ServiceDesk Plus

完全基於ITIL的幫助台軟件,並提供資產、合同、定購單管理

IT Help Desk Features Checklist

  Checklist PDF Version  

Your Help Desk evaluation is not complete until you check out the comparison between different editions of ServiceDesk Plus. Here is a list prepared based on customer queries.

Compare Different Editions of ServiceDesk Plus
Your Help Desk evaluation is not complete until you check out the comparison between different editions of
ServiceDesk Plus. Here is a list prepared based on customer queries.
Features
Standard Edition
Professional Edition
Enterprise Edition
General Features
Easy web based access
Yes
Yes
Yes
Provision to create custom tracking fields
Yes
Yes
Yes
Minimal learning curve supported with simple user training
Yes
Yes
Yes
Supports ITIL Standards
No
No
Yes
Configuration wizard to setup software
Yes
Yes
Yes
ITIL Standards Support
Incident Management
No
No
Yes
Problem Management
No
No
Yes
Change Management
No
No
Yes
Release Management
No
No
Yes
Integrated CMDB
No
No
Yes
Call Tracking/Request Management
Request modes
   
  • Email
Yes
Yes
Yes
  • Phone
Yes
Yes
Yes
  • Self-Service portal
Yes
Yes
Yes
Multi-site Support
Yes
Yes
Yes
Central repository to log and track issues
Yes
Yes
Yes
Auto-generation of tickets
Yes
Yes
Yes
Announcements to display important crisis to the users
Yes
Yes
Yes
Maintenance contracts links
No
Yes
Yes
Send and receive email from the application
Yes
Yes
Yes
Send and receive SMS (short message services) from the application
Yes
Yes
Yes
Create tickets from incoming email
Yes
Yes
Yes
Automatic classification and routing of messages
Yes
Yes
Yes
Forward requests manually and automatically
Yes
Yes
Yes
Request Form Customization
Yes
Yes
Yes
Rich text editor and ability to add attachments
Yes
Yes
Yes
Requests Scheduling
Yes
Yes
Yes
Technician Calendar
Yes
Yes
Yes
Email Spam Filter & Email Notification Filter
Yes
Yes
Yes
Classification and routing based on work groups
Yes
Yes
Yes
Instant request and workstation history
Yes
Yes
Yes
Request classification by category
Yes
Yes
Yes
Communicate priorities and severities along with the request
Yes
Yes
Yes
Automatic escalation of requests based on Business Rules
Yes
Yes
Yes
Queue support to efficiently manage technicians
Yes
Yes
Yes
Provision to attach documents to a request
Yes
Yes
Yes
Manage, edit, assign, and close tickets as a group
Yes
Yes
Yes
Work orders for dispatching maintenance/service technicians
Yes
Yes
Yes
Request Closing Rules
Yes
Yes
Yes
Incident Management
Incident Classification
No
No
Yes
Record Service Requests
No
No
Yes
Impact
No
No
Yes
Urgency
No
No
Yes
Priority
Yes
Yes
Yes
Status (e.g., Open, On hold, Closed etc.)
Yes
Yes
Yes
Link incidents to assets and CIs
No
Yes
Yes
Mailbox Management / Link an incident with an email
Yes
Yes
Yes
Incident Templates
Yes
Yes
Yes
Self-Service
Self-service portal included with the Help Desk
Yes
Yes
Yes
Is it web-based?
Yes
Yes
Yes
End users can create new requests
Yes
Yes
Yes
Check status and update existing requests
Yes
Yes
Yes
Update contact details
Yes
Yes
Yes
Search knowledge base for users
Yes
Yes
Yes
Access to Frequently Asked Questions (FAQs)
Yes
Yes
Yes
Knowledge Management
Access to knowledge management services for technicians
Yes
Yes
Yes
Keyword search to find solutions based on request description
Yes
Yes
Yes
Indexed document search for faster results
Yes
Yes
Yes
Search history with previously resolved requests
Yes
Yes
Yes
Frequently Asked Questions (FAQs)
Yes
Yes
Yes
Rich text editor
Yes
Yes
Yes
Problem Management
Problem detection and classification
No
No
Yes
Initiate new problem from incident
No
No
Yes
Initiate/Record new problem
No
No
Yes
Associate multiple incidents to a single problem
No
No
Yes
Problem Priority
No
No
Yes
Add analysis on root cause, impact etc.
No
No
Yes
Add workaround, solutions or known-error
No
No
Yes
Problem closure
No
No
Yes
Change Management
Initiate/Record new change request
No
No
Yes
Initiate change request from incident/problem
No
No
Yes
Associate multiple incidents/problems to a change
No
No
Yes
Create Change Advisory Boards (CABs)
No
No
Yes
Send for approval to CAB members
No
No
Yes
Technician license required for Change request approval
No
No
No
Add impact analysis, root cause and symptoms
No
No
Yes
Record workarounds and solutions
No
No
Yes
Coordinate change implementation
No
No
Yes
Review changes
No
No
Yes
Make announcements to technicians and/or end users
No
No
Yes
Asset Management
Automatic discovery of workstations in the network
No
Yes
Yes
Discovery of all IP devices such as printer, scanner etc
No
Yes
Yes
Discovery with agents
No
No
No
Discovery without agents
No
Yes
Yes
Distributed workstation scan
No
Yes
Yes
Vendor and asset associations along with details
No
Yes
Yes
Assets and Asset relationships
No
Yes
Yes
Asset History along with the request
No
Yes
Yes
Define business rules for assets
No
Yes
Yes
Software compliance
No
Yes
Yes
Build asset list dynamically scanning networks or importing files
No
Yes
Yes
Contracts Management
Create and manage contracts
No
Yes
Yes
Add information and attach documents related to contract
No
Yes
Yes
Associate contracts to Assets
No
Yes
Yes
Generate alarms before contracts expire
No
Yes
Yes
Purchase Management
Manage purchase requests
No
Yes
Yes
Directly contact vendor from application
No
Yes
Yes
Integration with purchase, assets, and vendors
No
Yes
Yes
Purchase order approval system
No
Yes
Yes
SLA Management
Configure different levels of escalation
Yes
Yes
Yes
Automate escalations during escalation
Yes
Yes
Yes
Notify before SLA is breached
Yes
Yes
Yes
Reporting
Pre-built standard reports
Yes
Yes
Yes
Custom reports in tabular format
Yes
Yes
Yes
Query Builder for Reports
Yes
Yes
Yes
Flash Reports
Yes
Yes
Yes
Integration with third party reporting software like Crystal Reports
Yes
Yes
Yes
Reports to be exported as .csv,.xls and Pdf format
Yes
Yes
Yes
Reports Scheduler (Auto generation & distribution)
Yes
Yes
Yes
Analyze trends and performance levels
Yes
Yes
Yes
Real-time update on reports
Yes
Yes
Yes
Save and schedule customized reports
Yes
Yes
Yes
Surveys
Generate surveys
Yes
Yes
Yes
Customize questions for surveys
Yes
Yes
Yes
Schedule surveys
Yes
Yes
Yes
Set rules on when to send surveys (e.g. after so many requests from an user is closed)
Yes
Yes
Yes
Integration
Integration with Network Management software
Yes
Yes
Yes
Integration with Active Directory (AD)
Yes
Yes
Yes
Integration with email and pagers
Yes
Yes
Yes
Integration with remote control
No
Yes
Yes
Integration with computer telephony
No
No
No
Interface to integrate with external data
Yes
Yes
Yes
Integration with short message services (text)
Yes
Yes
Yes
Use of web services
Yes
Yes
Yes
Active Directory
Import users, rights from AD, LDAP
Yes
Yes
Yes
Scheduled import from Active Directory
Yes
Yes
Yes
Scheduled import from LDAP
No
No
No
Implementation
Quick and easy implementation
Yes
Yes
Yes
No required client software
Yes
Yes
Yes
Support for open standards
Yes
Yes
Yes
No additional programming for client or database customization
Yes
Yes
Yes
Documented database
Yes
Yes
Yes
System Requirements
Operating Systems supported (Indicates versions under comments)
   
  • Linux
Yes
Yes
Yes
  • Windows
Yes
Yes
Yes
Databases supported (Indicates versions under comments)
   
  • Oracle
No
No
No
  • SQL
Yes
Yes
Yes
  • MySQL
Yes
Yes
Yes
Other
No
No
No
Browsers supported (Indicates versions under comments)
   
  • Firefox
Yes
Yes
Yes
  • Internet Explorer
Yes
Yes
Yes
Configuration
   
Pricing
Number of Technicians

Standard Edition
2 Technicians
starts at

Professional Edition
2 Technicians & 250 assets
Starts at

Enterprise Edition
5 Technicians & 250 assets
Starts at

Number of Users (Callers, End users)
Unlimited
Unlimited
Unlimited
Training available
Yes
Yes
Yes
Large scale consulting and implementation
Yes
Yes
Yes
Trial Software Version
Is a trial version available?
Yes
Yes
Yes
No of days for trial version?
30
30
30
Are there any feature limits in the trial version?
No
No
No
No of technicians supported in trial version
2
2
2
No of assets supported in trial version
NA
250
250
Technical support available during evaluation
Yes
Yes
Yes
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