According to Kuriakose, ManageEngine's ITSM product for MSPs -- called ServiceDesk Plus - MSP Edition -- is an ITIL-ready service management product that managed service providers can use to provide help desk services to their customers. Apart from incident, problem and change management, it comes with asset management that includes support for Windows, Linux and Mac machines. Also, Desktop Central - MSP Edition supports complete Windows Management. More info here.
MSPmentor also wondered if ManageEngine planned to get more aggressive in the SaaS market -- potentially integrating applications with sister company Zoho. In response, Kuriakose said "ManageEngine has already entered the SaaS market with on-demand versions of our network performance management and service management solution. Our on-demand portfolio currently includes - OpManager On-Demand, ServiceDesk Plus On-Demand and Site 24x7 (Web End-User Experience Monitoring). Users can simply sign up for the services and start using them. (It is integrated with Zoho Single Sign-On. So if you have a Zoho account, you can check it out yourself right now at http://on-demand.manageengine.com/.)
"These solutions are re-built for the grid; i.e., they are engineered to sit in the data center and supports multi-tenancy. They are not separate instances of our individual products on remote servers. Our experience building Zoho has helped us here. And we are building more on-demand services because we see that as the next obvious step in the market. Our on-demand services are targeted at organizations who don't want the hassle of installing software on their servers and managed service providers who want to provide these services to their clients (without worrying about any server and software maintenance)."ManageEngine competes in the so-called remote monitoring and management (RMM) software market, where MSPs select from a range of tools (on premise or SaaS) to proactively manage customer networks.
Sign up for MSPmentor’s Weekly Enewsletter, Webcasts and Resource Center. Follow us via RSS, Facebook, Identi.ca and Twitter. Check out more MSP voices at www.MSPtweet.com. Read our editorial disclosure here.