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ITIL Help Desk & Asset Management

IT Help Desk Software

IT Help Desk Software

ServiceDesk Plus is a game changer in turning IT teams from daily fire-fighting to delivering awesome customer service. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime. For 10 years and running, it has been delivering smiles to millions of IT folks, end users, and stakeholders alike.


Features


ITIL ready

Incident management

Reduce outages, improve agent productivity, meet SLAs, and manage the complete life cycle of IT tickets. Automate ticket workflows to let your IT technicians focus on other important tasks.

Service catalog

Showcase your available IT services to end users and give a new face to your IT. Create and publish your service catalog with custom service-level agreements (SLAs) and multi-stage approvals.

Problem management

Classify, analyze, and close problems. Analyze root causes and reduce repeat incidents to boost your IT help desk's productivity.

Change management

Streamline planning, approval, and implementation with automated workflows. Eliminate unauthorized and failed changes.

IT release management

Manage IT releases with precision. Make your releases work in tandem with your change management process.

CMDB

Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision making.

IT project management

Create projects, manage resources, and track progress. Integrate IT projects with requests and changes to fine-tune overall IT service delivery.


Automation

Enterprise service desk

Extend proven ITSM best practices to other business functions beyond IT with the enterprise service desk. Create, and launch unique service desk instances for departments like HR and finance, with their own set of automation, and customizations.

Knowledge base

Empower end users to solve repeat incidents with a knowledge base to deflect tickets from your IT help desk. Narrow your search using keywords and topics.

Self service portal

Facilitate easy request creation, keep end users informed on ticket progress and approvals with automated notifications, and make company-wide announcements of outages.

Service level agreement

Create SLAs to provide quality services on time to your end users. With ServiceDesk Plus' intuitive SLA management, proactively escalate to four levels of hierarchy to ensure SLAs are met.

Business rules

Configure business rules to organize incoming requests (via web form and email) and deliver them to groups, assign their status, and more to simplify your incident workflow.

Automatic ticket dispatch

Auto-assign tickets based on technician availability with technician auto-assign. Use either the round robin or load balancing method to cover every ticket.

Help desk notifications

Alert IT technicians when tickets are created or assigned and keep your end users informed every step of the way with email and SMS notifications. Create templates for email notifications to reduce manual efforts..

User surveys

Gather end-user feedback with the built-in survey. Define your own questions to measure your IT support team's responsiveness.

Help desk reports

Generate more than 150 built-in, custom, query, and flash reports pertaining to various IT help desk modules including requests, problems, changes, assets, surveys, contracts, and purchases.

Mobile help desk

Take your IT help desk wherever you go with ServiceDesk Plus' iOS and Android apps. Increase your technicians' responsiveness and efficiency by allowing them to manage IT tickets anywhere.

Multi site support

Manage multiple sites from a single IT help desk tool. Set up custom workflows for each site, enhance collaboration, and gain visibility and control over your long-distance IT.

Data archiving

Archive your old, unused data to improve your IT help desk performance. Easily search, access, and export archived data at any time.

Request life cycle

Define the various paths that requests can take by creating custom life cycles. Perform condition-based actions before, during, and after each transition.


Asset management

IT asset inventory management

Discover and maintain your IT asset inventory with efficient auto-discovery. You can discover IT assets from Windows, Linux, Mac, AIX, and Solaris, as well as printers, routers, switches, and more.

Asset discovery

Discover, track, and manage IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

Agent scanning

Access systems from the remote network, regardless of location. The agent also helps you connect remotely to take control of a screen in seconds..

IT asset tracking

Get the IT asset tracking capabilities you need to gain visibility, compliance, and control of your IT assets in a single solution. Stay up to date on asset usage to eliminate errors and optimize software spending.

Software asset management

Manage all aspects of your software assets including purchasing, deployment, maintenance, utilization, and disposal. Identify and eliminate unused software to reduce IT costs.

Software license management

AIdentify and eliminate unused licenses, plan future software purchases, and ensure software compliance. Reduce the costs and risks associated with over and under-purchased licenses.

Purchase order management

Automate your supplier interactions and IT purchases with full traceability and visibility, maintain master records for various vendors, track purchases from ordering to receipt and invoicing, reduce delays, and cut unnecessary spending.

Contract management

Manage contracts with different vendors seamlessly. Track IT hardware and software contracts to improve compliance, associate assets, and receive proactive notifications for contract expirations.

System tools

Integrate system tools with ServiceDesk Plus to manage and troubleshoot systems effectively. Now you can easily monitor, analyze, and manage any number of systems and even perform planned maintenance.

Asset Loan

Manage all your loaned assets in one place, and keep track of when your assets need to be returned.

Multi site support

Manage multiple sites from a single IT help desk tool. Set up custom workflows for each site, enhance collaboration, and gain visibility and control over your long-distance IT.

Email commands

Alert IT technicians when tickets are created or assigned and keep your end users informed every step of the way with email and SMS notifications. Create templates for email notifications to reduce manual efforts..

Help desk reports

Create, edit, or close tickets on the move with predefined email commands. All you have to do is send an email with the appropriate commands the changes will be automatically completed.


Native integrationst

IT asset inventory management

Effortlessly perform desktop and mobile device management activities, such as patch management, profile management, and remote control, right from ServiceDesk Plus.

ADManager Plus

Extend the ticketing capabilities of your IT help desk to include AD user management activities and user password resets.

Agent scanning

Access systems from the remote network, regardless of location. The agent also helps you connect remotely to take control of a screen in seconds..

OpManager

Automatically convert network alerts in OpManager to tickets and notify technicians about any network outages or alarms.

ADSelf Service Plus

Empower users to perform password resets securely, or unlock accounts without the help of technicians, by integrating with ADSelfService Plus.

Analytics Plus

Visually analyze the performance of your service desk using live dashboards or drill-down to specific metrics for data-driven decision making.

Application Manager Plus

Keep your IT technicians informed of app and server anomalies by converting alerts to tickets in ServiceDesk Plus, with the Applications Manager integration.

Password Manager Pro

Ensure compliance at all times with strict authentication processes while launching secure remote sessions from your service desk, with the Password Manager Pro integration.

Zia for ITSM

Reduce response times and improve end user satisfaction rates with Zia, the conversational virtual support agent for your IT service desk.

Microsoft Teams

Make your service desk easily accessible by adding it to your shared workspace on Microsoft Teams.


Office 365 integrations (Cloud)

Actionable messages

Use the action buttons in your email notifications to act on support tickets from your Outlook or Office 365 mailbox.

Microsoft add-in

Bring your help desk to your Outlook or Office 365 mailbox, and perform help desk activities without even accessing your help desk portal.

Office 365 calendar

Automatically create Office 365 calendar entries from reminders in ServiceDesk Plus, and sync reminders and leave days between ServiceDesk Plus and Microsoft Office 365 calendars.