Resource library

4 ways a modern support ticket software can drive your ITSM productivity New

Article

Learn how modern support ticket software can revolutionize your IT team's efficiency.

IT asset management vs. IT inventory management New

Article

Learn the differences between IT asset and IT inventory management.

Configuration items: The building blocks of your critical IT services New

Article

Learn how you can effectively leverage configuration items (CIs) for enhanced IT service management.

8 essential KPIs to gauge the performance of IT projects New

Article

Track the health of your IT projects with 8 essential KPIs

ServiceDesk Plus: An effective knowledge management system New

Article

An example of a knowledge management system

Creating a purchase order (PO) with an example

Help Documentation

An example of how to create a purchase order in ServiceDesk Plus

An example of emergency change management with ServiceDesk Plus

Help Documentation

Design and implement a resilient emergency change management process

Customer engagement metrics to drive exceptional employee experiences

Article

Learn how you can track end-user engagement levels.

SLA, SLO, SLI: The KPI trio for exceptional service management

Article

Learn how SLA, SLO, and SLI contribute to achieving exceptional service delivery.

IT service desk metrics: What should you measure?

ITSM Best Practices

A complete guide to IT service desk metrics

Unlocking the potential of AI to break free from break-fix IT support

Article

AI for proactive IT support

Three steps to mastering IT asset discovery

Article

Know how you can gain a complete picture of your digital estate.

A comprehensive guide to building a self-service portal

ITSM Best Practices

An extensive guide to building a self-service portal

A concise manual on operational-level agreements (OLAs)

ITSM Best Practices

Learn about OLAs, their importance, and useful tips to draft an OLA for your teams.

Bridge the divide between ITSM and IT security

ITSM Best Practices

Learn how to improve the security posture by weaving SecOps and ITSM together

A beginner's guide to root cause analysis

ITSM Best Practices

Root cause analysis 101

6 fundamental automation ideas for your IT service desk

Help Documentation

Enhance IT service desk efficiency with these 6 automation tips

IT incident manager: Understanding their roles and responsibilities

Article

Roles, responsibilities, challenges, and skills of an IT incident manager

[Exclusive industry report] The state of AI in ITSM: 2024 and beyond

White paper

Design and execute your AI strategy with insights from your peers

A comprehensive guide
on IT support

ITSM Best Practices

The what, why, and how of IT support

[Ebook] Generative AI:
The Future of ITSM Excellence

White paper

Learn what ITSM industry experts think of GenAI's effect on the future of ITSM

A comprehensive guide on release management

ITSM Best Practices

The what, why, and how of release management

Kanban vs. Scrum

Article

A comparison of Kanban and Scrum

ISO/IEC 27001 standards
for IT Changes with ServiceDesk Plus

Help Documentation

Stay compliant to ISO/IEC standards with ServiceDesk Plus

SLA vs. OLA

Article

Learn how SLAs and OLAs work hand-in-hand when it comes to service delivery.

Building an audit-ready ITAM strategy: A guide for IT asset managers

White paper

How IT asset managers can successfully navigate the often dreaded audit landscape.

A comprehensive guide on sysadmins

ITSM Best Practices

A deep dive into system administration

A comprehensive guide on IT service desk

ITSM Best Practices

IT service desk guide

What a problem manager does: Roles, responsibilities, and skills

Article

A short article on the role of a problem manager

What is ITIL4?

ITSM Best Practices

Everything you need to know about the latest ITIL service management best practice

ITIL 4's four dimensions

ITSM Best Practices

What they are, how they help, and understanding how to use them

Lean in IT: Transforming leadership to maximize results!

ITSM Best Practices

How Lean methodology is reshaping the IT landscape

Navigating ITIL 4's value streams

ITSM Best Practices

A quick primer on incorporating guiding principles into service management operations

The DevOps lifecycle and DevOps pipeline explained

ITSM Best Practices

Understanding the multiple stages of a DevOps pipeline

COBIT 2019, What You Need To Know

ITSM Best Practices

A comprehensive overview of the framework, it's key points, and how to use this in a real–world environment

"ITIL v3 vs. ITIL 4: Much Ado About...?"

ITSM Best Practices

What's new and changed with the move from ITIL v3 to ITIL 4

DevOps for Beginners

ITSM Best Practices

Getting started with DevOps

All About COBIT

ITSM Best Practices

Everything you need to know about the COBIT framework

Three Key Lessons from ITIL^® 4 High–velocity IT

ITSM Best Practices

ITSM is changing – and it might just change without you

Crafting the Perfect Service Management Cocktail – for your organization.

ITSM Best Practices

A guide for service management practitioners and service desk technicians

Maturing Your ITIL Program for Consistency and Scalability

ITSM Best Practices

Assess your organization's ITIL maturity and keep growing, creating value every step of the way

FitSM – the Free, Lightweight ITSM Standard

ITSM Best Practices

Does your organization need a quick way to start with ITSM?

Change Management and DevOps

ITSM Best Practices

A guide for change practitioners, support, and development teams

FitSM vs. Other ITSM Frameworks

ITSM Best Practices

How FitSM stacks up against three popular ITSM approaches

ITIL Jargon Explained

ITSM Best Practices

Cutting through the technology speak to improve IT service delivery and support

The ITIL Service Value Chain

ITSM Best Practices

A practical guide for service desk technicians, IT support colleagues, and ITSM specialists

Unlocking Synergy: DevOps, Cloud, and IT Service Management (ITSM)

ITSM Best Practices

A guide for practitioners, support, and development teams

Everything You Need to Know About ITIL Certifications

ITSM Best Practices

A guide for practitioners, leaders, and ITSM enthusiasts

The Fundamentals of ITIL

ITSM Best Practices

Everything you need to know about this service management best practice framework

DevOps and ITSM promotes psychological safety

ITSM Best Practices

Make a cocktail (or blend) of best practices to achieve better, faster, safer services

The ITIL 4 service value system

ITSM Best Practices

Everything you need to know about the ITIL 4 SVS

Understanding the ITIL 4 Management Practices

ITSM Best Practices

Discover the different practices under ITIL 4

The evolution of ITIL

ITSM Best Practices

A deep dive into the history of ITIL

Blending Lean IT with ITSM to create customer and employee value

ITSM Best Practices

An overview of the shared principles and best practices

Making Sense of DevOps

ITSM Best Practices

It's time to uncover the basics, principles, and hidden truths behind DevOps

Five ITSM dashboards to empower CIOs to achieve data-driven success

Article

Discover how to showcase key ITSM KPIs to CIOs through dashboards for data-driven decision making

The service delivery excellence matrix for IT and business teams

White paper

How organizations can analyze their service maturity and chart their path to service excellence

AI at your service: 5 ways to optimize self-service with ML and AI powered virtual agents

Article

Learn how AI powered virtual agents can make self-service faster, smarter and effective.

4 ChatGPT features that simplify service desk tasks

Article

Learn how ChatGPT helps make service desk tasks easier

ServiceDesk Plus in 2022- A year in review

RFID scanning in the ServiceDesk Plus Cloud mobile app

Help Documentation

Scan multiple IT assets at once with RFID scanning in ServiceDesk Plus Cloud.

The self-service launch pack to promote the IT service desk

ITSM Best Practices

Get the word out about your service desk with our set of editable posters

The IT service desk manager is a jack of all trades

ITSM Best Practices

A breakdown of the role of an IT service desk manager

ITSM e-book: 3 strategies from experts and leaders to future-proof your ITSM

ITSM Best Practices

Service management strategies from ITSM experts for the next three years

Tuning your ITSM to a hybrid, digital workplace

White paper

How IT managers can build an adaptable and successful ITSM for hybrid work

The incident management toolkit

ITSM best practices

Strengthen your incident management practices

The change agent—the synergist for successful IT changes

Article

Learn the basics of what a change agent is and their roles and responsibilities

2022 Magic Quadrant™ for ITSM Platforms

Article

ManageEngine positioned for the third year in a row

The impact of digital transformation on ITSM

Article

Leverage existing technology to improve digital transformation

5 ITSM automation use cases with Machine Learning

Article

Learn about five common ITSM automation with ML

ITSM & IoT: The evolution of ITSM and configuration management

Article

Evolve your ITSM to support IoT-driven changes

How AI and machine learning help automate ITSM processes

Article

Adopt AI and machine learning for an intelligent service desk

The five principles of effective IT problem management

Article

Move from firefighting mode to focus on strategic IT objectives

Help desk automation: How chatbots help IT admins

Article

Embrace AI technologies for smart and intelligent automation

How to mitigate risks during cloud migration

Article

Reap the benefits of cloud adoption by mitigating the risks

A guide to failure metrics in ITSM

ITSM Best Practice

The what, why, and how of failure metrics

A comprehensive guide to no-code ITSM

ITSM best practices

Leverage no-code capabilities to upgrade your service delivery

An essential guide on incident commander

ITSM best practices

A fundamental guide on incident commander's roles and responsibilities.

6 ways to increase IT self-service adoption

Article

Follow these best practices to build a self-service portal that works.

5 ITSM takeaways from the Internet Trends report

Article

Glimpse the future of ITSM with Mary Meeker's Internet Trends report.

10 ways to manage major IT incidents

Article

Embrace these 10 best practices to manage major IT incidents without firefighting.

Key steps for successful knowledge management

Article

Implement knowledge management and set the stage for an improved service desk experience.

10 tips for taming IT tickets

Article

Keep tickets manageable and improve the user experience with 10 practical tips.

Top challenges of remote work and how to overcome them

Article

Empower your IT teams with best practices to maintain business continuity during remote work.

Top 5 practices to ensure agility in your IT service desk

Article

Assess your IT service desk and advance towards agility.

5 ways to resolve IT incidents swiftly in a hybrid work model.

ITSM best practices

Revamp your IT incident response strategies in a hybrid workspace.

A complete guide on IT ticketing systems

ITSM best practices

A complete guide on IT ticketing systems

The state of ITSM two years into the pandemic

ITSM best practices

How have ITSM practices evolved with business requirements over the past two years?

Read the report

A short article on service request management

ITSM best practices

Everything you need to know on service request management

2021 Gartner® Magic Quadrant™ for ITSM Tools

Analyst report

Gartner recognizes ManageEngine for the second year in a row.

Read the report

Measuring the service desk's contribution to value

Webinar

Measuring the service desk's contribution to value.

The service desk and the new normal

Webinar

The service desk and the new normal

The service desk is your best technology coach

Webinar

The service desk is your best technology coach

7 steps to build an effective service catalog.

ITSM infographic

7 steps to build an effective service catalog.

A short article on the CMDB.

ITSM best practices

The what, why, and how of a configuration management database (CMDB)

A short article on Service Level Agreements (SLAs).

ITSM best practices

How important are SLAs in ITSM?

A short article on the Change Advisory Board (CAB).

ITSM best practices

Implement top-notch IT changes by leveraging a CAB

ITIL^® 4 and the digital enterprise - working beyond IT

Webinar

ITIL^® 4 and the digital enterprise - working beyond IT

The new digital workspace: Delivering frictionless IT and business services across the enterprise.

Webinar

The new digital workspace: Delivering frictionless IT and business services across the enterprise.

A short article on IT ticketing system

ITSM best practices

All you need to know about IT ticketing systems.

A short article on incident response

ITSM best practices

What is an incident response?

Global cosmetics manufacturer migrates from ServiceNow to ServiceDesk Plus

Case Study

ServiceDesk Plus implemented as a function-to-function replacement for ServiceNow

How high velocity organizations enable resilience & antifragility

Webinar

How high velocity organizations enable resilience & antifragility

A guide on IT knowledge management

ITSM Best Practice

A guide on IT knowledge management

An extensive guide to building an IT service catalog

ITSM Best Practice

An extensive guide to building an IT service catalog

A comprehensive guide to IT change management

ITSM Best Practice

An informative guide for an effective IT change management process.

A comprehensive guide to IT problem management

ITSM Best Practice

Learn why IT problem management is essential for every organization

A comprehensive guide to IT major incident management

ITSM Best Practice

A must-read to understand the major issues that every organization faces!

7 ITIL^® 4 tips for service professionals

Barclay Rae, ITIL^® 4 co-author

Webinar

7 ITIL^® 4 tips for service professionals

The comprehensive guide to IT incident management

ITSM Best Practice

Everything you need to know about incident management in one place!

Forrester Wave^TM Enterprise Service Management, Q4 2019

Industry report

Claim your complimentary copy now

7 real-life ITSM success stories from top industry leaders

ITSM Best Practice

7 real-life ITSM success stories from top industry leaders

Setting the right cornerstone to build a successful ITSM practice

ServiceDesk Plus Team

Webinar

Setting the right cornerstone to build a successful ITSM practice

A comprehensive guide to help desk software

ITSM Best Practice

All you need to know about IT help desks.

The beginner's guide to ITSM (IT service management)

ITSM Best Practice

An essential guide to everything ITSM

Incident management handbook: How Zoho manages the spectrum of IT incidents

ITSM Best Practice

Incident management handbook: How Zoho manages the spectrum of IT incidents

The 5 step guide to building an IT self-service portal

White paper

The 5 step guide to building an IT self-service portal

ServiceDesk Plus for Microsoft Office 365

Brochure

ServiceDesk Plus for Microsoft Office 365

The GDPR cheat sheet for IT Service management

ITSM infographic

The GDPR cheat sheet for IT Service management

The GDPR & ITSM

White paper

Top eight aspects of ITSM most influenced by the GDPR

AI in IT service management

White paper

Use cases and scenarios on how AI will redefine the way IT service desks work.

How IT service desks can better prepare for the GDPR.

Rajesh Ganesan

Webinar

How IT service desks can better prepare for the GDPR.

Watch webinar

NCSS cuts down on trivial incidents

Case Study

NCSS cuts down on trivial incidents

Premier Financial Bancorp, Inc.

Case Study

Premier Financial Bancorp, Inc.

ESM in the cloud

Presentation

ESM in the cloud

ESM - Admin Guide

Help Documentation

ESM - Admin Guide

View online

Enterprise service management

Brochure

Enterprise service management

How to build an effective help desk knowledge base Infographics

ITSM infographic

How to build an effective help desk knowledge base

Customer Infographics

Infographics

Customer Infographics

ServiceDesk Plus Integration Story

Presentation

ServiceDesk Plus Integration Story

15 ways to manage IT changes better with ServiceDesk Plus

ITSM Best Practice

15 ways to manage IT changes better with ServiceDesk Plus

Helpdesk Command Center

Presentation

Helpdesk Command Center

15 hacks for better IT asset management

ITSM Best Practice

15 hacks for better IT asset management

The Handbook of Essential IT Service Desk Metrics

ITSM Best Practice

The Handbook of Essential IT Service Desk Metrics

Centralized ServiceDesk

Presentation

Centralized ServiceDesk

Major Incident Management

Presentation

Major Incident Management

How an ITSM framework-based IT HelpDesk Can Help SMB

Whitepaper

How an ITSM framework-based IT HelpDesk Can Help SMB

Lulea University of Technology

Case Study

Lulea University of Technology

IT Incident management

Presentation

IT Incident management

IT Change Management

Presentation

IT Change Management

User Guide - Cloud

Help Documentation

User Guide - Cloud

View online

API guide - Cloud

Help Documentation

API guide - Cloud

V1 V3

ServiceDesk Plus Overview

Presentation

ServiceDesk Plus Overview

20 ServiceDesk Plus Hacks for Better IT Help Desk Management

ITSM Best Practice

20 ServiceDesk Plus Hacks for Better IT Help Desk Management

When Reality Hits ITSM Framework Implementations

Whitepaper

When Reality Hits ITSM framework Implementations

ServiceDesk Plus helps deliver consistent service at HAMBS

Case Study

ServiceDesk Plus helps deliver consistent service at HAMBS

Getting Started - Cloud

IT Asset Management

Presentation

IT Asset Management

7 Step Guide to IT Asset Management Success

ITSM Best Practice

7 Step Guide to IT Asset Management Success

6 Steps to Implementing Change Management that Works

Whitepaper

6 Steps to Implementing Change Management that Works

SwissLife Banque banks on ServiceDesk Plus

Case Study

SwissLife Banque banks on ServiceDesk Plus

ServiceDesk Plus Overview

Process Flow Guide

Help Documentation

Process Flow Guide

ServiceDesk Plus Brochure

Brochure

ServiceDesk Plus Brochure

The Free Help Desk Revolution

Case Study

The Free Help Desk Revolution

Best Practices Guide

Help Documentation

Operational Readiness Smooth Transition from Project to Production

The Brainy Book for Smarter ITSM

Brochure

The Brainy Book for Smarter ITSM

Getting IT change management back on track

ITSM Best Practice

Getting IT change management back on track

ITSM best practices white Paper

Whitepaper

ITSM best practices white Paper

Host Ventura Scales the Heights with ServiceDesk Plus MSP

Case Study

Host Ventura Scales the Heights with ServiceDesk Plus MS

Six Tactics for ITSM to Deal with Agile

FREE IT Help Desk Revolution

Brochure

Service Level Management Basics

Release and deployment management made easy
with 11 ITIL best practices

ITSM Best Practice

Release and deployment management made easy
with 11 ITSM best practices

Star Beverage Retailer

Case Study

The magic triangle in IT release management

Admin Guide

Help Documentation

Admin Guide

PDF View Online

ServiceDesk Plus Freeville

Brochure

Admin Guide

Tranter Achieves Help Desk Transparency with ServiceDesk Plus

Case Study

Tranter Achieves Help Desk Transparency with ServiceDesk Plus

User Guide

Help Documentation

User Guide

PDF View Online

The DNA of the Service Desk

Brochure

The DNA of the Service Desk