ManageEngine Adds Visual Change Workflow Builder to ServiceDesk Plus

ManageEngine, an IT management company, is bringing a visual change workflow builder to the cloud version of its flagship IT service management (ITSM) software, ServiceDesk Plus.

The change workflow builder includes a drag-and-drop interface with multiple stages, statuses, notifications and actions, such as approvals, all of which can be added as nodes across the life cycle of a workflow.

The latest update to the cloud version of ServiceDesk Plus also features programmable custom actions — including tasks, notifications, webhooks, and custom functions — for service desk tickets.

As enterprise infrastructures increase in complexity, the processes and ITSM tools needed to manage them also get more complex. This is particularly true for IT change management, where navigating changes becomes increasingly difficult due to disparate processes, outdated ITSM tools, and limited visibility on outcomes. The solution, says ManageEngine, is to simplify change management processes using flexible ITSM tools that allow IT service desk teams to design change processes of all sizes and complexities with ease and clarity.

The latest update to the cloud version of ServiceDesk Plus helps ITSM teams build visual workflows in a way that provides them clarity — from change submission to implementation.

In total, ManageEngine says the ServiceDesk Plus enhanced change management module helps IT teams to generate multi-stage change workflows, with statuses specific to each stage; configure actions, such as conditions, switches, notifications, approvals and field updates, across entire change workflows; create custom change templates, associate them with change workflows, and visually track the progress of changes through their entire life cycle; and define change roles with specific view, edit and approval permissions for various stakeholders.

To learn more about ServiceDesk Plus, visit