A comprehensive ITSM suite with specialized modules for financial services. Features include compliance-focused change management, security incident management, asset lifecycle tracking, and automated workflow capabilities designed for brokerage IT infrastructure.
Systems for managing IT service requests, incidents, problems, and changes across the organization, often following ITIL or other service management frameworks.
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Self-Service Portal Allows end-users to create and manage their own service requests via a web portal. |
Self-service portal is a core feature of ServiceDesk Plus, as stated on both product documentation and website. | |
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Knowledge Base Integration Provides access to self-help articles and documentation to reduce service tickets. |
ServiceDesk Plus includes a knowledge base accessible to end-users to deflect tickets and provide self-help documentation. | |
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Request Categorization & Prioritization Automates sorting and prioritizing service requests according to defined rules. |
Request categorization and prioritization are core workflow automation features, according to ManageEngine documentation. | |
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Request Fulfillment Time Average time taken to fulfill a service request. |
No information available | |
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Automated Routing Automatically assigns requests to the appropriate teams or personnel. |
Automated ticket routing is offered and configurable via business rules in ServiceDesk Plus. | |
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Customizable Forms Allows customization of request submission forms for specific information capture. |
Request forms are customizable at multiple levels (fields, sections, templates) in the product interface. | |
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Multi-channel Request Submission Supports request submission via email, web, chat, and phone. |
Product supports request intake via email, web portal, and phone. Chat requires an add-on but is referenced in product literature. | |
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Status Tracking Enables users and IT staff to track the live status of service requests. |
Status tracking for tickets and requests is standard and enabled for all ticket types, visible to both users and IT staff. | |
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Service Level Agreement (SLA) Tracking Monitors and enforces time limits for request resolution. |
SLA enforcement and tracking is highlighted as a critical offering of ServiceDesk Plus for compliance-focused industries. | |
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Approval Workflow Automation Automates the approval process for certain types of service requests. |
Approval workflows are available for requests and changes and can be automated. | |
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Request History and Audit Trail Maintains a record of all actions taken on service requests for compliance/audit purposes. |
Full request history and audit trails are provided for compliance and audit purposes, as stated in ManageEngine's documentation. | |
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Mobile Accessibility Allows users and agents to manage requests via mobile devices. |
Mobile access is supported via dedicated iOS and Android apps, as described on the vendor site. | |
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Request Feedback Collection Collects customer satisfaction feedback after a request is completed. |
After request fulfillment, users are prompted for feedback or satisfaction surveys by default. | |
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Bulk Request Management Enables bulk creation or updating of service requests. |
Bulk operations (bulk update/close/assign) are supported on request lists within the product UI. | |
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Integration with Asset Management Links requests to specific assets for context and tracking. |
ServiceDesk Plus integrates service requests with asset management records, linking requests to IT assets. |
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Automated Incident Detection Integrates with monitoring systems to auto-create incidents from alerts. |
Automated incident detection is available through integrations with network/server monitoring tools (e.g., OpManager). | |
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Incident Logging Central archive for recording details of each incident. |
Incident logging is foundational in ServiceDesk Plus for tracking issue lifecycles. | |
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Incident Categorization and Prioritization Classifies and assigns priority to incidents for efficient triage. |
Incident categorization and prioritization are standard configuration elements within the incident module. | |
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Impact Assessment Evaluates and records the business impact of incidents. |
Impact assessment fields are included for incidents, allowing impact ratings and notes. | |
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Incident Resolution Time Time taken to resolve an incident from creation to closure. |
No information available | |
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Escalation Workflows Automatic escalation of unresolved incidents based on SLA rules. |
SLA-based escalation workflows are supported for incidents and requests. | |
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Communication and Notification Tools Notifies relevant stakeholders and users during incident lifecycle. |
Notifying users and stakeholders is available via email, SMS, or in-app as part of incident workflow. | |
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Major Incident Management Special process handling for critical/high-impact incidents. |
Major incident process is a purpose-built module, as detailed in ManageEngine's documentation ('major incident management'). | |
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Root Cause Recording Documents identified root causes post-resolution for future reference. |
Root cause analysis and recording are part of the incident resolution workflow. | |
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Incident Templates Predefined templates to simplify logging of recurring types of incidents. |
Templates for common incidents are supported for quick logging. | |
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On-call Management Integration Integration with on-call schedules to identify available responders. |
The product integrates with on-call scheduling tools or provides built-in on-call management per documentation. | |
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Automated Incident Closure Incidents close automatically upon completion of resolution and verification. |
Automated closure can be set up via workflow automation after verification of incident resolution. | |
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Incident Analytics and Reporting Generates reports on incident trends, types, resolution time, and more. |
Extensive analytics and reporting for incidents is one of ServiceDesk Plus's core reporting modules. |
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Problem Logging Provides a mechanism to record and track identified problems. |
Problem logging (problem management module) is available as a separate feature set. | |
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Known Error Database Maintains a repository of known errors and their workarounds. |
Known error database is part of the problem management suite in ServiceDesk Plus. | |
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Problem Analysis Tools Facilitates root cause analysis using techniques (e.g., 5 Whys, fishbone diagram). |
Root cause/probability analysis tools, including cause/effect diagram options, are referenced in UI documentation. | |
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Linkage to Incidents Connects related incidents to a single problem ticket for holistic management. |
Problems can link related incidents for collective management. | |
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Problem Prioritization Assigns priority based on impact and urgency to problems. |
Problems can be prioritized by impact/urgency. Product supports both manual and rule-based prioritization. | |
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Permanent Solution Tracking Tracks implementation of permanent solutions to problems. |
Tracking the implementation of permanent solutions is a key feature of the problem management module. | |
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Problem Review and Closure Process Formal review before closure to ensure issue has been fully resolved. |
Closure of problems includes a review workflow in ServiceDesk Plus. | |
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Problem Trend Analysis Provides analytics on problem occurrence and trends. |
Product provides trend reports and dashboards on problem occurrences. | |
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Problem Reporting Enables detailed reporting on open, resolved, and recurring problems. |
Detailed reporting is available for problems, including open/resolved/recurring counts. | |
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Collaboration Tools Allows teams to collaborate with notes, attachments, and discussion threads on problems. |
Collaboration on tickets (notes, attachments, threads) is natively supported. | |
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Problem Lifecycle Automation Automates movement through problem statuses based on triggers and workflow. |
Workflow for moving problems through statuses is automateable based on rules. | |
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Audit Trail for Problems Logs all modifications and actions taken on a problem ticket. |
Audit trails for problem tickets are maintained (mandatory for regulated sectors). |
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Change Request Logging Captures and records all requests for change to IT infrastructure. |
Change management includes comprehensive logging of requests for changes. | |
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Workflow Customization Customizable multi-stage workflows for review, testing, and approval. |
Change management workflow can be customized for multi-stage approvals and testing. | |
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Impact and Risk Analysis Assesses possible impacts and risks of proposed changes. |
Explicit risk and impact analysis steps are included in the change request process. | |
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Change Calendar Visual display of planned changes to avoid conflicts. |
Change calendars are standard, displaying all pending/approved changes visually. | |
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Change Advisory Board (CAB) Integration Facilitates scheduling, voting, and documentation for CAB meetings. |
CAB management (scheduling, minutes, voting) is available inline with change workflows. | |
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Automated Notifications Notifies stakeholders about change status and upcoming implementations. |
Stakeholder notifications for change status and rollouts are automated in ServiceDesk Plus. | |
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Backout Planning Documentation and approval of rollback plans in case of failure. |
Backout/rollback plan documentation is required for change requests by configuration. | |
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Change Approval Time Time required for a typical change request to be approved. |
No information available | |
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Change Collision Detection System warnings for potentially conflicting changes. |
System warns about potential change conflicts with automated detection. | |
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Change Documentation Attaches all supporting documentation, test results, and evidence. |
Product supports documentation uploads and evidence attachment for changes. | |
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Change Implementation Tracking Logs the application, outcome, and status of each change. |
Tracking change implementation results/status is logged for each change. | |
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Post-Implementation Review Supports structured review of change outcomes to capture lessons learned. |
Post-implementation review support is part of the workflow for closing changes. | |
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Change Auditing Maintains a complete audit trail for compliance and control. |
Auditing of changes is baked into the change management system for compliance. |
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Asset Inventory Management Central repository for all IT hardware, software, and virtual assets. |
ServiceDesk Plus has a built-in asset module for inventorying all hardware and software. | |
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Auto-Discovery Automatically discovers and updates records of IT assets in the environment. |
Auto-discovery of IT assets is prominent in the Asset Management product area and add-ons. | |
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Configuration Management Database (CMDB) Repository of configuration items (CI) and their relationships. |
CMDB features exist, covering both asset attributes and the mapping of configuration items. | |
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Asset Lifecycle Monitoring Tracks assets through procurement, deployment, maintenance, and retirement. |
Asset lifecycle (procurement through retirement) is tracked in the asset module. | |
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Relationship Mapping Visual display of dependencies and relationships among assets and services. |
IT asset relationship mapping (dependencies, service impacts) is supported by the CMDB module. | |
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Change Impact Analysis Assesses which assets/services will be affected by proposed changes. |
Change management integrates with asset/services and supports change impact analysis. | |
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Software License Management Tracks license usage, compliance, and renewal requirements. |
License tracking, renewal management, and compliance reporting included in asset module. | |
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Asset Tagging Supports tagging and tracking of physical and digital assets. |
Physical and virtual asset tagging is a built-in feature. | |
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Integration with Procurement Systems Links asset records with purchasing/procurement data. |
Procurement integrations (e.g., linking to procurement/purchasing info) are supported natively and by API. | |
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Asset Valuation Captures and updates current asset value over time. |
Asset values tracked and depreciated over asset lifecycle. | |
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Audit Trails for Assets Tracks all changes and movements of each asset. |
Audit logs for all asset changes and user actions are maintained. | |
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Bulk Asset Import/Export Facilitates batch upload and download of asset records. |
Bulk import/export of asset data is available for onboarding and audits. |
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SLA Definition Engine Construction of detailed agreement terms, escalation paths, and penalties. |
Detailed SLA engine for defining escalation paths and penalties. | |
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SLA Timer/Clock Realtime SLA countdown timer for each ticket/request. |
SLA timers are visible on each ticket/request. | |
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Breach Notifications Automatic escalation and notifications when SLA targets are at risk. |
Notifications for SLA breaches/escalations are automated. | |
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Multi-tier SLA Support Allows different SLAs for different categories, users, or services. |
Multi-tier SLA settings supported based on category/location/user group. | |
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OLA/UC Management Supports OLAs (internal) and UCs (supplier) agreements/tracking. |
OLAs and UCs can be configured in the SLA module for internal and third-party requirements. | |
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SLA Reporting and Analytics Provides dashboards and exportable reports on SLA achievement and breaches. |
SLA reporting and dashboards available as part of the advanced analytics suite. | |
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Out-of-hours SLA Configuration Considers support calendars in SLA timing. |
SLA calendars respect business hours and holidays in metric calculations. | |
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Customer Communication Templates Reusable templates for proactive SLA-related communication. |
Communication templates (email/SMS) are available for customers and staff. | |
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Real-time SLA Monitoring Monitors current SLA compliance for all open items. |
Real-time SLA dashboards and monitors are displayed for all analysts and managers. | |
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SLA Policy Versioning Tracks changes and provides version control for SLA policies. |
SLA version history is maintained and auditable. |
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REST API Support Full-featured, documented REST API for integration with external systems. |
REST API is documented and covers most ServiceDesk Plus entities. | |
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Pre-built Connectors Off-the-shelf integrations with common IT systems (Active Directory, monitoring, email, etc.). |
Pre-built connectors exist for Active Directory, monitoring, email, and other standard systems. | |
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Webhooks Supports push notifications to and from other systems based on events/triggers. |
Supports Webhooks for event-driven third-party integrations. | |
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Scripting and Automation Support Allows custom scripts or workflow configuration for advanced automation. |
Automation workflows, including custom scripts, are supported in the product’s workflow designer. | |
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Marketplace for Add-ons Directory of available third-party integrations and add-ons. |
ServiceDesk Plus offers a marketplace for add-ons and integrations (ManageEngine Marketplace). | |
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Data Import/Export Tools Bulk data transfer between platforms with configurable mapping. |
Data import/export tools for bulk configurations and migrations are available. | |
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Custom Field Support Ability to add custom data fields to objects in the system. |
Custom fields can be added for most main objects. | |
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Event-Driven Integration Engine Orchestrates business logic triggered by system events. |
Event-driven workflows/integrations can be configured in automation settings. | |
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Open Authentication Standards Supports OAuth, SAML, or other secure authentication protocols for SSO/API usage. |
OAuth and SAML support for authentication and SSO is well documented for the Enterprise version. | |
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Integration API Rate Limit Maximum supported number of API requests per second. |
No information available |
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Role-based Access Control Configurable permissions based on user roles and responsibilities. |
Role-based access control (RBAC) is natively implemented and configurable. | |
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Multi-factor Authentication Requires at least two authentication methods for access. |
Multi-factor authentication can be enabled, as referenced in Enterprise edition documentation. | |
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Single Sign-On (SSO) Integration with enterprise authentication providers for simplified secure access. |
SSO via SAML, OAuth, and integration with enterprise directories is a standard feature. | |
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Data Encryption at Rest All customer and system data is encrypted when stored. |
All data is encrypted at rest using industry standards, as required for financial compliance. | |
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Data Encryption in Transit TLS or equivalent protection for all communication. |
TLS/SSL is enforced for all client connections and API calls. | |
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Audit Logging Tracks every user action and system change for compliance. |
Detailed audit logging is available for user actions and configuration changes. | |
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Compliance Certifications Supports PCI-DSS, SOX, GDPR, and other regulatory requirements. |
The product is advertised as supporting compliance frameworks (GDPR, SOX, PCI-DSS, etc.). | |
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Regular Security Updates Receives frequent, automatic security patching and upgrades. |
Regular security updates and vulnerability patches are distributed regularly by the vendor. | |
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Access Review and Certification Tools to review and certify access rights regularly. |
Periodic user access reviews and certification tools are available. | |
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Data Retention Policies Configurable policies for automatic data archiving/deletion. |
Automated data retention, archiving, and purging policies can be configured. | |
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Anonymization and Masking Capability to mask or anonymize sensitive data sets for non-production uses. |
Data anonymization and masking for test/non-prod environments are options in advanced settings. |
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Real-time Dashboards Live views of service health, workload, and open tickets across IT services. |
Real-time dashboards for tickets, SLA, and asset health are prominent in the UI. | |
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Custom Report Builder Allows creation of custom reports with selectable fields and filters. |
Custom report builder is integrated with advanced filters and groupings. | |
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Scheduled Reporting Automatic generation and delivery of reports at specified intervals. |
Scheduled reports can be generated and emailed to stakeholders. | |
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Historical Trend Analysis Identifies trends in service requests, incidents, and assets over time. |
Historical trend analysis is available for tickets, SLAs, and assets by default. | |
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KPI Monitoring Tracks achievement of key performance indicators for teams and services. |
KPI monitoring is standard in dashboard and reporting modules. | |
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Drill-down Capabilities Users can drill into summary figures for detailed investigation. |
Most dashboard widgets and reports support drill-down for detailed ticket/inventory level insight. | |
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Export Options Download reports in common formats (CSV, PDF, XLS). |
Reports can be exported in CSV, PDF, XLS formats. | |
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Report Sharing Shareable links or automatic email delivery to stakeholders. |
Reports can be shared by link or auto-emailed to selected recipients. | |
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Data Visualization Tools Graphical presentations of metrics (charts, graphs, heatmaps). |
Graphical dashboards and visualizations (charts, graphs) included in all analytics modules. | |
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Pre-Built Templates Common reports (SLA, volume, productivity) available out-of-the-box. |
Common pre-built report templates are included for SLAs, incident volume, change, and asset metrics. |
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Customizable User Interface Allows admins and users to adjust layouts, themes, and navigation. |
UI is customizable at the view, dashboard, and even theme level. | |
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Accessibility Compliance Conforms to standards (e.g. WCAG, Section 508) for users with disabilities. |
Accessibility/Section 508 is supported with standards compliance outlined in accessibility documentation. | |
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Localization/Multilingual Support Offers the interface in multiple languages for global teams. |
Localization and multilingual capability is supported in all product tiers. | |
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Mobile App Availability Native mobile applications for iOS and Android devices. |
Native iOS and Android mobile apps are available. | |
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Performance/Snappiness Average system response time for UI actions. |
No information available | |
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Contextual Help & Tooltips Dynamic, in-app guidance for new or infrequent users. |
Contextual help and tooltips are integrated throughout the UI. | |
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User Onboarding Tools Walkthroughs, checklists, and tutorials for new users. |
Onboarding tools such as walkthroughs and tutorials available for new users. | |
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Personalized Dashboards Users can create personal views of important metrics and tickets. |
Dashboards and UI can be personalized by each user. | |
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Unified Search Cross-module, full-text search functionality. |
Unified system-wide search, including full text, is included in advanced plans. | |
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Notification Preferences Users can customize their notification settings per medium and event. |
User-customizable notification settings and channels are available. |
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Multi-tenancy/Partitioning Supports multiple departments, subsidiaries, or brokerage entities within a single solution. |
Multi-tenancy/partitioning is available in the Enterprise and MSP editions. | |
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User Role and Permission Management Fine-grained control over what each user can view and do. |
Granular user role and permission management is available to admins. | |
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Bulk User Import/Provisioning Systematic onboarding of users from directories or CSV imports. |
Bulk user import/provisioning via CSV/Active Directory is supported. | |
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High Availability Architecture supports clustering and failover to ensure service continuity. |
High availability/cluster deployment is offered for business continuity. | |
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Data Backup & Recovery Automated, scheduled system backups with recovery procedures. |
Automated/scheduled backup and recovery settings available in the admin panel. | |
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Disaster Recovery Time Objective (RTO) Maximum allowed downtime in case of major outage. |
No information available | |
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Disaster Recovery Point Objective (RPO) Maximum allowed data loss measured in time. |
No information available | |
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Scalable Architecture Can support rapid growth in user base and transaction volumes. |
Platform supports scaling up to large enterprises and user volumes. | |
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24/7 Vendor Support Availability Availability of live or ticket-based vendor support any time. |
24/7 support from ManageEngine is available for enterprise customers. | |
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Release and Patch Management Automated rollout and rollback processes for updates. |
Release and patch management is automated; rollback also supported. | |
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Monitoring and Alerting Proactive alerts for outages, system errors, or abnormal activity. |
Monitoring and alerting on status and health of the platform built-in and can be extended with integrations. |
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