ManageEngine Adds Two New Modules to MSP Help Desk Software

IT management and network management software developer ManageEngine is adding two new modules today to its help desk software for managed service providers (MSPs).

ServiceDesk Plus – MSP will now include a project management module and a configuration management database (CMD) module to provide MSP IT administrators and IT managers with integrated tools that aim to simplify the creation and tracking of help desk projects, while improving service quality.

The project management module divides each project into milestones. The milestones are then further divided into tasks. This hierarchical split of large projects assists with the assignment of tasks to technicians and helps track their activities as the project progresses.

The CMD module provides asset visibility to proactively manage and optimize business-critical systems and services. A direct visualization map provides the central repository with complete information about the configuration items and their relationships as well as the impact those items have in their IT environment. The module can also perform impact analysis based on configuration item relationship.

ManageEngine ITSM Marketing Manager Arvind Parthiban told MSPmentor that MSPs have been requesting more features from ManageEngine, including customer relationship management (CRM) tools. To satisfy the needs of MSPs, Parthiban said MSPs can expect a CRM feature in the upcoming year.

What else does ManageEngine have planned for 2014? Parthiban noted that the company has plans to develop more cloud-based monitoring applications, search for more possible integrations with the ManagineEngine platform and implement social-based tools. 

Nine Lives Media Editorial Director Joe Panettieri explained why MSPs should monitor ManageEngine’s moves back in September.