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ServiceDesk Plus is a web-based help desk software solution that allows you to manage all information transfer processes from one point. It consists of integrated modules for Request management (Trouble Ticketing), Asset management, Purchase order management, Contract Management, Self-Service Portal and Knowledge Base. ServiceDesk Plus brings all of these modules together at an affordable price.
ServiceDesk Plus is available in three editions - Standard, Professional and Enterprise.
Key features:
- Single password. User authentication is performed using existing login-password pairs for Windows or Active Directory. Users do not need to remember new passwords. You can also easily import user information into ServiceDesk Plus for quick searches by phone number or email.
- Extensive possibilities for working with text and images. With the full featured Rich HTML editor in ServiceDesk Plus, you can easily edit pages by adding detailed descriptions and pictures.
- Documenting requests. You can save all user requests and support responses in a single document for easy search and analysis. You can split documents, combine, link and perform other manipulations to improve the usability.
- Sorting requests. The program automatically sends requests to the necessary departments, classifying them according to various parameters, levels, responsible persons, etc.
- Alerting support staff. Your support staff will always be aware of new requests, even if they are absent from the workplace. With ServiceDesk Plus you can set up an email or SMS alert system.
- Simple forms for filling out requests. Don't bother your users filling out cumbersome forms, with ServiceDesk Plus you can customize the look of the form by adding the required fields to fill out.
- Inventory. Get complete information about your workstations (Windows, Linux or Mac), network devices such as printers, switches, routers, access points, regardless of their location. You will be aware of expiration dates for licenses, support for timely updates.
- Software used. ServiceDesk Plus examines your computers and provides a complete list of the software you use, categorizing it by type. Detects unwanted or prohibited software and removes it, keep abreast of license expiration dates and monitor software updates. ServiceDesk Plus helps you identify unused and frequently used software on your network, allowing you to decide which programs to opt out of.
- Incident management. Prioritize incidents and effectively reassign responsibility for specific tasks. Find the best solutions with the built-in infobase. Classify potential problems and create remediation guides so that users can solve the problems themselves.
New in version 8.2:
- Setting up the service catalog. You can customize the list of services provided to your customers, which significantly increases trust and efficiency from the moment of approval to the execution of each request. This module allows you to create, maintain, approve, deploy and control all the services offered by your company.
- Scanning with an agent. With the help of the new agent, you can remotely access any system, regardless of its location. The agent will also help you synchronize all remote resources and update them as needed.
- Quick settings. You can install / remove programs from the user's computer directly from the request window.
- Automatic distribution of tasks. The new intelligent system allows you to distribute maintenance tasks between technical support personnel, taking into account employment and other parameters.
- Interactivity. Automatically track network outages and other events, and automatically forward information to ServiceDesk Plus to save you money and resources. Now information about failures is not delayed in the queue, but is immediately added to the ticket.
System requirements:
Operating system:
Windows 2000 + SP4;
Windows 2000/2003 Server;
Windows XP Professional
Windows 2008 Server
Red Hat Linux 7.2 and later
There are many examples when controlling a remote computer becomes a very useful, and often even a necessary function. For example, an acquaintance who is not well versed in technology calls you and asks you to solve his problem with the system. You can, wearing a warm jacket and boots, go to the rescue like Chip and Dale, or lead a long, monotonous lecture with step-by-step descriptions of all keyboard and mouse operations. At the same time, the remote computer control program can save time and effort. Another example. In your family, each of its members has their own computer. You need to download a hairstyle guide from your wife, and your son has a Quake distribution on your hard drive. And what, for this it is necessary to run from room to room, to distract the beloved from the series, and also to violate the privacy of the son, who invited the girl home for the first time in his life? No, it is not at all necessary to commit such atrocities; it is enough to remotely turn on the computers and rewrite all the information from there. Similar situations can arise in offices where control over workstations is required. In order to install any specialized program, you do not need to run through the production halls and accounting corridors, it is enough to connect to the machine via the network. In a similar way, you can spy on employees, preventing them from being overly involved in games, blowing off each other's heads with sniper rifles.
Radmin is designed for remote administration of Windows systems (including Vista). The archive downloaded from the official project page consists of two distributions that are installed separately. One module is intended for organizing a server, and the second is a tool for connecting to those machines where the previous component is installed.
The first step in deploying a software product on the network is installing the server side on the machines to which you plan to connect remotely. During the first start of the module, a dialog box opens with a list of available actions and settings.
The application launch mode can be automatic or manual. In the second case, you can start the application through the standard Start menu. Autostart allows you to connect to a remote computer even if no user is logged on.
Server settings are made in the form of a tree-like menu, navigation through which switches sets of options. You can change the working port, request confirmation for connections, filter IP addresses. The latter function allows you to restrict access to the workstation, allowing connections only for those machines whose addresses are registered in the settings. In addition to IP addresses, you can immediately enter their ranges. The server settings also contain options that allow you to configure the individual network tools of the software product.
Access rights management ensures high security of remote connections. Radmin uses challenge and confirmation authentication. This method has a counterpart on Windows NT-based systems, but uses a longer secret key. Other similar features include support for Windows security, NTLM / Kerberos, and Active Directory. The program checks user access rights, as well as IP filtering tables.
Access rights can be configured based on your own data, as well as using Windows system accounts. In the second case, you can manage both individual accounts and entire groups. 
Radmin's own system of differentiation of rights does not allow creating groups. You enter a list of users and distribute rights between them. They include nine points. The tenth menu item allows you to quickly enable and disable all rights at once.
The Radmin Server application icon resides in the Windows system tray. Double-clicking with the left mouse button on it opens a service window indicating the port to be used and a list of network connections. One feature of Radmin is worth noting here. With this program you can connect to several remote workstations at once. The opposite situation is also possible - several remote connections can be made to each computer.
The second component of the software product is called Radmin Viewer. It is used to connect to remote computers. 
The address book is used to store the addresses deleted by the computer. It has a tree structure. Folders are not tied in any way to the physical location of workstations or to the structure of the network.
To identify a workstation, you must enter its IP address or domain name. It is allowed to connect via an intermediate Radmin server, which is somewhat analogous to a proxy.
The program supports flexible control of the quality of the transmitted image from a remote machine in order to ensure optimal connection speed. The color depth can vary from 1 to 24 bits. In the first case, the image contains 2 colors, in the second - 16.7 million shades. You can also specify the screen layout of the remote computer. It can be displayed on the entire desktop, as well as inside a separate window. The transfer of the picture in real scale, as well as its reduction or enlargement, is allowed. Finally, you can specify the maximum number of screen updates per second. By default, this parameter is set to 100.
When you move the mouse pointer over the screen of a remote computer, the mouse pointer can change shape in accordance with the settings of the machine to which it is connected. It is also possible to save the shape and size of the cursor, as well as display two mouse pointers on the screen at the same time.
In the connection settings, you can also enter personal information for text and voice chat. You enter a username and description. In addition, for voice communication, the maximum bandwidth of the channel is indicated in order to ensure the highest quality sound.
You can connect to a remote workstation by double-clicking on the corresponding icon in the Radmin Viewer address book. You are immediately prompted for a username and password. Your account data must be entered on the server of the remote machine, otherwise the connection will be impossible. Depending on the rights specified within the account, you will be able to perform certain actions with the remote computer.
The interaction mode is selected using the buttons on the Radmin Viewer toolbar. By default, the mouse and keyboard control mode of the remote computer is used. 
All transactions are carried out without any visible delays. When switching to real scale and full-screen mode, you can inadvertently even forget that you are working through the network, it feels so clearly that you are just working at the local machine. There are no key press delays. You can freely type on the remote machine. The program was tested inside a standard 100Mbps network.
When you switch to full screen mode, a small floating panel with the main modes of Radmin Viewer remains on the desktop. With its help, you can always return to windowed mode or completely break the current connection.
The mode of monitoring a remote workstation outwardly practically does not differ from the previous connection method. You can also see the desktop of the computer, but you cannot perform any action on the computer, only observation.
You can connect to a remote machine using the command line. This type of connection is called telnet. This mode is acceptable on slow links, for example, when using a dial-up connection. Only text information is transmitted between computers, and it does not generate a lot of traffic.
File exchange between workstations is implemented as a separate mode. For this, a special file manager is used, which, however, has a traditional structure consisting of two panels. 
Each panel can be represented as icons, list and table. Document thumbnails are not generated. This is logical, because in such a case, it would be necessary to transfer large amounts of information over the network, which is not rational. The keyboard controls are reminiscent of the good old Norton Commander. For example, F5 is responsible for copying files and folders. The drag & drop mechanism is supported.
You can connect to a remote computer to have a conversation with its user. Text and voice chat is allowed. The program allows several remote connections, so if several users are connected to the remote machine, then all of them will be present in the list of chat users. 
By default, you are named User. It can be changed in the Radmin Viewer settings. However, the name can always be changed during the conversation.
When a conversation starts, a General channel is created. New users connecting to the same server are automatically redirected to this channel. You can create additional channels and send invitations to other users. Each channel has operators who have the right to deny access to the chat or kick out careless interlocutors. You can send private messages to each specific user.
There are two states for each user. One of them means presence at the computer, and the other means absence. If you leave the car for a while, the program can automatically change the status.
In addition to text chat, you can communicate with other users by voice using a headset that includes headphones and a microphone. 
The program works like a walkie-talkie. While you are speaking, the interlocutor cannot be heard. As soon as you have finished the phrase, you switch back to listening mode. Voice chat does not deny and send text messages. You can combine voice and text communication. Everything is said by you and your interlocutors, it is allowed to write to a file.
Another, very primitive mode of interaction with a remote machine is to send text messages to it. This is not a chat, as the dialog box with the text is not interactive, it has no means of organizing the conversation, or even a simple reply button. 
And finally, the last feature of Radmin Viewer is to shutdown remote workstations. In a similar way, for example, a laboratory assistant at an institute can graduate from a couple, and a system administrator can complete his working day.
Radmin has a very high speed of work, which allows you to work comfortably on remote machines, forgetting that the picture is transmitted over the network. The ability to create multiple connections allows you to organize multi-user conversations by text and voice. Powerful user authorization system ensures high security of the system.
