GEC NEWS WIREFlagship Help Desk Software Offers Control Over Complete Change Lifecycle
ManageEngine announced the general availability of change workflows for its flagship ITIL-ready help desk software, ServiceDesk Plus. The move lets IT teams define a systematic way of initiating and implementing a change and automate the entire process.
“Organizations need to be proactive and counter resistance to critical changes well in advance,” said Uma Shankar, product manager, ServiceDesk Plus, at ManageEngine. “To do that, you need an organized and methodical process to give you complete information at each stage of the change management process. ServiceDesk Plus now offers a systematic way of handling the complete change process to ensure change is accomplished successfully.”
ManageEngine has enhanced the change management module of ServiceDesk Plus to include several new features, including change roles, change templates, additional change fields, change stages/statuses and change workflows. With the new change management module in ServiceDesk Plus, users can now:
Automate the change management process
Configure the change process for each individual stage
Trigger the asset scan process
Configure templates for commonly occurring changes
Get complete visibility on the current progress
Assign roles to users and technicians so that each can be a part of the change process
Receive notifications based on stages and status
Document all notifications, stage comments, etc. which will help for auditing purposes
Analyze the level of risk in the change management process
ServiceDesk Plus is available in three editions. The Standard Edition which includes help desk is free for five technicians. The Professional Edition comes with help desk and asset management and is $395. The Enterprise Edition which includes help desk, asset and project management, and ITIL features is $995. Change management is included with the Enterprise Edition and available as an add-on for the other editions.
