| Vendor |
FrontRange |
ManageEngine |
Salesforce.com |
| Deployment |
| On-Premise |
Yes |
Yes |
No |
| Web-Based |
Yes |
Yes |
Yes |
| Pricing |
| Details |
Not Published. |
ServiceDesk Plus Standard Edition starts at $495; ServiceDesk Plus Professional Edition starts at $995; ServiceDesk Plus Enterprise Edition starts at $2995 |
|
| Call Tracking & Request Management |
| Request Management Highlights |
With more than two decades of service management experience and 8,000 plus customers across the globe, customers can rely on HEAT to manage all their Help Desk service and support needs, from initial request through incident closure. HEAT includes a complete suite of core service and support components into a consolidated service desk solution designed specifically for the needs of the midmarket. End-to-end support helps manage service issues from the initial call to completed work orders and service restoration. |
ServiceDesk allows you to track emails and phone calls, and helps to manage requests with several automated process like request routing, business rule application, SLA management and escalation management. Multi-site support is available. |
|
| Reporting |
| Custom & Pre-Built Reports? |
Over 200 Pre-Built reports. |
Custom & Pre-Built reports offered. |
|
| Real-Time Reporting |
Yes |
No |
|
| Service Portals |
| Customer Self-Service |
HEAT Self Service translates into increased efficiencies and end user value right from the start, and allows users to: Improve customer communication at every level; Reduce call volumes; Ease agent workload; Optimize staffing levels; Enhance end user satisfaction levels. |
Yes. Users can also check the status of their requests online, thereby reducing unneccessary follow-up calls to the helpdesk to check status. |
|
| Searchable Knowledge Database |
Yes. HEAT Self Service integrates out of the box with HEAT® Plus Knowledge providing web-based self help and access to the knowledge base to help reduce the “how-to” support requests. |
Yes |
|
| Service Level Agreement |
| Configure Escalation Levels |
Yes |
Yes |
|
| SLA Configuration Highlights |
The FrontRange ITSM Service Level Management module provides a centralized management console to design, build, manage and monitor service agreements throughout their lifecycle. Key features include: Auto-escalation; Service definitions; Review date notification; Document service level management; Logical grouping; Real-time monitoring and reporting; Web access |
With ServiceDesk you can: Define SLA rules to distinguish priority requests by Requester, Department or Category; Automatically update Requests to apply SLA rules to determine resolution time; Track SLA compliance using automatic escalations (upto 4 levels) in case of SLA violations at pre-defined time intervals |
|
| Knowledge Management |
| Knowledge Management Highlights |
HEAT Plus Knowledge facilitates collaboration among experts by making it easier to share information through document searching, storage, indexing, reporting and authoring capabilities. With a robust knowledge repository, diagnosis and resolution steps for common service requests and incidents are easily accessible. |
Create a robust knowledge base solution with ServiceDesk Plus to document the best practices and solutions to any common problem. This helps the users to find their solution from the knowledge base before raising a request, addressing their needs effectively, by logging into their Self-service Portal. |
|
| Incident Management |
| Incident Classification |
FrontRange ITSM Incident Management provides core service desk functionality of efficiently identifying, responding to, and tracking issues and service requests needing resolution. Key features include: Simple, intuitive user interface; Automatic, intelligent routing; Auto-escalation and notification; Real-time reporting; Quick-close incident management option; Link Incidents, Problems and Known Errors; Remote support and end user access; Support for regulatory compliance; Big-picture view; Problem board; Support for industry best practices |
ServiceDesk offers three levels of Incident classification and automatically dispatches them. Strengths in the Incident Management space include: User satisfaction surveys; Predefined and dynamic incident prioritization; Incident diagnosis; Escalations; Resolution & Recovery; Incident closure. |
|
| Problem Management |
| Problem Management Functionality |
FrontRange ITSM Problem Management gives you tools to initiate actions to correct or minimize adverse impact from problems and address the root cause by focusing on known errors. You can pinpoint a problem's source, allowing the service desk to correct issues quickly. By relating problems to particular incidents, known errors and changes, the ITSM integrated solution promotes visibility of current status with real-time dashboards, an |
Uses trend analysis for problem detection and categorization. When a problem is created from an incident, the impact, urgency and priority values get assigned from it automatically and reduce the task of prioritizing the problem for technicians. Other strengths include: Investigation, diagnosis, and solutions. |
|
| Change Management |
| Change Advisory Board |
Yes |
Yes |
|
| Change Management Highlights |
Key of the HEAT Asset Management solution include: Support for industry best practices and regulatory requirements; Automated workflow; Dynamic approvals; 360-degree view of change impact |
With ServiceDesk Asset Management offer extensive Change Management functions. Basic features include: Initiate Change Request, Change Plans and CAB (Change Advisory Board), Approval from CAB Members, Co-ordinate Change Implementation, Post Implementation Review, & Change History |
|
| Asset Management |
| Asset Management Details |
HEAT Service and Support integrates with the FrontRange Software Asset Management Suite to accelerate troubleshooting. FrontRange Discovery feeds all captured asset discovery information to the HEAT help desk console, so end-to-end incident management is streamlined, saving time and cost at the help desk while dramatically increasing first call resolution rates. |
Yes. Complete ownership of all assets and history for all assets. ServiceDesk ServiceDesk Plus has an integrated Asset Management solution along with the basic help desk functions. With the integrated Asset Management, ServiceDesk provides you with an accurate inventory of all the hardware, software assets in your organization. |
|
| Integration |
| Asset Lifecycle |
Yes |
Yes. Included in ServiceDesk Plus. |
|
| CRM |
Yes |
Yes |
|
| SMS (Short Message Service) |
Yes |
Yes. Included in ServiceDesk platform. |
|
| Telephony System |
Yes |
Yes. VQManager is ManageEngine's VoIP quality monitoring & reporting software-only solution. |
|
