ServiceDesk Plus

On-Premises vs. Cloud

Feature comparison
Last updated: 20 May 2022
All features,
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Feature On-Premises Cloud
General
Web-based access
Custom tracking fields
Minimal learning curve, simple user training
ITSM best practices support
Configuration wizard for software setup
Data archiving
Technician broadcast messages and notifications
Custom Function Usage Stats -
Secondary email for technicians
ITSM best practices support
Service catalog
Incident management
Problem management
Change management
Release management
Integrated CMDB
Project management
Custom application platform -
Request management and call tracking
Request mode
  • Email
  • Phone
  • Chat
  • Self-service portal
  • Customize the self-service portal for technicians and requesters separately.
  • Add, delete, rearrange, and resize custom widgets
Multi-site support
Right-to-left language support
Central repository to log and track issues
Auto-generate tickets
User-facing announcements
Send and receive emails from ServiceDesk Plus
Automatically merge email replies as conversations
Send and receive SMS messages from ServiceDesk Plus
Email parser
Automatic message classification and routing
Request forwarding (manual and automatic)
Request form customization
Dynamic request forms with field and form rules
Link two similar requests
Merge service requests
Rich text editor and attachment support
Request scheduling
Technician calendar
Real-time request collaboration
Request sharing with end users and agents -
Technician access roles
Fine-grained authorizations
Create multiple tasks for each request
Dependent task handling
Email spam and notification filters
Classification and routing based on work groups
Instant request and workstation history
Request history filters
Request classification by category
Combined request and task view
Priority and severity levels for requests
Automatic request escalation based on business rules
Trigger an email when a business rule is matched
Apply a business rule after editing a request
Continue with subsequent business rules after one rule is matched
Queue support to manage technicians efficiently
Attach documents to a request
Manage, edit, assign, and close tickets as a group
Request closing rules
Automatic ticket closure upon denial of a request
Manager dashboard
Round-robin ticket assignment
Ticket load balancing
Import categories, subcategories, and items from CSV
Configure the request action menu
Configure workflows with custom triggers
Custom actions: Build your own actions based on your business requirements
(custom scripts)
Business rules: Build condition-based actions to suit your business requirements -
Recover deleted requests
Allow your technicians to add comments for any status change in a request
Request life cycle
Technician auto-assign
Backup technician
Backup approvers
Kanban view
Data migration between instances (ESM) -
Checklist feature -
Triggers for Request Sub Entities -
Move requests between instances
End user self-service
Self-service portal
Web-based
End users can create new requests
End users can create new service requests
End users can check the status of and update existing requests
End users can update their contact details
Searchable knowledge base
Solution and announcement auto-suggestions for requester during request creation
Self-service portal customization
Support for requesters to create change requests -
Knowledge management
Technician access to knowledge management services
Approval process for newly added solutions
Keyword search to find solutions based on the request description
Indexed document search for faster results
Search history, including previously resolved requests
Rich text editor
Like or dislike solutions -
Comments -
Link solutions -
Ability to show the requests resolved by using a particular solution -
Expiry dates for solutions
Review dates for solutions
Video Embedding
Configure additional fields -
Solution owner -
Non-logged-in users can view solutions -
SLA management
Configure different levels of escalation
Automatic escalations
Notifications before an SLA is breached
First-response-based SLAs
Reporting
Prebuilt, standard reports
Custom reports
Flash reports -
Integration with third-party reporting software (e.g., Crystal Reports) -
Export reports to CSV, XLS, or PDF format
Report scheduler (auto-generation and distribution)
Analyze trends and performance levels
Real-time updates included in reports
Save and schedule customized reports
Query reports for developers -
Custom widgets from reports
Asset management
Barcode scanning
Automatic workstation discovery
Discovery of all IP devices (e.g., printers and scanners)
Discovery and complete scan for Windows, Linux, and Mac machines
Distributed workstation scan
Import software licenses from CSV files
Vendor and asset associations along with their details
Assets and asset relationships
Asset history with a list of associated requests
Software compliance
Support for client access license and volume-based software licensing
Dynamically scan the network or import files to build an asset list
Remote control
Asset loan
Asset Replenishment
Enhanced tracking of license limits on assets and technicians -
Triggers and custom actions for assets -
Track and manage consumables -
Import vendors and associate assets -
Widgets on the Dashboard -
Asset life cycle -
Asset associations -
Purchase management
Manage purchase orders
Contact vendors directly from the application
Integration with purchases, assets, and vendors
Purchase order approval system
Schedule approval reminder notifications
Add invoice details to purchase orders
Reconcile purchased assets with scanned assets
Purchase requests -
Purchase order to service request mapping
Purchase order configuration templates -
Site-based purchase orders -
Contracts management
Create and manage contracts
Add information and attach documents related to a contract
Associate contracts with assets
Generate alarms before contracts expire
Parent-child contracts
Renew contracts
Multiple contract notifications
Automatic generation of requests for contracts nearing expiry -
Site-based contracts -
Service catalog
Record service requests
Manage service categories and services
SLAs
Service request approval
Schedule approval reminder notifications
Add tasks to service requests
Add resources to the service catalog
Manage the catalog for different user groups
Classify IT and business service categories -
Incident management
Incident classification
Record service requests
Impact
Urgency
Priority
Configure statuses (e.g., open, on hold, or closed)
Link incidents to assets and configuration items (CIs)
Incident templates
Problem management
Problem detection and classification
Create a new problem from an incident
Record a new problem in the problems module
Associate multiple incidents with a single problem
Problem priority
Add analysis on root cause, impact, etc.
Add workarounds, solutions, or known errors
Problem closure
Problem Life Cycle -
Problem Templates -
Problem Form Rules -
Change management
Custom change templates
Configurable change workflows
Visualize life cycles for change using workflows
Dynamic templates with field and form rules
Initiate and record new change requests
Initiate change requests from an incident or problem
Associate multiple incidents or problems with a change
Create change advisory boards (CABs)
Change approval from CAB members
Schedule approval reminder notifications
Add impact, rollout, and back out plans, and use a checklist for implementation
Capture planned and actual downtime along with the CIs involved and the services affected
Coordinate change implementation
Review changes
Make announcements to technicians, end users, or both
Triggers and custom actions for changes
Recover deleted changes
Stage-based task creation in changes and change templates -
User acceptance testing and release stages -
Project Association
Release Association
Change Calendar View
Copy Changes
Change conversations
Multi-stage and multi-level change approvals
Backup Approver
Configure custom change actions using custom menu -
Send custom change notifications
Create custom change roles and associate them with change templates
Restrict access only to the stages and statuses configured in the change workflow -
Change Roles can now be associated with support groups, change request's site, or group-based technicians -
Conflict detection for changes -
Release management
Utilize custom release templates
Use the visual workflow builder
Create custom release roles
Associate release roles with templates
Initiate a release from a change request to associate a change
Configure stages and statuses
View the release calendar integrated with changes -
Use notification rules and customizable email templates
Add impact, rollout, and back out plans, and use a checklist for implementation
Send custom notifications
Schedule approval reminder notifications
Make announcements to technicians, end users, or both
Carry out post-deployment training and review
Link releases to assets and CIs
Triggers and custom actions for release -
Recover deleted releases
Dynamic templates with field and form rules -
Import releases, release tasks, and release conversations -
Custom menu for releases -
Custom widgets for releases -
CMDB
Define relationships between CIs based on their dependence
Define and manage CIs to ensure uninterrupted IT service
Define CI types and relationship types
Attach documents to CIs
Map view for CI relationships explaining the relationship between CIs
Integration with incident management module
Integration with problem management module
Integration with change management module
Integration with release management module -
Triggers and custom actions for CMDB -
Resource management
Graphically track and manage your users' tasks effectively.
Categorize resource utilization based on workloads.
Filter tasks based on time or time scales, sites, groups, and technicians
Project management
Custom project templates
Import data from MS Projects as CSV, XLS, and XLSX
Project, milestone, and task integrations
Task planning and management
Project history
Effort estimation
Notifications and comments
Gantt view
Project overview map
Export project Gantt map as PDF
Kanban view for project tasks -
Task Dependency
Resource Management
Custom triggers and custom functions for projects -
Enterprise service management
Single enterprise directory
Unique service desk instances
Service automation across departments
Built-in catalog, and templates specific to each service desk instance
Centralized request portal
Space management
Others
Activities: Combined view of tasks and requests (tickets)
Custom Modules -
Site locale and locale-specific notification templates -
In-product communication -
SmartView in Dashboards and the Scheduler -
Custom triggers and custom functions for tasks -
Integration
Email
Single Sign On
- AD FS 2.0/3.0 -
- Google Apps -
- Okta -
- Microsoft Azure AD -
SMS
API
Outlook -
Microsoft actionable messages
OpManager
Zoho Analytics
Active Directory
Mobile apps for Android and iOS devices
Remote control software
Endpoint Central (Desktop Central)
Site24x7
Live chat
SMS gateway
Skype -
Slack -
Microsoft Teams
Cloud file attachment -
SCCM
Application Manager
Mobile Device Manager Plus
Password Manger Pro
AD Manager Plus
AD Self Service Plus -
AlarmsOne -
Jira
Zapier -
Microsoft Azure AD User Sync -
TeamViewer -
Cloud Telephony -
Zoho Survey -
Zoho Directory -
Connect your ServiceDesk Plus Cloud account with external apps using a secure authentication mechanism -
Create Office 365 calendar entries from reminders in ServiceDesk Plus, and sync reminders and leave days between ServiceDesk Plus and Microsoft Office 365 calendars -
Scripts Java/Python Deluge
Artificial Intelligence
ZIA
  • Answer direct questions from technicians and end users
-
  • Provide answers to complicated questions by scouring the application database
  • Perform service desk operations like opening and editing tickets
  • Serverless Zia developer console to build custom Zia actions
-
  • Conversational chatbot on native mobile apps
-
  • Execute user's approval action based on email response
-
  • Prediction of relevant technician, category, and template for a request
  • Multi-portal support
  • ZIA priority prediction for requests
  • ZIA reports using Analytics Plus
Custom Applications
Create custom forms with varied field and date types (drag-and-drop interface) -
Add custom validations, actions, and triggers; define custom workflows -
Share custom apps with specific users -
Refer to important ticket data via lookups -
Host your custom apps in any portal as web forms -
Custom schedules
Custom schedules
User Survey
Separate survey for incident and service requests
Multiple question types
Multi-language support
General survey -
Criteria to trigger survey
System requirements
Supported operating systems
Windows -
Linux -
Supported databases
Oracle - -
MSSQL -
Postgres -
Supported browsers
Internet Explorer -
Internet Edge
Firefox
Chrome
Pricing
Standard
Edition
Free for up to 5 techs. Paid version starts @ USD 1,195 for 10 technicians annually. On-premises Cloud
Professional Edition Starts at USD 495 for 2 techs and 250 nodes annually.
Enterprise Edition Starts at USD 1,195 for 2 techs and 250 nodes annually.
Subscription Model Yearly & perpetual basis Monthly & yearly basis
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