Feature | On-Premises | Cloud |
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Web-based access | ![]() |
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Custom tracking fields | ![]() |
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Minimal learning curve, simple user training | ![]() |
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ITSM best practices support | ![]() |
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Configuration wizard for software setup | ![]() |
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Data archiving | ![]() |
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Technician broadcast messages and notifications | ![]() |
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Custom Function Usage Stats | - | ![]() |
Secondary email for technicians | ![]() |
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Manage sites and groups for technicians | ![]() |
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Extensions | - | ![]() |
Service catalog | ![]() |
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Incident management | ![]() |
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Problem management | ![]() |
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Change management | ![]() |
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Release management | ![]() |
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Integrated CMDB | ![]() |
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Project management | ![]() |
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Request mode | ||
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Multi-site support | ![]() |
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Right-to-left language support | ![]() |
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Central repository to log and track issues | ![]() |
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Auto-generate tickets | ![]() |
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User-facing announcements | ![]() |
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Send and receive emails from ServiceDesk Plus | ![]() |
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Automatically merge email replies as conversations | ![]() |
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Send and receive SMS messages from ServiceDesk Plus | ![]() |
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Email parser | ![]() |
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Automatic message classification and routing | ![]() |
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Request forwarding (manual and automatic) | ![]() |
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Request form customization | ![]() |
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Dynamic request forms with field and form rules | ![]() |
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Link two similar requests | ![]() |
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Merge service requests | ![]() |
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Rich text editor and attachment support | ![]() |
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Request scheduling | ![]() |
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Technician calendar | ![]() |
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Real-time request collaboration | ![]() |
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Request sharing with end users and agents | ![]() |
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Technician access roles | ![]() |
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Fine-grained authorizations | ![]() |
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Create multiple tasks for each request | ![]() |
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Dependent task handling | ![]() |
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Email spam and notification filters | ![]() |
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Classification and routing based on work groups | ![]() |
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Instant request and workstation history | ![]() |
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Request history filters | ![]() |
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Request classification by category | ![]() |
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Combined request and task view | ![]() |
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Priority and severity levels for requests | ![]() |
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Automatic request escalation based on business rules | ![]() |
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Trigger an email when a business rule is matched | ![]() |
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Apply a business rule after editing a request | ![]() |
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Continue with subsequent business rules after one rule is matched | ![]() |
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Queue support to manage technicians efficiently | ![]() |
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Attach documents to a request | ![]() |
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Manage, edit, assign, and close tickets as a group | ![]() |
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Request closing rules | ![]() |
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Automatic ticket closure upon denial of a request | ![]() |
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Manager dashboard | ![]() |
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Round-robin ticket assignment | ![]() |
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Ticket load balancing | ![]() |
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Import categories, subcategories, and items from CSV | ![]() |
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Configure the request action menu | ![]() |
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Configure workflows with custom triggers | ![]() |
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Custom actions: Build your own actions based on your business requirements | ![]() |
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Business rules: Build condition-based actions to suit your business requirements | ![]() |
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Recover deleted requests | ![]() |
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Allow your technicians to add comments for any status change in a request | ![]() |
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Request life cycle | ![]() |
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Technician auto-assign | ![]() |
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Backup technician | ![]() |
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Backup approvers | ![]() |
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Kanban view | ![]() |
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Data migration between instances (ESM) | ![]() |
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Triggers for Request Sub Entities | ![]() |
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Move requests between instances | ![]() |
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Timers for triggers | ![]() |
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Announcement banners | - | ![]() |
Add tags to index requests based on keywords | ![]() |
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Stay on track with Checklists | ![]() |
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Self-service portal | ![]() |
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Web-based | ![]() |
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End users can create new requests | ![]() |
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End users can create new service requests | ![]() |
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End users can check the status of and update existing requests | ![]() |
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End users can update their contact details | ![]() |
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Searchable knowledge base | ![]() |
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Solution and announcement auto-suggestions for requester during request creation | ![]() |
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Self-service portal customization | ![]() |
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Support for requesters to create change requests | - | ![]() |
Requesters can edit the requests | ![]() |
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Customization of end user portal | ![]() |
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Access Consumables Widget on home page | - | ![]() |
Technician access to knowledge management services | ![]() |
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Approval process for newly added solutions | ![]() |
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Keyword search to find solutions based on the request description | ![]() |
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Indexed document search for faster results | ![]() |
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Search history, including previously resolved requests | ![]() |
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Rich text editor | ![]() |
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Like or dislike solutions | ![]() |
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Comments | ![]() |
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Link solutions | ![]() |
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Ability to show the requests resolved by using a particular solution | ![]() |
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Expiry dates for solutions | ![]() |
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Review dates for solutions | ![]() |
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Video Embedding | ![]() |
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Configure additional fields | - | ![]() |
Solution owner | ![]() |
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Non-logged-in users can view solutions | ![]() |
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Configure solution templates to quickly create and publish KB articles | - | ![]() |
Trash Solutions | ![]() |
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Configure different levels of escalation | ![]() |
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Automatic escalations | ![]() |
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Notifications before an SLA is breached | ![]() |
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First-response-based SLAs | ![]() |
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Prebuilt, standard reports | ![]() |
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Custom reports | ![]() |
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Flash reports | - | ![]() |
Integration with third-party reporting software (e.g., Crystal Reports) | ![]() |
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Export reports to CSV, XLS, or PDF format | ![]() |
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Report scheduler (auto-generation and distribution) | ![]() |
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Analyze trends and performance levels | ![]() |
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Real-time updates included in reports | ![]() |
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Save and schedule customized reports | ![]() |
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Query reports for developers | ![]() |
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Custom widgets from reports | ![]() |
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Barcode scanning | ![]() |
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Automatic workstation discovery | ![]() |
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Discovery of all IP devices (e.g., printers and scanners) | ![]() |
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Discovery and complete scan for Windows, Linux, and Mac machines | ![]() |
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Distributed workstation scan | ![]() |
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Import software licenses from CSV files | ![]() |
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Vendor and asset associations along with their details | ![]() |
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Assets and asset relationships | ![]() |
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Asset history with a list of associated requests | ![]() |
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Software compliance | ![]() |
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Support for client access license and volume-based software licensing | ![]() |
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Dynamically scan the network or import files to build an asset list | ![]() |
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Remote control | ![]() |
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Asset loan | ![]() |
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Asset Replenishment | ![]() |
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Enhanced tracking of license limits on assets and technicians | - | ![]() |
Triggers and custom actions for assets | - | ![]() |
Track and manage consumables | - | ![]() |
Consumable replenishment | - | ![]() |
Import vendors and associate assets | - | ![]() |
Widgets on the Dashboard | - | ![]() |
Asset life cycle | - | ![]() |
Asset associations | - | ![]() |
Asset auto-assign | - | ![]() |
Fine-grained access to assets | - | ![]() |
Asset acknowledgement | - | ![]() |
Customize notifications for assets | ![]() |
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Manage purchase orders | ![]() |
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Contact vendors directly from the application | ![]() |
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Integration with purchases, assets, and vendors | ![]() |
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Purchase order approval system | ![]() |
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Schedule approval reminder notifications | ![]() |
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Add invoice details to purchase orders | ![]() |
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Reconcile purchased assets with scanned assets | ![]() |
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Purchase requests | ![]() |
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Purchase order to service request mapping | ![]() |
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Purchase order configuration templates | - | ![]() |
Site-based purchase orders | - | ![]() |
Custom triggers for purchases | - | ![]() |
Conversations for purchase orders | - | ![]() |
Site-based purchase orders | - | ![]() |
General ledger codes and cost centers for items | - | ![]() |
Purchase Dashboard | - | ![]() |
Import purchase orders | - | ![]() |
Create and manage contracts | ![]() |
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Add information and attach documents related to a contract | ![]() |
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Associate contracts with assets | ![]() |
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Generate alarms before contracts expire | ![]() |
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Parent-child contracts | ![]() |
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Renew contracts | ![]() |
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Multiple contract notifications | ![]() |
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Automatic generation of requests for contracts nearing expiry | - | ![]() |
Site-based contracts | - | ![]() |
Set an indefinite validity term for contracts | - | ![]() |
Enable auto-renewal for contracts | - | ![]() |
Save contracts as drafts | - | ![]() |
Contract Conversations | - | ![]() |
Track the extent of usage of contracts | - | ![]() |
Cancel a contract | - | ![]() |
Contract templates | - | ![]() |
Control the accessibility of different types of contracts | - | ![]() |
Custom triggers for contracts | - | ![]() |
Contract costs in the vendor's currency | - | ![]() |
Record service requests | ![]() |
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Manage service categories and services | ![]() |
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SLAs | ![]() |
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Service request approval | ![]() |
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Schedule approval reminder notifications | ![]() |
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Add tasks to service requests | ![]() |
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Add resources to the service catalog | ![]() |
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Manage the catalog for different user groups | ![]() |
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Classify IT and business service categories | ![]() |
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Incident classification | ![]() |
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Record service requests | ![]() |
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Impact | ![]() |
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Urgency | ![]() |
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Priority | ![]() |
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Configure statuses (e.g., open, on hold, or closed) | ![]() |
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Incident templates | ![]() |
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Link incidents with assets | ![]() |
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Link incidents with configuration items (CIs) | - | ![]() |
Problem detection and classification | ![]() |
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Create a new problem from an incident | ![]() |
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Record a new problem in the problems module | ![]() |
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Associate multiple incidents with a single problem | ![]() |
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Problem priority | ![]() |
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Add analysis on root cause, impact, etc. | ![]() |
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Add workarounds, solutions, or known errors | ![]() |
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Problem closure | ![]() |
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Problem Life Cycle | - | ![]() |
Problem Templates | ![]() |
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Problem Form Rules | - | ![]() |
Triggers and custom actions for problems | ![]() |
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Custom change templates | ![]() |
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Configurable change workflows | ![]() |
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Visualize life cycles for change using workflows | ![]() |
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Dynamic templates with field and form rules | ![]() |
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Initiate and record new change requests | ![]() |
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Initiate change requests from an incident or problem | ![]() |
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Associate multiple incidents or problems with a change | ![]() |
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Create change advisory boards (CABs) | ![]() |
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Change approval from CAB members | ![]() |
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Schedule approval reminder notifications | ![]() |
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Add impact, rollout, and back out plans, and use a checklist for implementation | ![]() |
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Capture planned and actual downtime | ![]() |
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Coordinate change implementation | ![]() |
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Review changes | ![]() |
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Make announcements to technicians, end users, or both | ![]() |
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Triggers and custom actions for changes | ![]() |
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Recover deleted changes | ![]() |
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Stage-based task creation in changes and change templates | - | ![]() |
User acceptance testing and release stages | ![]() |
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Project Association | ![]() |
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Release Association | ![]() |
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Change Calendar View | ![]() |
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Copy Changes | ![]() |
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Change conversations | ![]() |
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Multi-stage and multi-level change approvals | ![]() |
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Backup Approver | ![]() |
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Configure custom change actions using custom menu | - | ![]() |
Send custom change notifications | ![]() |
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Create custom change roles and associate them with change templates | ![]() |
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Restrict access only to the stages and statuses configured in the change workflow | - | ![]() |
Change Roles can now be associated with support groups, change request's site, or group-based technicians | ![]() |
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Conflict detection for changes | - | ![]() |
Timers for triggers and workflows | - | ![]() |
Utilize custom release templates | ![]() |
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Use the visual workflow builder | ![]() |
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Create custom release roles | ![]() |
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Associate release roles with templates | ![]() |
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Initiate a release from a change request to associate a change | ![]() |
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Configure stages and statuses | ![]() |
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View the release calendar integrated with changes | - | ![]() |
Use notification rules and customizable email templates | ![]() |
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Add impact, rollout, and back out plans, and use a checklist for implementation | ![]() |
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Send custom notifications | ![]() |
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Schedule approval reminder notifications | ![]() |
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Make announcements to technicians, end users, or both | ![]() |
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Carry out post-deployment training and review | ![]() |
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Link releases to assets and CIs | ![]() |
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Triggers and custom actions for release | ![]() |
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Recover deleted releases | ![]() |
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Dynamic templates with field and form rules | - | ![]() |
Import releases, release tasks, and release conversations | - | ![]() |
Custom menu for releases | - | ![]() |
Custom widgets for releases | - | ![]() |
Associate releases with requests | - | ![]() |
Define relationships between CIs based on their dependence | ![]() |
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Define and manage CIs to ensure uninterrupted IT service | ![]() |
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Define CI types and relationship types | ![]() |
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Attach documents to CIs | ![]() |
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Map view for CI relationships explaining the relationship between CIs | ![]() |
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Integration with incident management module | ![]() |
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Integration with problem management module | ![]() |
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Integration with change management module | ![]() |
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Integration with release management module | - | ![]() |
Triggers and custom actions for CMDB | - | ![]() |
Export CMDB relationship map as CSV or an image file | ![]() |
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Track the downtime associated with CIs | - | ![]() |
Graphically track and manage your users' tasks effectively. | ![]() |
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Categorize resource utilization based on workloads. | ![]() |
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Filter tasks based on time or time scales, sites, groups, and technicians | ![]() |
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Custom project templates | ![]() |
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Import data from MS Projects as CSV, XLS, and XLSX | ![]() |
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Project, milestone, and task integrations | ![]() |
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Task planning and management | ![]() |
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Project history | ![]() |
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Effort estimation | ![]() |
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Notifications and comments | ![]() |
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Gantt view | ![]() |
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Project overview map | ![]() |
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Export project Gantt map as PDF | ![]() |
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Kanban view for project tasks | - | ![]() |
Task Dependency | ![]() |
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Resource Management | ![]() |
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Custom triggers and custom functions for projects | ![]() |
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Associate requests with a project | ![]() |
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Associate changes with a project | ![]() |
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Associate releases with a project | ![]() |
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Single enterprise directory | ![]() |
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Unique service desk instances | ![]() |
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Service automation across departments | ![]() |
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Built-in catalog, and templates specific to each service desk instance | ![]() |
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Centralized request portal | ![]() |
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Space management | ![]() |
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Activities: Combined view of tasks and requests (tickets) | ![]() |
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Custom Modules | ![]() |
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Site locale and locale-specific notification templates | - | ![]() |
In-product communication | - | ![]() |
SmartView in Dashboards and the Scheduler | - | ![]() |
Custom triggers and custom functions for tasks | ![]() |
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Executive Dashboard | ![]() |
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Single Sign On | ||
- AD FS 2.0/3.0 | ![]() |
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- Google Apps | ![]() |
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- Okta | ![]() |
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- Microsoft Azure AD | ![]() |
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SMS | ![]() |
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API | ![]() |
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Outlook | ![]() |
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Microsoft actionable messages | ![]() |
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OpManager | ![]() |
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Zoho Analytics | ![]() |
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Active Directory | ![]() |
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Mobile apps for Android and iOS devices | ![]() |
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Remote control software | ![]() |
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Endpoint Central (Desktop Central) | ![]() |
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Site24x7 | ![]() |
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Live chat | ![]() |
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SMS gateway | ![]() |
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Skype | - | - |
Slack | - | ![]() |
Microsoft Teams | ![]() |
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Cloud file attachment | - | ![]() |
SCCM | ![]() |
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Application Manager | ![]() |
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Mobile Device Manager Plus | ![]() |
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Password Manger Pro | ![]() |
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AD Manager Plus | ![]() |
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AD Self Service Plus | ![]() |
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AlarmsOne | - | ![]() |
Jira | ![]() |
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Zapier | - | ![]() |
Microsoft Azure AD User Sync | - | ![]() |
TeamViewer | - | ![]() |
Zoho Circuit | - | ![]() |
Microsoft Intune | - | ![]() |
Cloud Telephony | - | ![]() |
Zoho Survey | - | ![]() |
Zoho Directory | - | ![]() |
Connect your ServiceDesk Plus Cloud account with external apps using a secure authentication mechanism | - | ![]() |
Create Office 365 calendar entries from reminders in ServiceDesk Plus, and sync reminders and leave days between ServiceDesk Plus and Microsoft Office 365 calendars | - | ![]() |
Scripts | Java/Python | Deluge |
Zia | ||
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Custom schedules | ![]() |
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Separate survey for incident and service requests | ![]() |
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Multiple question types | ![]() |
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Multi-language support | ![]() |
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General survey | ![]() |
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Criteria to trigger survey | ![]() |
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Supported operating systems | ||
Windows | ![]() |
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Linux | ![]() |
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Supported databases | ||
MSSQL | ![]() |
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Postgres | ![]() |
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Supported browsers | ||
Internet Edge | ![]() |
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Firefox | ![]() |
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Chrome | ![]() |
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Standard Edition |
Free for up to 5 techs. Paid version starts @ USD 1,195 for 10 technicians annually. | On-premises | Cloud |
Professional Edition | Starts at USD 495 for 2 techs and 250 nodes annually. | ||
Enterprise Edition | Starts at USD 1,195 for 2 techs and 250 nodes annually. | ||
Subscription Model | Yearly & perpetual basis | Monthly & yearly basis |