ManageEngine Survey Reveals ITSM Migration, Adoption Activity

ITSM Moving Beyond IT Department; First-Time Help Desk Implementations Abound

  • 20 percent of IT help desks are found outside of the IT department
  • 47 percent of IT help desks are implemented by first-time users
  • View survey results infographic at

PLEASANTON, Calif.--()--ManageEngine, the real-time IT management company, today announced the results of its inaugural IT service management (ITSM) survey of organizations using help desk software to raise operational efficiencies and service levels. Survey highlights include the high number (47 percent) of first-time IT help desk software implementations as well as the number (20 percent) of IT help desk software implementations that reach beyond the IT department. The complete survey results infographic is available at

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“One of the survey’s more striking findings is just how many organizations are adopting IT help desk software for the first time, especially considering the relative maturity of the help desk market,” said Umashankar Narayanaswamy, director of engineering at ManageEngine. “There’s still a lot of unmet demand from people who want to run a tighter help desk. But they want the right solution, too, and that usually boils down to the right mix of features, usability and cost. As more vendors home in on that right mix, the ranks of help desk users will continue to grow at a healthy pace.”

The ManageEngine ITSM survey was conducted among organizations that deployed the company’s IT help desk software, ServiceDesk Plus Standard Edition, in the last 12 months. Originally designed to study the impact of the Standard Edition in the organizations’ help desk operations, the survey ultimately offers insights into the help desk market as a whole. Results of those surveyed include:

  • 47 percent implemented a help desk software solution for the first time ever
  • 39 percent implemented a knowledge base for the first time ever
  • 20 percent use help desk software beyond IT in other departments such as HR, travel, and maintenance and facilities
  • 98 percent improved help desk productivity and attained incident management maturity
  • 95 percent saw a significant increase in end-user satisfaction levels
  • 71 percent 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 space and the first anniversary of its free help desk offering, ServiceDesk Plus Standard Edition. Entering a market dominated by the Big 4 in 2005, ServiceDesk Plus presented itself as an alternative to complex and costly ITSM implementations. Over the last ten years, ServiceDesk Plus has established itself as a leader in the ITSM market and has been the IT help desk system of choice for over 100,000 organizations across all verticals in 186 countries.

“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 visibility with all the processes designed to be ‘as global as possible’ — a good fit for a global organization such as ours.”

In March 2014, ManageEngine 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 every IT team in the world, regardless of its size and budget.

“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 that it works the way it’s supposed to better than 99 percent of the time. It’s not very difficult for people to learn, and because it’s free, it’s easy to get started and grow without pressure. On top of that, the support is outstanding!”

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 asset management capabilities. The Enterprise Edition is $995 and combines the help desk with ITIL as well as asset and project management.

For more information on ServiceDesk Plus, please visit, and for more information on ManageEngine, visit Follow the blog at, on Facebook at and on Twitter at @ME_ITSM.

About ServiceDesk Plus

ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass. For more information about ManageEngine ServiceDesk Plus, visit

About ManageEngine

ManageEngine delivers the real-time IT management tools that empower IT teams to meet organizational needs for real-time services and support. Worldwide, established and emerging enterprises — including more than 60 percent of the Fortune 500 — rely on ManageEngine products to ensure the optimal performance of their critical IT infrastructure, including networks, servers, applications, desktops and more. ManageEngine is a division of Zoho Corporation with offices worldwide, including the United States, India, Japan and China. For more information, please visit; follow the company blog at, on Facebook at and on Twitter at @ManageEngine.

ManageEngine is a trademark of Zoho Corporation. All other brand names and product names are trademarks or registered trademarks of their respective companies.

Tags: ManageEngine, real-time IT, Zoho, ServiceDesk Plus, service desk, help desk, ITIL, ITSM, free help desk software, IT service management, incident management, asset management, project management, workflow automation, network management, server management


TECHMarket Communications
Dottie O’Rourke, 650-344-1260

Release Summary

ITSM is moving beyond the IT department; first-time help desk implementations abound. View the survey results infographic at


TECHMarket Communications
Dottie O’Rourke, 650-344-1260