ManageEngine announced a managed services edition of their help desk software – ServiceDesk Plus. The new release is a complete web-based integrated package, including incident and service request management, self-service portal, knowledge base, IT asset management, even purchase and contract management. The new software is available in either a Standard Edition, providing the full range of basic help desk management functions, with a knowledge base and self service portal; or Professional Edition, which includes all the features found in the Standard Edition plus complete asset management.

Managed services allow organizations outsource the regular tasks like IT/network/help desk management to third party service providers. This helps those organizations focus on their core business and keep costs low because someone else is taking care of those problems. With the right service levels, managed services can help reduce the ticket resolution times and bring expertise to the table, something which the regular organization does not have to invest in. The service provider, of course, gets the advantage to  share his expertise and costs among multiple accounts getting better ROI.

The new offering from ManageEngine gives the service provider the software to manage the help desk services of multiple accounts. It covers basic ticket management with service levels, knowledge base, self-service portal, asset management. Interestingly, the new edition derives from one of their flagship products that comes ready with ITIL modules like incident, problem and change management. But it looks like the new MSP edition will not have the ITIL modules built into it for now.

A simple Google search will tell you there are many companies who provide such services to their clients. One of them has been quoted in the official ManageEngine press release – “As a Managed Service Provider who has been in the IT helpdesk industry for over 18 years and used a number of different helpdesk applications to support over a hundred customers, we believe that we have finally found a solution that fulfills our requirements,” said Jason Roberts, Technical Manager for TCNS, an IT and Network Support provider. “ManageEngine allows our customers to be kept up-to-date on a three-tier level – telephone, web and email – provides excellent SLA options based on individual customers, allows our technical staff to be kept updated instantly on all requests, and most of all, provides an easy-to-use reporting facility, which can be pre-scheduled, giving me the time to concentrate on other business requirements! It has all the features an MSP needs at a very affordable price. Now I can focus on my customers without worrying about the software, features or prices.”

The economy, rising prices and how-do-you-keep-your-costs-low-question are helping managed services. Companies like ManageEngine make that process easier. What do you think? Do you think managed services in the help desk market will help? Have you thought of going the managed services route or are you already in the path? Let us know. We would love to hear your views.