ManageEngine ServiceDesk Plus Cloud
UK SOFTWARE PROFILE
ManageEngine ServiceDesk Plus Cloud
Cloud ITSM with request handling, asset management and configurable service processes.
One product. Different jobs.
Each score uses that category's criteria. Compare products within a category, rather than comparing scores across unrelated tasks.
Pricing & practicalities
Model your total cost ↗Published starting point
US$1,595.00
Cloud Enterprise · Year; 2 technicians and 250 assets · annual billing
VAT basis not stated
Cloud Enterprise starts $1,595/year for two technicians and 250 assets. Confirm language, taxes and additional capacity.
Check current price ↗Consider before choosing
- UK data centre lacks Slack and Solution Assist in the published matrix.
- Do not apply on-premises prices to Cloud.
Connected workflows
- Microsoft Teams
- Jira
- Microsoft Entra ID
- Intune
Confirm the integration's direction, permissions, plan and sync behaviour with the supplier.
BEHIND THE AI CLAIM
AI capabilities
UK availability differs by AI feature and provider.
Documented capabilities
- Conversation summaries via ChatGPT or Azure OpenAI
- Zia conversational features
Plans, limits & questions
- UK Solution Assist unavailable in the current matrix.
- Confirm external-model fees, data handling and Enterprise agent scope.
Feature-by-feature evidence
IT service management — 20 scored checks
| Capability & demo question | ManageEngine ServiceDesk Plus Cloud65–100/100 documented fit |
|---|---|
Core workflowEmail request intake5.0 points availableAsk in the demoCreate a ticket from a test email. | ✓ Supported Native email listed for UK. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowSelf-service request portal5.0 points availableAsk in the demoSubmit and track a request as an employee. | ✓ Supported Employee self-service portal. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowConfigurable request forms5.0 points availableAsk in the demoShow a form collecting service-specific details. | ✓ Supported Service-specific request templates. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowSearchable knowledge base5.0 points availableAsk in the demoFind and use a relevant approved article. | ✓ Supported Searchable approved articles. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowAutomatic ticket assignment5.0 points availableAsk in the demoRoute a sample request to its responsible group. | ✓ Supported Rules, round-robin and load balancing. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowService-level targets5.0 points availableAsk in the demoShow response and resolution targets on a request. | ✓ Supported Site-specific targets and escalations. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowService performance reporting5.0 points availableAsk in the demoReport a backlog and a service-level result. | ✓ Supported Custom and scheduled service reports. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowIT asset inventory5.0 points availableAsk in the demoFind the device associated with a request. | ✓ Supported Professional and Enterprise asset inventory. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowService catalogue5.0 points availableAsk in the demoOrder a defined service from an employee-facing catalogue. | ✓ Supported Role-relevant service catalogue. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthConditional approval workflow5.0 points availableAsk in the demoRoute a request to a different approver based on its details. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthProblem and root-cause records5.0 points availableAsk in the demoAssociate recurring incidents with a problem record. | ✓ Supported Root-cause, impact and symptom records. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthControlled change workflow5.0 points availableAsk in the demoDemonstrate review, approval and tracking of a change. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthConfiguration dependencies5.0 points availableAsk in the demoShow how a service depends on related configuration items. | ✓ Supported Visual configuration relationships. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthOn-call escalation5.0 points availableAsk in the demoEscalate a sample alert to the current on-call responder. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthRestricted agent responsibilities5.0 points availableAsk in the demoShow a restricted role unable to change unauthorised records. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthAdministrative audit history5.0 points availableAsk in the demoFind an administrative change with actor and timestamp. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthService data API5.0 points availableAsk in the demoRetrieve a request through an authenticated API. | ✓ Supported Authenticated request retrieval API. 5.0 / 5.0 pointsEvidence ↗ |
AIAI ticket summaries5.0 points availableAsk in the demoSummarise a long incident without omitting key evidence. | ✓ Supported UK summaries require ChatGPT or Azure OpenAI. 5.0 / 5.0 pointsEvidence ↗ |
AIAI response drafting5.0 points availableAsk in the demoDraft a reply grounded in a relevant knowledge article. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
AIConversational employee service agent5.0 points availableAsk in the demoResolve a routine request and demonstrate escalation. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
“Not verified” means the recorded evidence does not settle this specific check. It does not mean the feature is absent. Read the scoring method.