Wanstor and ManageEngine IT Helpdesk Solutions

Wanstor and ManageEngine offer a range of web based, ITIL-ready help desk software designed specifically for organisations who want to automate many of their routine service desk tasks. The all-in-one ITSM solution delivers comprehensive help desk, service desk, account management, asset management, remote controls and advanced reporting in a multi-tenant architecture with robust data segregation.

Wanstor and ManageEngine can provide your organisation with ServiceDesk Plus. It is a web based, ITIL-ready help desk software designed specifically for managing complex IT service desk environments. This all-in-one ITSM solution delivers comprehensive help desk, service desk, account management, asset management, remote controls and advanced reporting in a multi-tenant architecture with robust data segregation. It empowers IT service desks to offer services and support to multiple clients with centralized controls.

The tools and features of the ServiceDesk Plus solution by ManageEngine include:


ITIL Ready

Service Desk Plus Tool Description
Incident management Reduce outages, improve agent productivity, meet SLAs, and manage the complete life cycle of IT tickets. Automate ticket workflows to let your IT technicians focus on other important tasks
Service catalogue Showcase your available IT services to end users and give a new face to your IT. Create and publish your service catalogue with custom service-level agreements (SLAs) and multi-stage approvals
Problem management Classify, analyse, and close problems. Analyse root causes and reduce repeat incidents to boost your IT help desk's productivity
Change management Streamline planning, approval, and implementation with automated workflows. Eliminate unauthorized and failed changes.
CMDB Track and manage all configuration items and map their relationships and dependencies. Visually analyse the impact of changes and outages for informed decision making
IT project management Create projects, manage resources, and track progress. Integrate IT projects with requests and changes to fine-tune overall IT service delivery

Automation

Service Desk Plus Tool Description
Knowledge base Empower end users to solve repeat incidents with a knowledge base to deflect tickets from your IT help desk. Narrow your search using keywords and topics.
Self service portal Facilitate easy request creation, keep end users informed on ticket progress and approvals with automated notifications, and make company-wide announcements of outages.
Service level agreement Create SLAs to provide quality services on time to your end users. With ServiceDesk Plus' intuitive SLA management, proactively escalate to four levels of hierarchy to ensure SLAs are met.
Business rules Configure business rules to organize incoming requests (via web form and email) and deliver them to groups, assign their status, and more to simplify your incident workflow.
Automatic ticket dispatch Auto-assign tickets based on technician availability with technician auto-assign. Use either the round robin or load balancing method to cover every ticket.
Help desk notifications Alert IT technicians when tickets are created or assigned and keep your end users informed every step of the way with email and SMS notifications. Create templates for email notifications to reduce manual efforts.
User survey Gather end-user feedback with the built-in survey. Define your own questions to measure your IT support team's responsiveness.
Help desk reports Generate more than 150 built-in, custom, query, and flash reports pertaining to various IT help desk modules including requests, problems, changes, assets, surveys, contracts, and purchases.
Mobile help desk Take your IT help desk wherever you go with ServiceDesk Plus' iOS and Android apps. Increase your technicians' responsiveness and efficiency by allowing them to manage IT tickets anywhere.
Mobile help desk Take your IT help desk wherever you go with ServiceDesk Plus' iOS and Android apps. Increase your technicians' responsiveness and efficiency by allowing them to manage IT tickets anywhere.
Multi site support Manage multiple sites from a single IT help desk tool. Set up custom workflows for each site, enhance collaboration, and gain visibility and control over your long-distance IT.
Email commands Create, edit, or close tickets on the move with predefined email commands. All you have to do is send an email with the appropriate commands the changes will be automatically completed.
Data archiving Archive your old, unused data to improve your IT help desk performance. Easily search, access, and export archived data at any time.

Asset Management

Service Desk Plus Tool Description
IT asset inventory management Discover and maintain your IT asset inventory with efficient auto-discovery. You can discover IT assets from Windows, Linux, Mac, AIX, and Solaris, as well as printers, routers, switches, and more.
Asset discovery Discover, track, and manage IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.
Agent scanning Access systems from the remote network, regardless of location. The agent also helps you connect remotely to take control of a screen in seconds.
IT asset tracking Get the IT asset tracking capabilities you need to gain visibility, compliance, and control of your IT assets in a single solution. Stay up to date on asset usage to eliminate errors and optimize software spending.
Software asset management Manage all aspects of your software assets including purchasing, deployment, maintenance, utilization, and disposal. Identify and eliminate unused software to reduce IT costs.
Software license management Identify and eliminate unused licenses, plan future software purchases, and ensure software compliance. Reduce the costs and risks associated with over and under-purchased licenses.
Purchase order management Automate your supplier interactions and IT purchases with full traceability and visibility, maintain master records for various vendors, track purchases from ordering to receipt and invoicing, reduce delays, and cut unnecessary spending.
Contract management Manage contracts with different vendors seamlessly. Track IT hardware and software contracts to improve compliance, associate assets, and receive proactive notifications for contract expirations.
System tools Integrate system tools with ServiceDesk Plus to manage and troubleshoot systems effectively. Now you can easily monitor, analyze, and manage any number of systems and even perform planned maintenance

By partnering with Wanstor and ManageEngine to deliver IT helpdesk solutions your organisation can benefit from:

  • Stronger alignment between IT and the business, changing IT from a cost centre into a true business enabler.
  • Improved service delivery and customer satisfaction rates through better event, incident and request management – Saving your IT service desk team time, money and effort on resolving issues.
  • Reduced costs through improved use of resources by analysing when you need engineers available and the tasks you want them to complete.
  • Improved IT staff productivity by advising and putting in place programmes of work which automate many manual day to day IT processes.
  • Greater visibility of IT costs and assets means IT will become more accountable to the business and can enable delivery against customer and organisational objectives.
  • Better management of business risk and service disruption or failure as a proactive approach to IT will give the IT teams visibility of where potential problems may be happening so they can put a fix in place before the issue becomes business critical.
  • A more stable IT service environment which mitigates IT risks, achieves greater interoperability between systems and reduces user complaints.

For more information about Wanstor and ManageEngine IT Help Desk solutions, please contact us on 0333 123 0360, email us at or fill in the form below and one of our IT Support experts will give you a callback.

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