks, assign them to appropriate team members, and monitor their progress. This functionality enhances collaboration among team members and helps prioritize work effectively, ensuring that all aspects of a request are addressed.

Attachments can be added to requests, allowing users to include relevant files and images for reference. This feature improves the clarity of the requests and equips technicians with the necessary information to resolve issues efficiently. By facilitating the sharing of documents and images, the app promotes a more thorough and informed approach to problem-solving.

Work logs are essential for tracking the time spent on requests. Technicians can record their efforts on each task, providing a clear overview of the time invested in resolving issues. This feature not only aids in performance evaluation but also helps organizations analyze resource allocation and productivity.

Access to pre-recorded solutions for common issues is available within the app. Users can quickly find answers to frequently encountered problems, reducing the need for assistance and allowing them to resolve issues independently. This self-service capability contributes to higher productivity and user satisfaction.

Asset management is a key feature in ServiceDesk Plus. Users can add assets through barcode or QR code scanning, streamlining the process of tracking and managing organizational resources. Additionally, the app allows users to view asset details and gain access to remote Windows machines, enhancing the management and support of IT assets.

Calendar integration is included, enabling users to view pending tickets as events in their mobile calendar app. This feature helps employees stay organized and aware of their responsibilities, ensuring that they can prioritize their tasks effectively. By consolidating service requests with personal calendars, the app promotes better time management.

Change approval processes are simplified with ServiceDesk Plus. Change Advisory Board (CAB) members can quickly review and approve change requests directly from the app. This expedites the decision-making process and ensures that necessary changes are implemented in a timely manner.

Real-time notifications keep users informed about request assignments, replies, and approvals. This feature enhances communication and ensures that both technicians and end users are kept in the loop regarding the status of their requests. The immediacy of notifications helps prevent delays and promotes a responsive service environment.

The chat functionality within the app allows technicians to communicate directly with end users. This feature facilitates quick exchanges of information, enabling technicians to clarify details or gather additional context regarding requests. By fostering direct communication, the app enhances collaboration and expedites issue resolution.

Custom views can be created within the app, allowing users to tailor their experience to their preferences. This feature ensures that users can organize and access information in a way that best suits their workflow, improving overall efficiency and user satisfaction.

ServiceDesk Plus supports organizations in managing a variety of service desk functions through its comprehensive feature set. By integrating ITSM and ITAM capabilities, the app provides a robust platform for addressing the diverse needs of businesses. Employees can find answers and receive services anytime, while technicians can manage requests and tasks on the go.

This mobile app is particularly valuable for organizations seeking to enhance their service management processes. The combination of accessibility, task management, asset tracking, and communication tools makes ServiceDesk Plus a versatile solution for modern workplaces.

For organizations that have not yet installed ServiceDesk Plus, they can explore a fully featured, 30-day free trial at mnge.it/try-ITSM-now. This trial offers an opportunity to experience the app's capabilities and assess how it can meet their service management needs.