ManageEngine announced the general availability of enterprise service management (ESM) capabilities in the on-premises version of its flagship ITSM (information technology service management) solution, ServiceDesk Plus.
Businesses can now create and deploy individual service desk instances for multiple departments using ServiceDesk Plus and make them accessible to end users on an enterprise service portal.
Fulfilling end user expectations and unifying siloed service desks across the organization can be challenging for IT leadership due to the absence of universally accepted standards for managing enterprise-wide service delivery processes. Service delivery, irrespective of business function, involves uniting data, people and processes through automation. Therefore, adopting proven service management best practices, like ITIL, across the enterprise is a wise move. ITSM solutions makes a great starting point for organizations to design, implement and move to an ESM model.
"While every department leverages technology to deliver its services, inconsistent processes and disparate tools result in a poor user experience overall and lost productivity," said Rajesh Ganesan, VP at ManageEngine. "A proven way to address this challenge is to replicate IT's model of service delivery across the enterprise. This new capability in ServiceDesk Plus helps our customers seamlessly and effortlessly extend service management best practices to all departments."
Separate Service Desks Delivering a Unified Experience
The ESM functionality in ServiceDesk Plus offers:
- The rapid-start capability to create a service desk instance in under 60 seconds while keeping each department’s service desk compartmentalized and autonomous in terms of data, automations and people.
- A central ESM portal for end users to access the different service desk instances across the organization.
- An ESM directory to manage the organization's users and service desks from a central console.
The rapid-start enterprise service desk capabilities are available in the latest version of ServiceDesk Plus. Based on the size and maturity of each department’s service delivery processes, organizations can choose between the Standard, Premium, and Enterprise editions for each instance. A free, fully functional 30-day evaluation edition is also available.
The Latest
Over the last 20 years Digital Employee Experience has become a necessity for companies committed to digital transformation and improving IT experiences. In fact, by 2025, more than 50% of IT organizations will use digital employee experience to prioritize and measure digital initiative success ...
While most companies are now deploying cloud-based technologies, the 2024 Secure Cloud Networking Field Report from Aviatrix found that there is a silent struggle to maximize value from those investments. Many of the challenges organizations have faced over the past several years have evolved, but continue today ...
In our latest research, Cisco's The App Attention Index 2023: Beware the Application Generation, 62% of consumers report their expectations for digital experiences are far higher than they were two years ago, and 64% state they are less forgiving of poor digital services than they were just 12 months ago ...
In MEAN TIME TO INSIGHT Episode 5, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses the network source of truth ...
A vast majority (89%) of organizations have rapidly expanded their technology in the past few years and three quarters (76%) say it's brought with it increased "chaos" that they have to manage, according to Situation Report 2024: Managing Technology Chaos from Software AG ...
In 2024 the number one challenge facing IT teams is a lack of skilled workers, and many are turning to automation as an answer, according to IT Trends: 2024 Industry Report ...
Organizations are continuing to embrace multicloud environments and cloud-native architectures to enable rapid transformation and deliver secure innovation. However, despite the speed, scale, and agility enabled by these modern cloud ecosystems, organizations are struggling to manage the explosion of data they create, according to The state of observability 2024: Overcoming complexity through AI-driven analytics and automation strategies, a report from Dynatrace ...
Organizations recognize the value of observability, but only 10% of them are actually practicing full observability of their applications and infrastructure. This is among the key findings from the recently completed Logz.io 2024 Observability Pulse Survey and Report ...
Businesses must adopt a comprehensive Internet Performance Monitoring (IPM) strategy, says Enterprise Management Associates (EMA), a leading IT analyst research firm. This strategy is crucial to bridge the significant observability gap within today's complex IT infrastructures. The recommendation is particularly timely, given that 99% of enterprises are expanding their use of the Internet as a primary connectivity conduit while facing challenges due to the inefficiency of multiple, disjointed monitoring tools, according to Modern Enterprises Must Boost Observability with Internet Performance Monitoring, a new report from EMA and Catchpoint ...
Choosing the right approach is critical with cloud monitoring in hybrid environments. Otherwise, you may drive up costs with features you don’t need and risk diminishing the visibility of your on-premises IT ...
