Story image

ManageEngine integrates IT service desk to make life easier for MSPs

06 Apr 2017

​ManageEngine recently announced the integration of its flagship managed service provider (MSP) offering.

ServiceDesk Plus MSP has now been fused with ManageEngine’s sales and finance apps (Zoho CRM), Zoho Books and Zoho Invoice.

ManageEngine asserts as part of its efforts in bringing IT together, these new integrations further reinforce the ability of IT MSPs to execute high-quality technology solutions and services for their clients while ensuring that business aspects like client management, accounting and invoicing work in close tandem with client support operations.

According to ManageEngine, MSPs often strive to understand varied client needs and offer custom services that fulfill client requirements.

As their business grows, so too does the portfolio of applications they use to manage business and client operations.

Because MSPs, more often than not, prioritise supporting IT infrastructures and meeting critical service level targets, the integration between business and client operations apps can take a back seat.

As a result, business functions like client account management, accounting, billing and invoicing fail to operate in sync with service operations — and that failure adversely impacts the growth and profitability of MSPs.

“While MSPs have all the tools to support, manage and invoice their clients, what holds them back from scaling up is a complex tangle of applications that don’t talk to each other,” says Rajesh Ganesan, director of product management at ManageEngine.

“At ManageEngine, we are committed to the cause of integrating software systems between business and IT functions as well as reducing silos, complexity and cost. The integration of ServiceDesk Plus MSP with the three Zoho apps helps growing MSPs optimise operations, focus on service and grow their businesses.”

The team at ManageEngine assert the Zoho CRM integration will enable users to be added to ServiceDesk Plus MSP automatically.

This is in addition to allowing technical support and sales teams to use scheduled synchronisation to triage seamlessly, identify new client accounts, plan onboarding activities, track account performance in real time, and manage key customers with ease.

Dynatrace takes pole position in APM Magic Quadrant
It placed highest on Ability to Execute and furthest on Completeness of Vision in the 2019 Quadrant for Application Performance Monitoring (APM).
HCL and Xerox expand strategic partnership
Under the terms of the agreement, HCL will manage portions of Xerox’s shared services, including global administrative and support functions.
Avaya expands integration with Google Cloud AI
This includes embedding Google’s machine learning within conversation services for the contact centre, enabling integration of AI capabilities.
Forrester names Crowdstrike leader in incident response
The report provides an in-depth evaluation of the top 15 IR service providers across 11 criteria.
Poly appoints new A/NZ managing director, Andy Hurt
“We’re excited to be bringing together two established pioneers in audio and video technology to be moving forward and one business – Poly."
Gartner: Local server revenue up by a quarter, shipments down
In Australia, server revenue increased 24.7% in 4Q18, while shipments declined 5.3%.
HPE launches 'right mix' hybrid cloud assessment tool
HPE has launched an ‘industry-first assessment software’ to help businesses work out the right mix of hybrid cloud for their needs.
IDC: Innovative wearable use cases drive double-digit growth
Wristbands are set to lose their dominance as hearables and industrial applications keep the wearables market moving forward.