HelpDesk Applications in ManageEngine (ME) are as follows :
1. SupportCenter Plus – SCP
2. ServiceDesk Plus – SDP
3. ServiceDesk Plus MSP – SDP MSP
‘What are the differences between the different ME helpdesk products that you have? Which product is right for me?’
SupportCenter Plus – SCP :
If you are a company that sells products and you are in need of a software to answer your support queries, you need SupportCenter Plus. Here, the focus is on the product that you sell. The configurations that you create will revolve around the product or business unit. You provide the same set of services to all customers of a business unit, like Operational Hours, Holidays, SLA, etc. SCP is designed around products (Business Units)
Use case: Here one user can buy multiple products and ask queries on any of the products purchased and raise tickets across BU’s / Products.
ServiceDesk Plus – SDP :
If you need a help desk to manage your own company’s IT infrastructure, you need ServiceDesk Plus. You employ staff in your IT department who use this software to manage your company’s IT infrastructure and IT infrastructure related support requests from your employees. You can support your internal Department’s , Employees using this tool.
ServiceDesk Plus MSP – SDP MSP:
SDP MSP is designed around clients (Accounts / Organizations).
If you need a help desk to manage your own company’s IT infrastructure and other companies as well, you need ServiceDesk Plus – MSP. Here, you are a service provider who provides IT infrastructure related support to different Organizations. The configurations (Operational Hours / SLA’s ) that you create will be specific to each Organization (Account). You will gather the requirements from your Clients and create the configurations. You will charge these Organizations for the service that you provide. The focus here is on the customer / Organization (Account). Mostly your Organization employees are the IT technicians who will handle IT related support requests from all.
You will see Account (that’s how we call your clients) specific segmentation in Request, Asset, Solutions, and Contract Management. Account is made more prominent in each form and page. Everything revolves around Account.
An End user / An Employee can raise Issues / Tickets only for their
Organization. They could not create tickets / request for other Accounts
/ Organization using this SDP MSP Application. Only IT technicians who
handles the tickets has this privilege.