News

ManageEngine Delivers Approval-Based Self Service for Passwords

ADSelfService Plus Integration with ADManager Plus Lets IT Teams Mandate Help Desk Approval of End-User's Self-Service Actions for Consistency, Security

  • ServiceDesk Plus integration lets ADSelfService Plus users instantly raise help desk tickets when self-service is not possible
  • Spiceworks integration provides self-service password management capabilities for Spiceworks users
  • Download ADSelfService Plus at http://ow.ly/BrVHn

PLEASANTON, Calif. - September 18, 2014 - ManageEngine, the real-time IT management company, today announced the integration of its self-service password management solution, ADSelfService Plus, with its Active Directory management and reporting solution, ADManager Plus, and its ITIL-based help desk management solution, ServiceDesk Plus. With these integrations, enterprises can streamline their help desk infrastructure, keep users' self-service actions under their control, reduce IT operational costs and optimize end-user experience. Integrating ADManager Plus and ServiceDesk Plus with ADSelfService Plus is as simple as entering their server details in ADSelfService Plus.

Help Desk Assisted Self-Service

To reduce routine help desk calls and overhead, businesses usually deploy an IT self-service solution, which allows end users to solve some of their common IT issues on their own. But some organizations never deploy anything beyond password self-service for end users due to their organizational policies or fear of losing control over delegated tasks. Such cases require a help desk-controlled IT self-service, i.e., service requests initiated by end users but approved by IT staff.

The integration between ADSelfService Plus and ADManager Plus allows enterprises to securely deploy self-service for end users while still maintaining control over users' self-service actions through a help desk approval process. For example, instead of directly letting users update their contact information in Active Directory via self-service, they are allowed to open and submit service requests through ADSelfService Plus. These requests are then processed and approved by a help desk technician or an IT admin through ADManager Plus based on pre-configured workflow rules. Users can even check the status of requests they have created - no phone calls or email requests are required.

"This integration will allow users and help desk staff to collaborate on IT issues to expedite resolution in a secure manner," said Parthiban Paramasivam, product manager at ManageEngine. "IT admins can now take control of users' self-service actions and ensure that they are consistent and in compliance with their organization's norms."

Integrating IT Self-Service and Help Desk Management Solutions

ManageEngine also announced the integration of ADSelfService Plus with ServiceDesk Plus, its ITIL-based help desk management solution. With this integration, ADSelfService Plus users can have one-click access to the ITIL-based help desk solution through single sign-on.

Users can self-manage most of their routine IT issues like forgotten passwords, locked out accounts and updating personal information in Active Directory using ADSelfService Plus. For issues where IT self-service is not possible or out of scope, users can instantly access the help desk solution right from ADSelfService Plus and create help desk tickets in ServiceDesk Plus.

"Enterprises that have deployed both ADSelfService Plus and ServiceDesk Plus in their environment can make use of this integration to streamline their help desk management. Users also are spared the effort of having to move back and forth between these two applications to resolve different IT issues," said Paramasivam.

ManageEngine believes that this integration can potentially reduce help desk operational costs, optimize the end-user experience and create a simplified help desk infrastructure for IT.

Furthermore, ManageEngine also announced that Spiceworks, a network management freeware, has integrated ADSelfService Plus to provide Spiceworks users with self-service password management capabilities.

Pricing and Availability

ADSelfService Plus pricing starts at $595 per year for 500 users. A free, fully functional, 30-day trial version is available at http://www.manageengine.com/products/self-service-password/download.html.

For more information about ADSelfService Plus, please visit http://www.manageengine.com/products/self-service-password/index.html. For more information on ManageEngine, please visit http://buzz.manageengine.com/; follow the company blog at http://blogs.manageengine.com/, on Facebook at http://www.facebook.com/ManageEngine and on Twitter at @ManageEngine.

About ADSelfService Plus

ADSelfService Plus is a turnkey IT self-service solution that can be easily implemented by administrators and quickly adopted by end users. It offers password self-service, self-service directory updater, password expiry notifier and a people search. It helps the IT help desk by reducing their chief source of burden - the password reset tickets - and spares the end users from frustration due to computer downtime. For more information, please visit http://www.manageengine.com/products/self-service-password/index.html.

About ManageEngine

ManageEngine delivers the real-time IT management tools that empower an IT team to meet an organization's need for real-time services and support. Worldwide, many 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 Corp. with offices worldwide, including the United States, India, Japan and China. For more information, please visit http://buzz.manageengine.com/; follow the company blog at http://blogs.manageengine.com/, on Facebook at http://www.facebook.com/ManageEngine and on Twitter at @ManageEngine.

Media Contact:

Ahana Govinda
ManageEngine
ahana.g@manageengine.com
Follow us on Twitter: @manageengine