ManageEngine ServiceDesk is a user guide system for managing services and requests provided in an organization’s IT units. This program is based on the best ways to increase organizational productivity, namely ITIL. This program helps users to manage and navigate all IT-related processes in an organization. This product provides a large database for managing the configuration of the organization’s IT infrastructure. With this database, you can create a meaningful relationship between different configuration items, and in the event of a problem in one of the configuration sections, you can find the root of the problem. On the other hand, because the configuration management in this software is graphical, you can easily recognize the relationship between the various components.
Through this program, you can inform predefined problems to users. In addition, there is a knowledge base in this program that by completing the information of this knowledge base, users are able to find answers to predefined questions and problems without contacting the support unit. Customers can use the keywords in this knowledge base to search and find answers to most important questions. One of the most important features of service management systems is the registration and classification of various events. This program is able to record the types of events, problems and issues that have arisen in the program and also determine the status of their termination or current. Another feature of this asset management program is an organization.