ManageEngine launched ServiceDesk Plus Version 8.0, a new ITIL-ready help desk application. ServiceDesk Plus v8.0 features a service catalog, enhanced asset management, automation of common help desk processes and multiple Application Programming Interfaces.
This will enable simplification of interaction processes with third-party products and tighter integration with other ManageEngine software suites. The company specializes in the manufacture of cost effective network systems, applications and security management software solutions.
The features added in the new version will help increase service delivery speeds and improve user satisfaction levels. The new service catalog will allow IT teams to organize and publish a complete list of all help desk services available besides being able to maintain a comprehensive workflow for service requests.
This ensures fast, timely and effective service delivery. Also the service catalog is customizable to suit individual organizational needs.
ServiceDesk Plus 8.0’s asset management capabilities include an agent-based scanner that helps administrators in complex computing environments. Leveraging this capability, administrators need not open ports, switch off firewalls or enable Windows Management Instrumentation (WMI), while scanning assets. This serves to cut down on scanning failures across assets more so in case of distributed networks, explained company officials.
The multiple APIs featured in the ServiceDesk Plus 8.0 increases automation by allowing those working with third-party applications to open help desk tickets in ServiceDesk Plus from within the application.
This eliminates the need for manual intervention besides automating common help desk tasks like assigning incidents to technicians. Tickets are automatically assigned to technicians based on expertise, availability and criticality of the incident. This version also introduces round-robin and load-balancing methods to assign tickets in different help desk environments.
In a press release, Uma Shankar, product manager at ManageEngine, said, “We have designed this new version based on a great deal of passion from our customers. 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.”
ServiceDesk provides an intuitive interface that helps end users and analysts to enter, track and manage service requests. The real-time reporting features and dashboards help reveal and analyze how well a new financial management system has been implemented.