IT Help Desk Features Checklist


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Your Help Desk evaluation is not complete until you checkout the
comparison between the different editions of ServiceDesk Plus and the price.
Here is a list prepared based on customer queries.

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IT Help Desk Features Checklist

  1. 1. Comparison DocumentCompare the different Editions of ServiceDeskPlusZoho Corporation Confidential DocumentManageEngine is a part of Zoho Corporation (Formerly Adventnet Inc.)
  2. 2. Your Help Desk evaluation is not complete until you checkout thecomparison between the different editions of ServiceDesk Plus and the price.Here is a list prepared based on customer Powering IT Ahead Standard Professional Enterprise Features Edition Edition EditionGeneral FeaturesEasy web based access Yes Yes YesProvision to create custom tracking Yes Yes YesfieldsMinimal learning curve supported with Yes Yes Yessimple user trainingSupports ITIL Standards No No YesConfiguration wizard to setup software Yes Yes YesData Archiving Yes Yes YesITIL Standards SupportIncident Management No No YesProblem Management No No YesChange Management No No YesRelease Management No No YesIntegrated CMDB No No YesCall Tracking/Request ManagementRequest modes • Email Yes Yes Yes • Phone Yes Yes Yes • Self-Service portal Yes Yes YesMulti-site Support Yes Yes YesCentral repository to log and track Yes Yes YesissuesAuto-generation of tickets Yes Yes YesAnnouncements to display important Yes Yes Yescrisis to the usersMaintenance Contracts links No Yes Yes
  3. 3. Send and receive email from the Yes Yes YesapplicationSend and receive SMS (short message Yes Yes Yesservices) from the applicationCreate tickets from incoming email Yes Yes YesEmail Parser Yes Yes YesAutomatic classification and routing of Yes Yes YesmessagesForward requests manually and Yes Yes YesautomaticallyRequest Form Customization Yes Yes YesRich text editor and ability to add Yes Yes YesattachmentsRequests Scheduling Yes Yes YesTechnician Calendar Yes Yes YesTechnician access roles Yes Yes YesFine grained authorizations Yes Yes YesCreating multiple tasks for the request Yes Yes YesHandling of dependent task Yes Yes YesEmail Spam Filter & Email Notification Yes Yes YesFilterClassification and routing based on work Yes Yes YesgroupsInstant request and workstation history Yes Yes YesRequest classification by category Yes Yes YesCommunicate priorities and severities Yes Yes Yesalong with the requestAutomatic escalation of requests based Yes Yes Yeson Business RulesTrigger email when a business rule is Yes Yes YesmatchedApply business rule after editing a Yes Yes YesrequestContinue with subsequent business rules Yes Yes Yesafter one rule is matchedQueue support to efficiently manage Yes Yes YestechniciansProvision to attach documents to a Yes Yes YesrequestManage, edit, assign, and close tickets Yes Yes Yesas a groupWork orders for dispatching Yes Yes Yesmaintenance/service techniciansRequest Closing Rules Yes Yes Yes
  4. 4. Incident ManagementIncident Classification No No YesRecord Service Requests No No YesImpact No No YesUrgency No No YesPriority Yes Yes YesStatus (e.g., Open, On hold, Closed Yes Yes Yesetc.)Link incidents to assets and CIs No Yes YesMailbox Management / Link an incident Yes Yes Yeswith an emailIncident Templates Yes Yes YesSelf-ServiceSelf-service portal included with the Yes Yes YesHelp DeskIs it web-based? Yes Yes YesEnd users can create new requests Yes Yes YesCheck status and update existing Yes Yes YesrequestsUpdate contact details Yes Yes YesSearch knowledge base for users Yes Yes YesAccess to Frequently Asked Questions Yes Yes Yes(FAQs)Knowledge ManagementAccess to knowledge management Yes Yes Yesservices for techniciansApproval for newly added solution Yes Yes YesKeyword search to find solutions based Yes Yes Yeson request descriptionIndexed document search for faster Yes Yes YesresultsSearch history with previously resolved Yes Yes YesrequestsFrequently Asked Questions (FAQs) Yes Yes YesRich text editor Yes Yes YesProblem ManagementProblem detection and classification No No YesInitiate new problem from incident No No YesInitiate/Record new problem No No YesAssociate multiple incidents to a single No No Yes
  5. 5. problemProblem priority No No YesAdd analysis on root cause, impact etc. No No YesAdd workaround, solutions or known- No No YeserrorProblem closure No No YesChange ManagementInitiate/Record new change request No No YesInitiate change request from No No Yesincident/problemAssociate multiple incidents/problems to No No Yesa changeCreate Change Advisory Boards (CABs) No No YesSend for approval to CAB members No No YesTechnician license required for Change No No Norequest approval for CAB membersAdd impact analysis, root cause and No No YessymptomsRecord workarounds and solutions No No YesCoordinate change implementation No No YesReview changes No No YesMake announcements to technicians No No Yesand/or end usersAsset ManagementAutomatic discovery of workstations in No Yes Yesthe networkDiscovery of all IP devices such as No Yes Yesprinter, scanner etcDiscovery and complete scan for No Yes YesWindows, Linux and Mac machinesDiscovery with agents No No NoDiscovery without agents No Yes YesDistributed workstation scan No Yes YesVendor and asset associations along No Yes Yeswith detailsAssets and Asset relationships No Yes YesAsset History along with the request No Yes YesDefine business rules for assets No Yes YesSoftware compliance No Yes YesSupport for Client Access License (CAL) No Yes Yesand Volume based Software licensingBuild asset list dynamically scanning No Yes Yesnetworks or importing filesContracts Management
  6. 6. Create and manage contracts No Yes YesAdd information and attach documents No Yes Yesrelated to contractAssociate contracts to Assets No Yes YesGenerate alarms before contracts expire No Yes YesPurchase ManagementManage purchase requests No Yes YesDirectly contact vendor from application No Yes YesIntegration with purchase, assets, and No Yes YesvendorsPurchase order approval system No Yes YesSLA ManagementConfigure different levels of escalation Yes Yes YesAutomate escalations during escalation Yes Yes YesFirst Response based SLA Yes Yes YesNotify before SLA is breached Yes Yes YesReportingPre-built standard reports Yes Yes YesCustom reports in tabular format Yes Yes YesQuery Builder for Reports Yes Yes YesFlash Reports Yes Yes YesIntegration with third party reporting Yes Yes Yessoftware like Crystal ReportsReports to be exported as .csv,.xls and Yes Yes YesPdf formatReports Scheduler (Auto generation & Yes Yes Yesdistribution)Analyze trends and performance levels Yes Yes YesReal-time update on reports Yes Yes YesSave and schedule customized reports Yes Yes YesSurveysGenerate surveys Yes Yes YesCustomize questions for surveys Yes Yes YesSchedule surveys Yes Yes YesSet rules on when to send surveys (e.g. Yes Yes Yesafter so many requests from an user isclosed)
  7. 7. IntegrationIntegration with Network Management No Yes YessoftwareIntegration with LDAP, Active Directory Yes Yes Yes(AD)Integration with email and pagers Yes Yes YesIntegration with iPhone and PDA Yes Yes YesIntegration with remote control No Yes YesIntegration with computer telephony No No NoInterface to integrate with external data Yes Yes YesIntegration with short message services Yes Yes Yes(text)Use of web services Yes Yes YesActive DirectoryImport users, rights from AD, LDAP Yes Yes YesScheduled import from Active Directory Yes Yes YesScheduled import from LDAP No No NoImplementationQuick and easy implementation Yes Yes YesNo required client software Yes Yes YesSupport for open standards Yes Yes YesNo additional programming for client or Yes Yes Yesdatabase customizationDocumented database Yes Yes YesSystem RequirementsOperating Systems supported (Indicatesversions under comments) • Linux Yes Yes Yes • Windows Yes Yes YesDatabases supported (Indicates versionsunder comments) • Oracle No No No • SQL Yes Yes Yes • MySQL Yes Yes Yes • Other No No NoBrowsers supported (Indicates versionsunder comments) • Firefox Yes Yes Yes • Internet Explorer Yes Yes Yes
  8. 8. ConfigurationPricing Standard Edition 2 Technicians starts at $ 495 Enterprise Professional Edition 5 Edition 2 Technicians &Number of Technicians Technicians & 250 250 assets assets Starts at $ Starts at 995 $2995Number of Users (Callers, End Unlimited Unlimited Unlimitedusers)Training available Yes Yes YesLarge scale consulting and Yes Yes YesimplementationTrial Software VersionIs a trial version available? Yes Yes YesNo of days for trial version? 30 30 30Are there any feature limits in No No Nothe trial version?No of technicians supported in 2 2 2trial versionNo of assets supported in trial NA 250 250versionTechnical support available Yes Yes Yesduring evaluation