ManageEngine

A division of Zoho Corporation, a bootstrapped,

private, and profitable company

18+ years of 180,000+ 2,500+ 90+ products & 190+

IT management solutions customers employees free tools for IT countries 
expertise  management 
Common challenges
faced by managed service
providers (MSPs)
Inaccurate time I‌mproper tracking and
tracking and billing  servicing of account
tickets

Process automation Violations of service-level

gaps  agreements (SLAs) and
contracts

Suboptimal account Lack of insights into help

(customer) experience desk operations
 The result 
Substandard service delivery
experience for both accounts and agents,
resulting in loss of business.
 • ServiceDesk Plus MSP is web based,
ITIL-ready help desk software that
helps MSPs centrally manage
all accounts with automated billing and
Some facts about service contracts
Servicedesk Plus
• In the market since 2009 and available
MSP in 36 languages

• ServiceDesk Plus MSP can handle over

750 technicians, over a million
contacts, and
1,000 tickets/day through a single
instance 

• Used across multiple industries such

as hospitality, health care, computer
hardware, government organizations,
NGOs, and many more
Why Why
ServiceDesk Plus MSP?
Best practices out of the
box for optimal utilization
of resources and reduction
in delivery costs.  
Highly
customizable right from
account-specific user
interfaces.
No coding skills required
Ability to
automate repetitive
tasks to reduce delivery
efforts and costs
Scalable to handle
organizations of all sizes
as individual customers
Easy learning curve for IT
staff and end users. Low
time to market. Better
customer satisfaction.
‌ ight, contextual
T
integration with other IT
management and business
apps, including for billing
and invoicing
The eight ways ServiceDesk Plus MSP
helps you deliver
exceptional services
profitably
 Smartly
1 manage IT
service
delivery for
multiple
organizations 
with account
management
 Say goodbye to
2 cumbersome
billing
processes with
automated
billing
 Personalize the
3 look & feel
unique to each
account with
rebranding & a
highly
customizable
self-service
portal
 Customize pla
4 n type, bill
cycle,
allowance and
usage for
each
customer with
unique service
plans
 Improve
5 resolution
times and
promote end-
user self
service by
leveraging the
account-
specific
knowledge
base
 Set high
6 standards for
customer servi
ce with criteria-
based
proactive and
reactive
escalations
 Track real-time
7 KPIs and help
desk stats with
advanced
reporting
and customiza
ble dashboards
 Strengthen
8 service delivery
processes with
out-of-the-box
integrations wit
h IT
management
and business
applications
Top capabilities
• Account management
• Billing and contracts management
• Rebranding individual accounts
• Incident and problem management
• Change management
• IT asset management
• Configuration management database (CMDB)
• Purchase management
• Project management
• Service requests and request fulfillment
• Knowledge management
• Request life cycle management
• Reporting, automation, and SLA management
• Integration with IT management apps
Editions
Professional
Help desk + asset management
Standard Help desk
IT help desk software
Account and contacts
Help desk management
Account and contacts Billing and contracts
management
management
Self-service portal
Billing management
Asset Management
Self-service portal
Purchase and contracts
Help desk reports
management
SLA Management
Reports and dashboards
Survey
The right package for MSPs
The perfect starter kit with integrated IT asset
for MSPs management needs
Enterprise
Help desk + ITIL® +
asset + project
Help desk
Account and contacts
management
Billing and contracts
management
Self-service portal
Problem management
Change management
IT project management
Service catalog
CMDB
Dashboards
Advanced MSP kit with
all the ITSM processes a
service desk needs
 Supported databases, browsers, & OSs

Windows Server 2012-2016 MSSQL 2017, 2016, 2014

Windows 7/8/10 MSSQL 2012, 2010, 2008
RHEL 8 and above PostgreSQL
Ubuntu 14.0 and above

Internet Explorer: IE11, IE Edge

Firefox
Google Chrome
Customers
 Sample customer implementations

Customer Tech count Accounts Nodes managed Tickets

managed managed

186 ~200 7,560 500,000

150 200 3,000 930,000

55 150 10,000 600,000

Customer
reviews
ManageEngine allows our customers to be kept up-to-date on a three-
tier level (telephone, web and email), provides excellent SLA options
[based] on customers' [needs], allows our technical staff to be kept
updated instantly on all requests, and most of all, provides easy-to-use
reports that can be scheduled, giving me the time to concentrate on
other business requirements

Jason Roberts | Technical manager | TCNS - IT and Networks Support Provider

Customer
reviews
ManageEngine ServiceDesk Plus MSP helps us manage our accounts’
requirements day in and day out, 24x7, in ways that all other help desk
software failed to achieve— and all that without having to spend SIX
figures!

Stephen Rowney | Managing director | Infinet Network Solutions Pty. Ltd.

How
ServiceDesk Plus MSP
helps you deploy best practice for
support operations
Account
Management
 Account management structure

Account Regions Sites Departments Requesters

 Best practice account management with ServiceDesk
Plus MSP

Provide personalized services  Quickly resolve incidents by Boost the service desk team's
gaining control over user productivity with process
workstations automations
Self-service portal | Unique
login Support emails
Remote monitoring Business rules | SLAs
Billing & contracts
Management
 Billing workflow

Account

Bill rule 1
Contract billing

AD HOC Service Bill rule 2

Bills
billing plan

Bill rule 3
 Best practice billing with
ServiceDesk Plus MSP

Flexibly bill different Build personalized serv Provide hassle-

accounts based on the ice plans for your acco free, accurate
services delivered  unts billing 

Bill rules Create pre-paid and post- Contract billing

paid service plans Bill Worklogs
cycles/period Timesheets
Base charges
Incident
Management
Incident management
workflow

New incident Categorize, Analysis

Self-service portal, email, prioritize, assign Remote desktop,
phone, chat asset information
SLA, contract, business rule,
tech auto assign

Close ticket Resolve ticket Communicate

Manual/automated, user Knowledge base, resolution with account
acknowledgement, survey templates Chat, email conversation
within tickets, reply templates

Change ticket status

Trigger auto-notifications
 Best practice incident management with ServiceDesk
Plus MSP

Multiple channels for reporting Collect comprehensive

incidents  information on the issue
during ticket logging
email | phone | self-service
portal | chat | integrated Customizable incident
business apps templates

Perform hands-free categorization, Move to a shift-left

prioritization, and assignment model for L1 tickets

Self-service portal
Solution auto-suggest
Business rules | Technician auto-
assign | Priority matrix
 Best practice incident management with ServiceDesk
Plus MSP

Minimize resolution times  Track and manage SLAs  Ensure prompt and relevant
communication on ticket
Request life cycle | Integrated Response and resolution SLAs progress
knowledge base | Resolution SLA escalations, and actions
templates | Request sharing Bill rules Notification rules | Canned
and collaboration responses | Notes

Reduce reopen rates and Maximize end-user satisfaction

incident backlogs levels
Automated ticket closure |
Incident KPIs | Custom reports User surveys
Advanced analytics
Service request
Management
 Service request management workflow

IT service desk
team

Create service Create service Configure service items Publish in

categories (cost, help text, Resources, self-service portal
SLAs, Approvals, tasks) (support groups, user
groups)

Self-service portal

End user

Choose a service, Send for approval Track SLA Trigger tasks Deliver service
Fill the form,
& submit
 Best practice service request management with
ServiceDesk Plus MSP

Showcase the wide range of IT Present the right services to

services offered and improve IT the right users
visibility
Role-based user access
Service categories | Service User groups | Service
templates | Resources Plans Contracts

Involve the right stakeholders  Increase the efficiency of

Technician groups | User groups
Organization roles | Service
request approvers
service delivery 
Business rules | Request life
cycle | Tasks | SLAs | Task
dependencies
 Best practice service request management with
ServiceDesk Plus MSP

Define authorization, Set the right service Track service

escalation, and level expectations for end users delivery costs
notification policies   and technicians
Service costs |
Response and resolution SLAs | Resource costs 
5-stage approval process
SLAs | Notification rules SLA escalation notifications,
and actions
Knowledge
Management
 Knowledge management workflow

Create new Organise under Submit for Publish in self-

KB articles topics approval service portal
Text, Images, Keywords for Restrict to support reps or
Attachments better visibility Publish to customers |
Allow ratings/comment
by customers
 Best practice knowledge management with ServiceDesk
Plus MSP

Structure and organize Maintain authorship and

the knowledge base  version information

Account based segregation | Solution owner | History 

Rich text editor | Topics |
Keyword search 

Keep a review and approval Define access privileges on

process in place  knowledge artifacts

Solution review and approvals | Technician roles |

Solution expiration User groups
 Best practice knowledge management with ServiceDesk
Plus MSP

Preserve knowledge During ticket creation, Track usage and

from incidents and provide end users with efficiency metrics 
problems  contextual suggestions from
the knowledge base Requests resolved by
Convert resolutions a specific solution
into knowledge base
Solution auto-suggest | Self-
articles 
service portal 
Problem
Management
Problem management
workflow

New problem Link related incidents Root cause

Can also be raised from to a problem analysis
within an incident

Close problem Permanent fix

Automatically close Raise change
associated incidents Raise project
 Best practice problem management with
ServiceDesk Plus MSP

Identify incidents that require a Precisely define each major Standardize the
root cause investigation problem and quantify the format for defining
business impact problems 

Create a problem ticket Problem templates

Services affected | Add
from an incident assets involved in templates
| Problem logging 

Identify the Make problem management

problem owner  work in tandem with other ITIL
processes
Problem roles |
Technician Associate incidents, changes,
assets, and CMDB with problems
Change
Management
 Change management workflow

New change Submission Planning Approvals

Can also be raised from Impact analysis | Rollout plan CAB recommendation
within an incident/problem Backout plan | Checklist Change manage approval

Close change Post implementation Implementation Announcements

review notifications
 Best practice change management with ServiceDesk
Plus MSP

Assign solution Maintain a known

implementation to specific error database
users with due dates 
Label a problem
Tasks as a known error 

Track solution Keep notification mechanisms

implementation and in place to keep stakeholders
effectiveness  informed  

Analysis | Workarounds Notification rules |

| RCA Announcements
 Best practice change management with ServiceDesk
Plus MSP

Identify the type of Define key roles and

change responsibilities

Change types Change roles

Design processes for different Log, manage, & prioritize

change types change proposals 

Change workflows | Visual Custom change templates

change life cycle with Logging from incident or
multistage processes  problem records | Change
calendar
 Best practice change management with ServiceDesk
Plus MSP

Gain clear insights on risks Communicate schedules &

and the impact of changes any downtime to
stakeholders 
Risks | Change planning,
including impact analysis & Downtime schedule |
rollout plans | CMDB integration Announcements
for downstream impact  

Put an effective approval Measure the progress &

mechanism in place  effectiveness of change
implementations
CAB | Change manager 
Implementation checklist |
Tasks | Project association 
 Best practice change management with ServiceDesk
Plus MSP

Keep contingency Implement continual service

plans in place improvement

Back-out plans Post-implementation

reviews | Change KPIs

Make change management

work with other ITSM
processes 
Integration with incident,
problem, asset, project
management, and CMDB
Project
Management
Project management
workflow

Create new project Create Add and manage

Project types milestones & tasks resources
Project roles

Close File worklogs Track progress using

project gantt chart

Change project status

 Best practice project management with ServiceDesk
Plus MSP

Collect all relevant information Break down your projects

beforehand to identify the into subactivities 
scope, budget, and time needed

Milestones | Tasks
Project templates

Effectively track the

Define different roles and
progress of projects
responsibilities 

Project status |
Project roles | Members
Gantt charts
 Best practice project management with ServiceDesk
Plus MSP

Keep track Use data to make Integrate project

of the effort spent at a better decisions on- management with
granular level the-go other ITSM modules

Worklog | Project overview map | Associate requests and

Timesheets Project reports changes with projects
Asset
management
 Asset management workflow

Purchase new
asset

Build asset Map assets to users SAM

inventory loan assets Licensing
Associate purchase Metering
And contracts Service packs

Scan
Network scan
Windows domain scan
Distributed asset scan
Barcode scanning
Support other Build CI
ITIL processes Relationships
Incident management
Project management
Change management

Change asset status | Trigger expiry notifications

 Best practice asset management with ServiceDesk
Plus MSP

Gain control over all Classify asset & Track assets across their life
hardware and software product types  cycle from requisition to
inventory retirement, along with
Asset types | ownership
CMDB | CI types | CI Product types
relationships |
Asset states User-
Business views
workstation mapping |
Asset loans
 Best practice asset management with ServiceDesk
Plus MSP

Map relationships Keep track of asset Manage all your software

between assets and depreciation and license investments
business services other costs  
Software, license, and
Depreciation agreement types
Multi-source discovery
modes (Agents, Cost center | GL
Windows/network/ codes
distributed scans) |
Barcode-based
discovery
 Best practice asset management with ServiceDesk
Plus MSP

Track software usage and Stay on top of your IT purchases 

compliance
Purchase management | Vendor list |
Software metering | Software Approvals | Invoice and payment
and license dashboards | Associated assets

Centralize the asset contracts Ensure that your ITAM supports

management process other ITSM process 

Contract details | Renewal detail Asset information in incidents,

Child contracts | Expiry notifications problems, changes, & projects, &
Associated assets mapping to CMDB
Reporting
 Reporting in ServiceDesk Plus MSP

Pre-defined
reports

Customizable
Configure & Schedule Generate &
reports
modify reports  reports share reports 
Report type, Choose Knowledge Email as HTML,
desired data, Filter options, base XLS, CSV and PDF |
Save reports Customize
dashboard

Query
reports
 Reporting in ServiceDesk Plus MSP

Keep tabs on your key Keep key stakeholders Mine information about
service desk metrics  and CXOs informed your service desk from the
periodically available data 
Out-of-the-box reports
Live dashboards | Custom Scheduled reports | Email Custom reports (tabular,
dashboard widgets reports automatically | matrix, summary, & audit
Export reports as HTML, reports) | Query reports |
PDF, XLS, and CSV files Custom CI reports
Integrations
Integrations in ServiceDesk Plus MSP
 Integrations in ServiceDesk Plus MSP

Share desktops Trigger automated software

remotely; connect to and deployments and enable mobile
troubleshoot workstations device management capabilities
 Integrations in ServiceDesk Plus MSP

Provide a personalized
Accelerate productivity by
response by seeing the caller's
knowing the geographical
personal details such as name,
location of on-site technicians and
account, site, and pending tickets
account (client) sites for
before even answering the call 
faster field service delivery

Computer Telephony Integration

Maps
Roadmap
Gamification Kanban View Release Management

Turn work into a fun Optimize your Provide strategic visibility

game. Break away requests effectively for change deployments
from everyday as cards and project delivery 
monotony with the Kanban Vie
w
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