ServiceDesk Plus Is a “Godsend” for IT, Says Who?

ServiceDesk Plus Is a “Godsend” for IT, Says Who?



​​At ServiceDesk Plus, we love hearing from happy customers like Leroy Squires, who believes ServiceDesk Plus is a ​​”godsend.”

​Leroy works at Unisource Worldwide, Inc., a well-known logistics company, as its senior technical analyst and one of the five administrators who uses ServiceDesk Plus to manage the company’s globally distributed IT infrastructure with a team of 200 technicians.

In the following video, ​Leroy shares his experience with ServiceDesk Plus and highlights the two main benefits it delivers – simplicity and ease of use. Leroy also explains how affordable ServiceDesk Plus is com…

How ServiceDesk Plus Helps S&K Technologies Manage Its Distributed IT Infrastructure – Customer Talk


Managing a globally distributed IT infrastructure could be a difficult task, if not for ServiceDesk Plus. Now, one our customers, S&K Technologies, offers a video testimonial on how ServiceDesk Plus makes it an easy task to manage such distributed IT infrastructures.

S&K Technologies is a federally chartered corporation owned by the Confederated Salish and Kootenai Tribes. Along with its five subsidiaries, S&K Technologies is one of the most successful ​tribally owned, professional and technology services companies in the United States. Steven Klepzig, senior communications engineer at S&K Technologies, talks about the ServiceDesk Plus benefits enjoyed …

How Blessing Hospital Replaced FrontRange Heat with ServiceDesk Plus – Customer talk


Unlike the past, these days, customers are better equipped to evaluate products. They base their opinions on how they experienced the product at different points in time and whether the product live up to their expectations. Here’s one such thorough and an honest opinion from one of our customers.

Todd Haverstock, administrative director of  Infrastructure Services at Blessing Hospital, tells us why he shifted from FrontRange Heat to ServiceDesk Plus.  In this video, he talks about the crisis his help desk had to face before they adopted ServiceDesk Plus. He also describes how ServiceDesk Plus, helped resolve the crisis and optimized the help desk performance.

Curious to know what challenges B…

Towards a Leaner IT: 7 Simple Ways to Reduce “Cost per Ticket”

7 Simple Ways to Reduce “Cost per Ticket”


Recently, John, an​ IT help desk manager, has been noticing a steep increase in IT expenses and, needless to say, is under tremendous pressure to bring them down. All that his team does all day is solve tickets, so he thinks reducing the “cost per ticket” could be a good starting point. To help John in his mission, we decided to tell him a little about this metric and what he could do to achieve a leaner IT help desk.

Why cost per ticket?

IT support is considered a cost center in most organizations and usually the first to get​ a budget cut during​ a financial downturn. ​Therefore,  IT support must remain efficient…

Will the Real SaaS IT Help Desk Leader Please Stand Up?

ServiceDesk Plus - IT Help Desk Leader



Not everyone can be a leader

In real life, the legacy you leave behind is the life you’ve led. As leaders in the ITSM space, we ask ourselves one question when we hold up the mirror. Are we leading and working in a way that creates the greatest positive impact on ITSM? All that we do here, we do with this one question in mind.

Why compare? Why now?

Choosing a leader probably wasn’t that difficult in the past because you had few choices. Today, you have a wide variety of players to choose from and be confounded by. To tell the truth, our heads are spinning just like yours. Among this wide variety, a few vendors really stand out. So can you hope to find one that fills your bill? Yes, because we believe the best decision…

6 Reasons Why You Need Incident Management


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What haunts any IT manager the most? The lack of a streamlined service process in the organization. This directly affects IT efficiency and productivity, besides the end user’s perception of IT.

Often, organizations use spreadsheets, email, and other legacy applications to log and maintain tickets. However, these methods have their own limitations, such as lack of proper records of past similar incidents and their resolutions, inability to set priority levels on tickets, and much more.

For an IT technician, the lack of a streamlined process spells a lot of time and effort spent in solving requests. But that’s about to change as unorganized ticket management becomes a thing of the past with I…

Guest Blog : No Such Thing as a Free Lunch?


This is a guest post by Kirstie Magowan.

At least that is what my grandmother always told me…I think I heard a collective gasp around the IT Service Management industry when ManageEngine announced earlier this month that the basic version of their ITSM solution – ServiceDesk Plus – would now be offered free, with no licensing restrictions to current and future customers…so is this the ITSM version of a free lunch, or just a clever marketing strategy?

My first thought was “OK, what’s the catch?” ManageEngine is in the ITSM game for profit, not philanthropy, so obviously they are viewing this as a way to increase their market share and upsell this offering to higher …

The Selfie Impulse

ManageEngine Selfie Contest

This year’s Service Desk and IT Support show (SITS ’14) was a little more special to us than the previous years’ shows. Our “Rise of Free” campaign was an instant hit, and we loved watching the surprised attendees as they marched towards the caravan loaded with free lunches.

The best part? The selfie contest that ran along with the campaign.

We all love selfies, taking them, and flaunting them on social sites. With the selfie culture on the rise, we decided to add a little oomph to the Rise of Free campaign by running a Selfie Contest. We asked the attendees to snap a quick, food-focused selfie and tweet it with the “#Riseoffree” hashtag.

The attendees absolutely loved the contest. It was grea…

Guest Blog : ManageEngine is now FREE.You only get what you pay for !


This is a guest post by Kenneth Gonzalez.

If you’ve read or paid attention to anything that I’ve written over time, you’ll know that I hate clichés.

OK, I’m lying through my teeth! I love them, but not for the reason which might seem apparent. You see, I think there’s a lot of truth and a lot of mischief in clichés. In each one, there is a nugget of truth which is often obscured or masked by a thick layer of common sense. Not the common sense that is like “you shouldn’t let your kids play in traffic.” No, I mean the common sense that is more like sleight of hand — if you say it quickly enough, (most) people will accept the statement at face value, nod their head approvingly and then move on as if what was sa…