ManageEngine, the real-time IT management company, announced it is mobilizing IT help desk managers with the launch of its iPhone app for ServiceDesk Plus On-Demand, the company’s online ITIL-ready help desk software with asset management.
To help provide real-time, 24x7 support to geographically distributed users, the ServiceDesk Plus On-Demand native app for iPhone frees IT support teams to manage help desk tickets from an Internet-connected iPhone — anytime, anywhere.
"More IT organizations support users around the clock and around the world. Help desk techs have to respond in kind, which means help desk management via mobile device is here to stay," said Rajesh Ganesan, director of product management at ManageEngine. "The native iPhone app we’ve rolled out for ServiceDesk Plus On-Demand offers a rich user interface and the ability to work securely in offline mode. Those and other advantages are going to drive adoption and engagement, improving IT's ability to respond to the new help desk realities."
The iPhone app for ServiceDesk Plus On-Demand lets users manage the complete lifecycle of a help desk ticket, regardless of location. Future releases of ServiceDesk Plus On-Demand will include support for mobile access via native Android and Blackberry apps.
For iPhone users, today’s announced iPhone app lets them:
* Create new tickets, categorize, and edit request details
* Assign and pick up requests
* Reply to users with resolution and close tickets
* Update request status
* Track time spent on tickets via worklogs
* Search tickets by subject, requester or priority
* Customize ticket views
In addition to ServiceDesk Plus On-Demand, ManageEngine is providing mobile device interfaces for other applications, giving more of its users easy mobile access and 24x7 visibility for monitoring and managing IT infrastructure.
The company’s mobile interfaces offer dashboard views as well as actionable options for initiating corrective measures in response to alerts, extending the company’s real-time IT management capabilities to IT staff armed with mobile devices.
The ManageEngine mobile interface collection includes:
* OpManager – mobile web app
* ServiceDesk Plus On-Premise – mobile web app and native app (iPhone)
* ServiceDesk Plus On-Demand – mobile web app and native app (iPhone)
* IT360 – mobile web app (designed for the iPad)
In addition to its iPhone app, ServiceDesk Plus On-Demand now features a RESTful application programming interface (API). In turn, customers can now integrate ServiceDesk Plus On-Demand with their existing applications for network monitoring, intranet web applications and other third party SaaS applications. The API currently provides integration hooks to various help desk modules including Requests, Incidents, Users, Notes, Worklogs and a host of other administrator functions. Ultimately, the API will evolve to include all the capabilities of ServiceDesk Plus On-Demand.
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