ServiceDesk Plus, ManageEngine’s flagship IT service management (ITSM) solution, has been named a Niche Player in this year’s Gartner Magic Quadrant for IT Service Management Tools.
The Magic Quadrant offers insights for organizations shopping for an ITSM tool for their business needs. The research names some vendors based on strict inclusion criteria that includes vision, capability, size of operations, number of large customers, and more. All vendors are recognized based on completeness of vision and ability to execute, giving insight on transformational technologies and the approach vendors are taking to deliver on the future needs of end users.
We believe, this recognition reaffirms the progress we’ve made in strengthening key areas and expanding on others in ServiceDesk Plus.
We further think, below are some of the improvements and features that have earned us a place in this year’s report:
Rapid start ESM
ServiceDesk Plus’ enterprise service management (ESM) capabilities are comprehensive and affordable, making ESM accessible to organizations of all sizes, even small businesses. With rapid start ESM, organizations can quickly set up a fully functional service desk instance extending beyond traditional IT. Each instance has unique templates, automations, and more, and end users can access different instances using the same account
Create and deploy unique service desks
Graphical workflows
Workflows shown in the form of charts and graphs make it much easier to configure and set up processes for specific IT and business needs. The graphical drag-and-drop canvas in ServiceDesk Plus is intuitive and helps organizations build and visualize workflows better.
Build complex workflows in an intuitive drag-and-drop canvas
Zia
Zia, Zoho’s AI assistant for business, helps organizations bridge the gap between end users and the IT service desk. As a potential first point of contact, Zia reduces the service desk team’s response time and helps significantly increase end-user satisfaction rates.
Invoke service desk operations such as logging a request or adding notes
Release management
ServiceDesk Plus’ new release management module helps organizations build, test, and deliver IT releases with minimal risks and greater transparency. Log new releases with changes to better track releases, and stay in control of software releases using predefined release workflows.
Ensure safe and successful IT releases
In addition to the above features, we also have other interesting features in the works and are excited to share them with you as soon as they’re ready. You can take a look at the features we are currently working on by viewing our road map.
View the Gartner Magic Quadrant to learn more about the ITSM landscape and the key vendors that operate in it. View the report.
