End siloed service management in your organization with our native ESM capabilities

What is enterprise service management?

"Extending IT service management capabilities beyond technology services to address business-centric use cases; managing service demand and supply through a common platform, portal, and service catalog; and speeding up innovation and workflow automation through PaaS/low-code development tooling." - Charles Betz, Forrester

Why do organizations need enterprise service management?

To better contribute to business, employees need various services from IT, HR, Facilities, Legal, Travel, and other departments. Being the forerunner of technology in businesses, IT teams have streamlined their service delivery based on proven ITSM best practices like ITIL^®, and implemented service desk tools to manage their processes. However, most other departments still handle their requests through email, and maintain them on a spreadsheet or through siloed legacy apps. Add in the lack of established processes and best practices, and delivering services efficiently becomes a challenge.

Digital transformation has revolutionized the customer experience across verticals. It's important that businesses extend the same level of consumer-focused service delivery to their internal audience as well; one way to do this is ensure a consistent, seamless service delivery experience across business functions.

• Kick-start your ESM journey with ServiceDesk Plus.

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What are the key challenges of ESM?

While most business functions leverage technology to deliver services, inconsistent processes and disparate tools can result in broken service delivery. CTOs may struggle to unify their organization's siloed service desks and various tools to deliver a fulfilling end-user experience. Some of the key challenges of ESM include:

• Onboarding departments on a single service management platform.
• Deploying a unique service desk for each business function.
• Providing business functions with enough autonomy with respect to people, data, and processes.
• Allowing users to access services across the enterprise from a single portal.
• Extending proven ITSM best practices to other business functions.

How can ServiceDesk Plus help?

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• Unified service management platform

  Manage your organization's users, control organization-level configurations, and maintain individual service desks from a central console.

• Rapid-start enterprise service desk

  Remove any hurdles to service desk deployment by allowing business functions to create and launch their own instance in less than 60 seconds.

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• Unique service desk instances

  Provide departments with the necessary autonomy to maintain unique request templates and automations, as well as their own service catalog.

• Single enterprise service portal

  Allow users to access various service desk instances from a central enterprise self-service portal.

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• Out-of-the-box best practices

  Leverage ServiceDesk Plus' built-in process automation and service management capabilities to streamline services across business departments.

What plans and pricing options are available?

The new enterprise service management functionality in ServiceDesk Plus follows the existing pricing model based on the number of technicians and IP-based assets.

• If you're looking to set up a new service desk instance, all you need to do is purchase the technicians and assets needed for the new instance. Your existing licenses cannot be moved across instances.
• The best part is that irrespective of your IT service desk's current edition (Standard, Professional, or Enterprise), you can select any edition of your choice for your new service desk instances.
• If you are already on a paid version, you can use the Free edition of ServiceDesk Plus for only one of your additional service desk instances.

How do I purchase licenses for my other service desks?

If you are an existing customer of ServiceDesk Plus, please reach out to sales@manageengine.com to purchase additional licenses. Organizations that are evaluating ServiceDesk Plus can reach out to eval@manageengine.com to get a free demo of the rapid-start enterprise service desk capabilities of ServiceDesk Plus.

If you have any questions, please write to us at support@servicedeskplus.com.