ITSM Moving Beyond IT Department; First-Time Help
- 20 per cent of IT help desks are found outside of the IT department
- 47 per cent of IT help desks are implemented by first-time users
- View survey results infographic at HERE
- Visit us at SITS booth # 510
ManageEngine, the real-time IT management company, today announced the results of its inaugural IT service management (ITSM) survey of organisations using help desk software to raise operational efficiencies and service levels. Survey highlights include the high number (47 per cent) of first-time IT help
“One of the survey’s more striking findings is just how many organisations are adopting IT help desk software for the first time, especially considering the relative maturity of the help desk
The ManageEngine ITSM survey
- 47 per cent implemented a help desk software solution for the first time
ever - 39 per cent implemented a knowledge base for the first time ever
- 20 per cent use help desk software beyond IT in other departments such as HR, travel, and maintenance and facilities
- 98 per cent improved help desk productivity and attained incident management maturity
- 95 per cent saw a significant increase in end-user satisfaction levels
- 71 per cent were able to measure performance by identifying and tracking key metrics
Survey Reflects 10 Years of Refinement
The ITSM survey reflects ManageEngine’s 10 successful years in the ITSM
“ServiceDesk Plus has been a great decision both functionally and financially,” said James Arnold, service desk manager at Manhattan Associates, an Atlanta-based, best-in-class global solutions provider for supply chain commerce leaders. “It was quick, easy to deploy, scalable and provided global visibility
In March 2014, ManageEngine the company took the pioneering step of offering the Standard Edition — which includes full-fledged ITIL incident and knowledge management functionality — for free, with no restriction on the number of technicians, tickets or users. The free Standard Edition delivers on the company’s vision to give back to the IT community and bring operational efficiency to
“ServiceDesk Plus is a very good application. Designed specifically to address the challenges we were facing, it was a natural fit,” said Silas Anderson, IT help desk technician at Caro Community Hospital in Caro, Mich. “It’s downright amazing when you remember that it’s free! The important part is
Pricing and Availability
ServiceDesk Plus is available immediately in three editions. ServiceDesk Plus Standard Edition provides help desk functionality and is free forever without restriction on the number of technicians, end users or tickets. The Professional Edition is $395 and includes both help desk and
For more information on ServiceDesk
About ServiceDesk Plus
ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework.
About ManageEngine
ManageEngine delivers the real-time IT management tools that empower IT teams to meet organisational needs for real-time services and support. Worldwide, established and emerging enterprises — including more than 60 per cent of the Fortune 500 — rely on ManageEngine products
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