Chennai, India, September 19, 2014: ManageEngine, the real-time IT management company, today announced the integration of its self-service password management solution, ADSelfService Plus, with its Active Directory management and reporting solution, ADManager Plus, and its ITIL-based help desk management solution, ServiceDesk Plus. With these integrations, enterprises can streamline their help desk infrastructure, keep users’ self-service actions under their control, reduce IT operational costs and optimize end-user experience. Integrating ADManager Plus and ServiceDesk Plus with ADSelfService Plus is as simple as entering their server details in ADSelfService Plus.
Help Desk Assisted Self-Service
To reduce routine help desk calls and overhead, businesses usually deploy an IT self-service solution, which allows end users to solve some of their common IT issues on their own. But some organizations never deploy anything beyond password self-service for end users due to their organizational policies or fear of losing control over delegated tasks. Such cases require a help desk-controlled IT self-service, i.e., service requests initiated by end users but approved by IT staff.
The integration between ADSelfService Plus and ADManager Plus allows enterprises to securely deploy self-service for end users while still maintaining control over users’ self-service actions through a help desk approval process. For example, instead of directly letting users update their contact information in Active Directory via self-service, they are allowed to open and submit service requests through ADSelfService Plus. These requests are then processed and approved by a help desk technician or an IT admin through ADManager Plus based on pre-configured workflow rules. Users can even check the status of requests they have created — no phone calls or email requests are required.
Parthiban Paramasivam, Product manager at ManageEngine said, “This integration will allow users and help desk staff to collaborate on IT issues to expedite resolution in a secure manner. IT admins can now take control of users’ self-service actions and ensure that they are consistent and in compliance with their organization’s norms.”
Integrating IT Self-Service and Help Desk Management Solutions
ManageEngine also announced the integration of ADSelfService Plus with ServiceDesk Plus, its ITIL-based help desk management solution. With this integration, ADSelfService Plus users can have one-click access to the ITIL-based help desk solution through single sign-on.
Users can self-manage most of their routine IT issues like forgotten passwords, locked out accounts and updating personal information in Active Directory using ADSelfService Plus. For issues where IT self-service is not possible or out of scope, users can instantly access the help desk solution right from ADSelfService Plus and create help desk tickets in ServiceDesk Plus.
“Enterprises that have deployed both ADSelfService Plus and ServiceDesk Plus in their environment can make use of this integration to streamline their help desk management. Users also are spared the effort of having to move back and forth between these two applications to resolve different IT issues,” said Paramasivam.
ManageEngine believes that this integration can potentially reduce help desk operational costs, optimize the end-user experience and create a simplified help desk infrastructure for IT.
Furthermore, ManageEngine also announced that Spiceworks, a network management freeware, has integrated ADSelfService Plus to provide Spiceworks users with self-service password management capabilities.
Pricing and Availability
ADSelfService Plus pricing starts at $595 per year for 500 users. A free, fully functional, 30-day trial version is available at http://www.manageengine.com/products/self-service-password/download.html.