ManageEngine
ServiceDesk Plus
Technical Proposal
1.0 Executive Summary
ManageEngine is an Enterprise IT Management software division of ZOHO Corp. For more than a
decade, it’s been catering to the needs of Enterprises in over 200 countries. At today’s rate,
ManageEngine adds 1000 satisfied customers every month with several being from Fortune-500 list too.
Apart from serving the needs of Enterprise market with a broad range of solutions, ManageEngine very
keenly addresses the help desk market with its various solution offering.
ManageEngine provides a web based ITIL ready, Help Desk software with integrated Asset management
module with ServiceDesk Plus. More than 20,000 IT managers worldwide use ServiceDesk Plus to
manage their IT help desk and assets.
By integrating Ticketing, Asset Tracking, Purchasing, Contract Management and Knowledge base in one
low-cost, easy-to-use package, ServiceDesk Plus gives you the ability to improve productivity of your IT
Service team and keep your end-users happy.
We have a vibrant user community for knowledge sharing. Experienced and trained technical support
consultants are available to offer technical support through phone and email. We also offer consulting and
training to serve specific requirements.
1.1 Product Overview
1.1.2 Deployment Model
Easy web based access
Provision to create custom tracking fields
Minimal learning curve supported with simple user training
Quick and easy implementation
Client software not required
Support for open standards
No additional programming for client or database customization
1.1.3 Product trial & Demo:
30-day, fully functional, free evaluation version of the product can be downloaded from
http://www.manageengine.com/products/service-desk/download.html
Detailed Help Documentation & Tutorials: http://www.manageengine.com/products/service-
desk/resources.html
Feature Videos : http://www.manageengine.com/products/service-desk/video-zone.html
Online Demo: http://demo.servicedeskplus.com
1.2 System Requirements for Product Deployment
1.2.2 Hardware Requirements
Technician No. of Nodes Processor Type Processor RAM Free Hard
Logins Speed Disk
5-20 50-200 Intel Core Duo 1.7 GHz 1GB 20GB
20-50 200-500 Intel Core Duo 3.4 GHz 2GB 40GB
50-100 500-2000 Intel Core Duo 2*3.4 GHz 4GB 40GB
100-200 1000-5000 Intel Core Duo 4*3.4 GHz 4GB 80GB
1.2.3 Operating System
Windows
Windows 2000 + SP4
Windows 2000 / 2003 Server
Windows XP Professional
Windows 2008 Server
Windows 7
Linux
Red Hat Linux 7.2 and above
Linux Debian 3.0
1.2.4 Supported Database
MySQL 4.1.18
MySQL 5.1.50
MS SQL 2000, MS SQL 2005, MS SQL 2008
1.2.5 Supported Browsers
Internet Explorer: v6, v7, v8 and v9
Firefox: v3.6 and upwards
Google Chrome
1.3 Vendor Profile & Capability Information
Reference Projects
ServiceDesk Plus has earned the business and goodwill of scores of customers worldwide. Its
deployment has immensely benefitted businesses in many ways. The following are a few
samples:
1.3.1 Warner Bros Games
Warner Bros. Games, under the Warner Bros. Interactive Entertainment, Inc. umbrella, focuses
on the creation, development and production of first-party titles.
Download Case Study : http://www.manageengine.com/products/service-desk/warner-bros-
cs.html
1.3.2 Ashton Park School
Ashton Park School is a Specialist Sports College located in Bristol, UK.
Download Case Study : www.manageengine.com/products/service-desk/ashton-park-cs.html
1.3.3 OpNext
OpNext is a leading designer and manufacturer of fiber optic components for use in telecom and
data communication industries.
Download Case Study : http://www.manageengine.com/products/service-desk/opnext-cs.html
1.3.4 City of Austin, Convention Center
Austin Convention Center located in Texas, USA is the most technologically advanced
convention centers in the country with state-of-art communication and utility services.
Download Case Study : http://www.manageengine.com/products/service-desk/manageengine-
city-of-austin-cs.html
1.3.5 Ohio Department of Education
Ohio Department of Education is a governmental organization which manages more than 5000
schools in the state of Ohio.
Download Case Study : http://www.manageengine.com/products/service-desk/ohio-department-
of-education-cs.html
1.3.6 TeleLogic's IT Support
Telelogic is the leading global provider of software and services for Enterprise Lifecycle
Management.
Download Case Study : http://www.manageengine.com/products/service-desk/ohio-department-
of-education-cs.html
1.3.7 Cetero Research
Cetero Research is the leading clinical research company in US.
Download Case Study : http://www.manageengine.com/products/service-desk/manageengine-
cetero-research-cs.html
2.0 Technical Proposal
2.1 Product overview
ManageEngine ServiceDesk Plus is a web based, easy to use Help Desk and Asset Management
software whose features include software license tracking, contract management, purchase
management & knowledge management functionalities. ITIL ready version is also available. The
benefits of deploying ServiceDesk Plus are
Single point of communication for all end-user related IT support, information, questions
and requests making IT communication easier and less complicated.
Support processes are based on industry proven best practices and ensures a fast and
efficient resolution of customer issues.
Provide extensive knowledge base for common customer IT support queries that
considerably reduces the support load.
Get access to your help desk from anywhere even when you are on the move.
Major Features include :
CMDB :
ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure, by
demanding in-depth visibility of your assets present in the environment.
Self Service Portal :
End users can log in to a web based portal to submit service requests & Incidents. He can also
access their existing tickets, find solutions in the Knowledge Base, and track the status of all their
requests which will reduce the load of the help desk.
Service Level Agreement :
Create SLA and provide quality services in time, to your end users. With the intuitive SLA
management in ServiceDesk Plus, escalate proactively to four levels of hierarchy and make sure
your SLAs are met.
Knowledge Base :
ServiceDesk plus has flexible knowledge base with option to add unlimited KB articles and
allows users to easily search the information. It is bundled with fully loaded features like
customizable KB for end users & technicians, approval process for article submission & more.
Incident Management :
Restore normal service of operation quickly with the comprehensive incident management in
ServiceDesk Plus. Report incidents easily, configure SLA, setup automation & workflows for
each category of Incidents and minimize business impact.
Service Catalog :
Showcase the offered IT services to your end user and give a new face to your IT. You can
customize your workflow of delivering the service request specific to each service category. You
can also setup approval process and service level agreements for each service request.
Change Management :
Through ServiceDesk Plus change management module, provide structured and prompt handling
of all changes in your IT infrastructure. It is bundled with categorizing changes, configuring CAB
and workflow automation.
Problem Management :
With the ServiceDesk Plus problem management, eliminate the root cause effectively and put an
end for firefighting of repetitive incidents. It includes managing multiple incidents and workflow
automations.
Remote Control :
Technicians can now access any computer from anywhere in your network quickly and securely
with just a web browser & remote control feature in ServiceDesk plus.
Mobile Help Desk :
Technicians can now access their tickets from anywhere, anytime using their mobile devices. It is
an easy to use browser based application specifically built for mobiles catering the needs of
ServiceDesk on-the-go.
Help Desk Reports :
Generate detailed reports about your Help desk performance & metrics. With the variety of
reporting functionalities, analyze your help desk and take control over your assets & tickets.
5.0 Product Related Documents
User Guide
http://www.manageengine.com/products/service-desk/help/userguide/index.html
Admin Guide
http://www.manageengine.com/products/service-desk/help/adminguide/index.html
White Papers & Case Studies
http://www.manageengine.com/products/service-desk/resources.html
Blogs:
http://blogs.manageengine.com/category/servicedesk
www.servicedeskplus.com
