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ManageEngine expands ESM capabilities for on-premise environments

10 Oct 2019

ManageEngine has announced general availability of new enterprise service management (ESM) capabilities within its on-premise version of its ITSM solution, ServiceDesk Plus.

The new capabilities allow businesses to create and deploy individual service desk instances for multiple departments using ServiceDesk Plus, and make them accessible to end users on an enterprise service portal.

According to the company, IT leaders often find it challenging to fulfil user expectations and unify siloed service desk. This is because there aren’t universally-accepted standards for management service delivery processes across the entire enterprise.

ManageEngine states that service delivery united data, people and processes through automation – regardless of business function. This is why service management best management practices are a wise move.

ManageEngine vice president Rajesh Ganesan explains,

“While every department leverages technology to deliver its services, inconsistent processes and disparate tools result in a poor user experience overall and lost productivity.”

"A proven way to address this challenge is to replicate IT's model of service delivery across the enterprise. This new capability in ServiceDesk Plus helps our customers seamlessly and effortlessly extend service management best practices to all departments."

ManageEngine describes ServiceDesk Plus as ITIL-ready help desk software with integrated asset and project management capabilities. With advanced ITSM functionality and easy-to-use capabilities, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity.

The ESM functionality in ServiceDesk Plus offers:

- The rapid-start capability to create a service desk instance in under 60 seconds while keeping each department’s service desk compartmentalised and autonomous in terms of data, automations, and people.

- A central ESM portal for end users to access the different service desk instances across the organisation.

- An ESM directory to manage the organisation's users and service desks from a central console.

The rapid-start enterprise service desk capabilities will be available in the latest version of ServiceDesk Plus releasing on October 08, 2019. Based on the size and maturity of each department’s service delivery processes, organizations can choose between the Standard, Premium, and Enterprise editions for each instance. A free, fully functional 30-day evaluation edition is also available.

According to the company, more than 100,000 organisations across 185 countries trust ServiceDesk Plus to optimise IT service desk performance and achieve high end-user satisfaction.

ManageEngine has offices worldwide, including the United States, the Netherlands, India, Singapore, Japan, China and Australia as well as a network of more than 200 global partners to help organisations tightly align their businesses and IT.