ORLANDO, Fla. & PLEASANTON, Calif.--(BUSINESS WIRE)--ManageEngine, the real-time IT management company, today announced that it is bringing a visual change workflow builder to the cloud version of its flagship IT service management (ITSM) software, ServiceDesk Plus. This change workflow builder includes a drag-and-drop interface with multiple stages, statuses, notifications and actions, such as approvals, all of which can be added as nodes across the life cycle of a workflow. Available immediately, the latest update to the cloud version of ServiceDesk Plus also features programmable custom actions — including tasks, notifications, webhooks and custom functions — for service desk tickets.
ServiceDesk Plus is demonstrating these latest features at Pink18, being held February 18-21, 2018, in Orlando. A Super Silver Sponsor of the event, ManageEngine will be located in booth 500.
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As enterprise infrastructures increase in complexity, the processes and ITSM tools needed to manage them also get more complex. This is particularly true for IT change management, where navigating changes becomes increasingly difficult due to disparate processes, outdated ITSM tools, and limited visibility on outcomes. With all these hardships, many IT teams have decided to bypass IT change management processes altogether. However, poorly implemented changes put business continuity at risk. The solution is to simplify change management processes using flexible ITSM tools that allow IT service desk teams to design change processes of all sizes and complexities with ease and clarity.
“IT change management is all about being in control and managing risks, but too often, IT teams have to deal with rigid and convoluted processes which only make things more difficult,” said Rajesh Ganesan, director of product management at ManageEngine. “The ServiceDesk Plus visual workflow builder now offers broader visibility, deeper insights and better control for IT service desk teams implementing changes.”
Graphical Change Workflow Builder Enables Risk-Free Change Implementation
The latest update to the cloud version of ServiceDesk Plus helps ITSM teams build visual workflows in a way that provides them clarity — from change submission to implementation. Overall, the ServiceDesk Plus enhanced change management module empowers IT teams to:
- Generate multi-stage change workflows, with statuses specific to each stage.
- Configure actions, such as conditions, switches, notifications, approvals and field updates, across entire change workflows.
- Create custom change templates, associate them with change workflows, and visually track the progress of changes through their entire life cycle.
- Define change roles with specific view, edit and approval permissions for various stakeholders.
For more information on the new visual change workflow builder and the other enhancements to the change management module, please visit www.manageengine.com/products/service-desk/visual-change-workflow-builder.html.
Custom Actions Allow Unrestricted Flexibility
The cloud version of ServiceDesk Plus now allows IT service desk teams to configure custom actions that can be executed on tickets through business rules and triggers. Admins can invoke a variety of custom actions throughout a ticket’s life cycle, including:
- Notifications: Email and SMS messages that are triggered based on ticket criteria.
- Tasks: Sub-activities associated with a request.
- Webhooks: External URL or API calls for third-party app integrations.
- Custom functions: Additional functionalities and workflows built on Deluge, a low-code online scripting language from ManageEngine’s parent company, Zoho.
Learn more about custom actions and their capabilities at www.manageengine.com/products/service-desk/automate-helpdesk-request-actions.html.
Pricing and Availability
The cloud version of ServiceDesk Plus is available in Standard, Professional and Enterprise editions. A free, 30-day trial is also available. For more information on pricing, visit www.manageengine.com/products/service-desk/pricing.html.
About ServiceDesk Plus
ManageEngine ServiceDesk Plus is ITIL-ready service desk software with integrated asset and project management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs. It comes in three editions and is available in 29 languages. Over 100,000 organizations across 185 countries trust ServiceDesk Plus to optimize IT service desk performance and achieve high end-user satisfaction. To learn more about ServiceDesk Plus and its features, visit www.manageengine.com/service-desk.
ManageEngine is bringing IT together for IT teams that need to deliver real-time services and support. Worldwide, established and emerging enterprises — including more than 60 percent of the Fortune 500 — rely on our real-time IT management tools to ensure tight business-IT alignment and optimal performance of their IT infrastructure, including networks, servers, applications, desktops and more. ManageEngine is a division of Zoho Corporation with offices worldwide, including the United States, India, Singapore, Japan and China. For more information, please visit buzz.manageengine.com; follow the company blog at blogs.manageengine.com/ and on LinkedIn at www.linkedin.com/company/manageengine-, Facebook at www.facebook.com/ManageEngine and Twitter @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, ITSM, IT service management, cloud, change management, help desk, service desk, change workflow, Pink18, IT management