ServiceDesk Plus 11.0 comes with rapid-start enterprise service desk capabilities that allow businesses to manage service delivery across various business functions from a single platform. Learn more about ServiceDesk Plus’ ESM capabilities.

  • Deliver a consistent experience with an enterprise self-service portal.

  • Create and deploy unique service desks in less than 60 seconds

  • Automate service management in non-IT functions and departments

  • Leverage out-of-the-box best practices for HR and Facilities teams

View the list of other new features, enhancements, and bug fixes released in ServiceDesk Plus 11.0 here

What is enterprise service management?

"Extending IT service management capabilities beyond technology services to address business-centric use cases; managing service demand and supply through a common platform, portal, and service catalog; and speeding up innovation and workflow automation through PaaS/low-code development tooling." - Charles Betz, Forrester

Why do organizations need enterprise service management?

To better contribute to business, employees need various services from IT, HR, Facilities, Legal, Travel, and other departments. Being the forerunner of technology in businesses, IT teams have streamlined their service delivery based on proven ITSM best practices like ITIL, and implemented service desk tools to manage their processes. However, most other departments still handle their requests through email, and maintain them on a spreadsheet or through siloed legacy apps. Add in the lack of established processes and best practices, and delivering services efficiently becomes a challenge.

Digital transformation has revolutionized the customer experience across verticals. It's important that businesses extend the same level of consumer-focused service delivery to their internal audience as well; one way to do this is ensure a consistent, seamless service delivery experience across business functions.

What are the key challenges of ESM?

While most business functions leverage technology to deliver services, inconsistent processes and disparate tools can result in broken service delivery. CTOs may struggle to unify their organization’s siloed service desks and various tools to deliver a fulfilling end-user experience. Some of the key challenges of ESM include:

How can ServiceDesk Plus help?

Take your first step towards streamlined enterprise service management.

What plans and pricing options are available?

The new enterprise service management functionality in ServiceDesk Plus follows the existing pricing model based on the number of technicians and IP-based assets.

How do I purchase licenses for my other service desks?

If you are an existing customer of ServiceDesk Plus, please reach out to to purchase additional licenses. Organizations that are evaluating ServiceDesk Plus can reach out to to get a free demo of the rapid-start enterprise service desk capabilities of ServiceDesk Plus. 

If you have any questions, please write to us at