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ManageEngine Offers New ServiceDesk Plus Pricing to Step Up ITIL Adoption

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June 05, 2013

ManageEngine Offers New ServiceDesk Plus Pricing to Step Up ITIL Adoption

By Steve Anderson
Contributing TMCnet Writer

Those interested in getting in on ManageEngine's (News - Alert) ServiceDesk Plus system have a whole new option, as ManageEngine announced a new pricing structure that should make ServiceDesk Plus more attractive to both small- and medium-sized businesses (SMBs) as well as full enterprise-level users alike.

ServiceDesk Plus is a help desk software package that takes advantage of the Information Technology Infrastructure Library (ITIL) system to improve IT service management by bringing it more in line with what businesses need. Focusing on five key disciplines, ITIL offers a set of dogmas—procedures, tasks, checklists and the like—that aren't specific to one organization, but can be used across a wider body of industries to ensure that what's going on in the IT services proves useful. This allows IT organizations to not only provide better services that deal with what's needed, but also removes some of the static by getting things that only work in certain cases out of the toolbox. This helps lower costs and improve the overall level of service.

ServiceDesk Plus also allows the help desk to better identify users' problems as well as suggest solutions, which adds up to more constancy in service as well as improved customer satisfaction and a more efficient delivery of IT services. ServiceDesk Plus also includes features to allow for better communication between IT staff and those who need its services.

Many regard ITIL as a “common sense” approach to IT service, but even with this value focus in mind, many businesses regarded ITIL as both too complex and too expensive to bring into play. Indeed, according to ManageEngine Project Manager Uma Shankar, many ITIL-ready tools aren't exactly user friendly, and that coupled with the high price tags can often scare users off. Cost savings and improved service, after all, mean little if no one can get the ball rolling in the first place, and it's only worse if a high price has to be paid to get there.

Thanks to the new pricing structure, businesses can bring in ServiceDesk Plus's Enterprise Edition for $995, complete with asset and project management tools, and get a shot at ITIL principles in businesses that may not have been able to afford it previously. Better yet, the Professional Edition comes in at $395, and only loses the project management tools included. For those whose needs—and budgets—aren't so expansive, the Standard Edition comes in at the low price of “free” and offers full help desk features for up to five technicians, making it a great fit for small businesses that are particularly tech-dependent. Those who are unsure, meanwhile, can try out a full demo.

It's one thing to make a service easier to use. That's a great way to improve a value proposition and get people interested. But if too much of the value is lost due to high costs that will still scare a lot of users off. ManageEngine looks to have worked both sides of the coin here and brought in a much better value proposition, not only dropping the prices but also offering more value and several points for users to get in should prove ultimately valuable for ManageEngine. Just how many takers ManageEngine will get out of the deal remains to be seen, but the answer will likely prove to be more than would have shown up without.

Edited by Jamie Epstein

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