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ManageEngine Brings Greater Automation to Service Desk Software

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December 02, 2010

ManageEngine Brings Greater Automation to Service Desk Software

By Anuradha Shukla, TMCnet Contributor


ManageEngine has launched ServiceDesk Plus Version 8.0, a new generation of the company's ITIL-ready help desk application.


The company has included a range of new features in the latest release: a service catalog that is customizable to fit the needs of individual organizations, enhanced asset management, automation of common help desk processes, multiple Application Programming Interfaces (APIs).

All these features will further simplify interaction with third-party products and tighter integration with other ManageEngine (News - Alert) software suites.

Version 8.0 can improve service delivery speeds and user satisfaction levels. The latest service catalog aids the IT teams to easily organize and publish a complete list of all help desk services available.

Also included in ServiceDesk Plus 8.0 are improved asset management capabilities, with an agent-based scanner that helps administrators in complex computing environments. The solution also reduces scanning failures across assets, especially across distributed networks.

Because the multiple APIs packaged with ServiceDesk Plus 8.0 add another dimension of automation, those working with third-party applications can open help desk tickets in ServiceDesk Plus from within the application they’re accustomed to using.

The best part is that the entire process is automatic and no manual intervention is required. Several common help desk tasks are also automated. Businesses can use version 8.0 for automatically assigning tickets to technicians based on expertise, availability and criticality of the incident.

The ServiceDesk Plus 8.0 also includes round-robin and load-balancing methods to assign tickets in different helpdesk environments.

"We have designed this new version based on a great deal of passion from our customers," said Uma Shankar, product manager at ManageEngine. “We have worked closer with our customers in getting their requirements, designing the feature blocks and through the beta release, making the product more user friendly and capable. The new version 8 has been designed to fill-in all the missing pieces - Service Catalog, Agent Scanning, Manager Dashboard and more."

Read a related article at TMCnet “ManageEngine Intros Help Desk, Asset Management Suite in SaaS (News - Alert) Model.”


Anuradha Shukla is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by Juliana Kenny







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