ManageEngine ServiceDesk Plus MSP is an IT service management solution specifically designed for managed service providers (MSPs) to deliver IT support, help desk, asset management, and service automation across multiple client organizations from a single, unified platform. The software supports ITIL-ready processes, including incident, problem, change, and release management, and enables MSPs to manage contracts, SLAs, and service plans for each client individually. ServiceDesk Plus MSP offers advanced automation, customizable workflows, and branding for each client, as well as integrated billing and invoicing. The platform is scalable, supports multi-site deployments, and integrates with native and third-party IT management applications. It is available as both on-premises and cloud deployments, with mobile apps for technicians and end users.

Key Features

Multi-Client Management Centralized management of multiple client organizations with account-specific settings.

• Separate workflows, SLAs, and service plans per client
• Custom branding and self-service portals for each client

Help Desk & Ticketing Automation Automates ticket creation, assignment, and escalation for incidents and service requests.

• Multi-channel ticket submission and tracking
• Auto-assign technicians based on availability and access

Asset & Configuration Management Discovers, tracks, and manages IT and non-IT assets for each client.

• Automated asset discovery and inventory
• License compliance and contract management

Billing & Invoicing Integrated billing and invoicing for client services.

• Predefined service plans and automated billing
• Contract expiration alerts and reporting

Custom Workflows & Automation Configurable business rules and automations for efficient service delivery.

• Field service management and timesheets
• Custom forms, triggers, and approval workflows

Reporting & Analytics Comprehensive reporting and analytics for service performance and client KPIs.

• Custom dashboards and scheduled reports
• SLA tracking and compliance metrics

Mobile Access & Remote Support Native mobile apps and remote desktop capabilities for technicians.

• iOS, Android, and Windows support
• Remote monitoring and management

Benefits

Streamlined Multi-Client Service Delivery Efficiently manage IT services for multiple clients from a single console.

• Reduces operational complexity and overhead
• Enhances service quality and client satisfaction

Scalable & Flexible Deployment Supports MSPs of all sizes with on-premises and cloud options.

• Handles large volumes of tickets and assets
• Adapts to growing client bases and service portfolios

Automated Billing & Contract Management Simplifies financial operations and contract renewals.

• Minimizes manual billing errors
• Ensures timely contract renewals and compliance

Customizable & Brandable Client Experience Tailors service delivery and portals to each client’s needs.

• Improves technician efficiency and client engagement
• Supports multiple languages for global MSPs