ManageEngine has announced the release of a new version of ServiceDesk Plus, ITIL-ready help desk software which can be accessed via the iPhone, BlackBerry and Windows Mobile Web browsers.
ManageEngine ServiceDesk Plus’ mobile interface helps desk administrators and technicians to increase their productivity besides satisfying end-user needs also. Administrators will be alerted to new trouble tickets, access tickets, can make technician assignments and check status from anywhere.
Technicians will be able to see a dashboard display of all their pending and overdue tickets besides being able to service requests, update the work-log and close a ticket when resolved, explained company sources.
ServiceDesk Plus features capabilities that add support for Apple Mac operating systems including Mac OCX, Leopard and Snow Leopard. Help Desk technicians using ServiceDesk Plus will be now able to scan and discover various work stations found in the work environment.
These can be Windows-, Linux- or Mac-based as well as applications installed in the machines. Problem resolution is made easier by highlighting the hardware and software configuration.
Company sources explained that ServiceDesk features the auto-archive functionality. All tickets that have been closed for a month will be automatically moved to the archive. This enhances application performance and simplifies searches.
“ServiceDesk Plus is a comprehensive package and an exceptional value,” said Benjamin Li, Valdosta University, Atlanta, in a release. “The phenomenal number of features, low learning curve, and customizability of the product are nearly impossible to find in products of similar cost. And the company’s pricing structure makes the product equally affordable to both large and small organizations.”
Uma Shankar, ServiceDesk Plus product manager at ManageEngine, explained that the release of ServiceDesk Plus addresses many of the productivity features that customers ask for.
The smart phone support announced by ManageEngine is expected to help technicians to stay connected to the ServiceDesk tool regardless of where they are. Help desk professionals can continue depend on ManageEngine for increased capability, including the integration of Service Catalog, CMDB and Change workflow in upcoming releases.
