Zoho Corporation Limited

ManageEngine ServiceDesk Plus: SaaS-based ITSM platform with native ITAM, CMDB, and ESM capabilities

ServiceDesk Plus is a service management solution that combines ITSM essentials, IT asset management (ITAM), and a CMDB with enterprise service management (ESM) capabilities. ServiceDesk Plus is the ideal choice for organisations looking for a scalable, secure, and extensible IT and enterprise service management solution with a proportionate ROI.

Features

• Omnichannel ticket creation via chat, email, web portal, and mobile
• Enterprise service management (ESM) with IT, HR, and Facilities instances
• Enterprise-wide self-service portal with a knowledge base
• Incident and problem management
• IT asset management with a native CMDB and purchase management
• Change, release, and project management
• No-code automation for ticket categorisation, prioritisation, and ticket routing
• Single-touch workflow orchestration that connects hybrid IT systems
• AI-powered virtual chat assistant, intelligent predictions, ChatGPT integration
• Native integrations for ITOM, MDM, analytics, Microsoft Teams, and Outlook

Benefits

• Capture tickets from across diverse channels in your organisation.
• Extend ITSM best practices to HR, Facilities, Legal, and Payroll
• Personalise service delivery with role-based access controls.
• Move fast and fix outages proactively while minimising impact.
• Discover, track, and manage IT assets with IT inventory management.
• Govern your IT changes and releases with visual workflows.
• Accelerate your service desk productivity by automating ticketing operations.
• Cut down on manual tasks and focus on high-impact initiatives.
• Reduce your technicians' workloads with AI.
• Orchestrate IT operations with native and third-party integrations

£545 a licence a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at zohouk-gcloud@eu.zohocorp.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

720849265376472

Contact

Sreyas Benjamin
+44 2038072092
zohouk-gcloud@eu.zohocorp.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are no specific constraints to ServiceDesk Plus. All service upgrades will be performed automatically by ManageEngine with little to no service disruption or degradation. The service will remain accessible during maintenance activities and upgrades. For scheduled maintenance activities on the infrastructure level, ManageEngine will notify you two to four weeks in advance through our user forums and in-product notifications. Planned maintenance activities are typically scheduled during non-business hours. If there is a possibility of service interruptions or access issues, ManageEngine will notify users through the above-mentioned channels.
• System requirements:
  • Chrome 75 and Firefox 67 and Edge 79 or later
  • Mobile apps available for Android5.0 & iOS 13 or above
  • Asset discovery probe- Windows Server 2008 or higher
  • Asset discovery probe- Windows 7 or higher
  • Asset discovery probe: Dependent software: .NET Framework 4.5 or above
  • Asset discovery probe: 1.80GHz processor speed 5GB of disk space
  • Asset discovery probe: Hardware: 512MB of RAM

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: ManageEngine's product specialists are available 9am to 5pm UK time, Monday through Friday, to respond to customer inquiries, typically within eight hours, depending on the severity level of the support ticket.; ; ManageEngine classifies support inquiries into the following three severity levels depending on the nature of the reported issue-; ; 1)Severity Level 1: Response time: 6 hours,; 2)Severity Level 2: Response time: 15 hours, and; 3)Severity Level 3: Response time: 24 hours; ; ManageEngine also offers a paid program, called Premium Support, with 24/7 support for high-impact issues for which support inquiries are acknowledged within three hours. For more information, visit https://www.manageengine.com/products/service-desk/premium-support.html.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: 1) Mouseless intervention- ; The application has been made entirely usable without the need for a mouse device. ; The product supports mouseless intervention, which allows navigation throughout ; using the following keys: ; ●Tab for navigating forward ; ●Shift+Tab for navigating backward ; ●Enter/Return for option selection ; ; 2) Zoom controls and font size-; The application is entirely adaptable with Zoom control support of 80% to 125% ; irrespective of the device being used, whether a large device or small, enhancing ; overall product visibility. ; ; It also supports maximum readability by allowing adjustments to the font size of the content/text within (small, medium, or large) as the user desires, enhancing clarity and legibility. ; ; 3) Screen reader compatibility- ; Our application being text-only, allows the usage of screen reader extensions, which ; enable the focus area on the screen (either through the Tab key or a mouse click) to be read out aloud, making all the content accessible.
• Web chat accessibility testing: The application has been tested using manual testing methods for navigation and readability. Screen reader compatibility has been tested with the Chromevox extension, which reads the focus content on the screen aloud.
• Onsite support: Yes, at extra cost
• Support levels: Customers can reach out to our customer support specialists via multifold channels:; ; -Phone: +44.203.7693862,; -Email: servicedeskplus-cloud-support@manageengine.com,; -Pitstop: https://pitstop.manageengine.com/,; -ITSM Cares: https://www.manageengine.com/products/service-desk/support/itsm-cares.html and,; -Live chat from within ServiceDesk Plus or Pitstop; ; ManageEngine offers two support tiers for its customers: Classic Support and Premium Support.; ; 1) Classic Support-; Classic Support is included within the ServiceDesk Plus subscription and is available for free. Our customer support executives will respond within timeframes that are enforced based on severity levels of the ticket.; ; a) Severity Level 1: Response time: 6 hours; b) Severity Level 2: Response time: 15 hours; c) Severity Level 3: Response time: 24 hours; ; 2) Premium Support-; This is a paid support tier that customers can opt into. Our customer support executives will respond within three hours. The resolution timelines for every ticket depend on the priority and nature of the customer's inquiry. Dedicated account managers and escalation teams will keep track of issues to expedite resolution while providing timely updates to customers.; ; The Premium Support program is priced at 20% of the subscription cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Once a customer signs up for ServiceDesk Plus, there are a variety of avenues to set up ServiceDesk Plus and gain proficiency in its operations.; ; 1. In-product guidance and instructions help users get acclimated to the platform when signing in for the first time.; ; 1. ManageEngine's dedicated team of solution engineers and product experts helps organisations get started with configuring ITSM practices through a variety of paid programs.; ; 2. ManageEngine also provides in-depth help documentation, hosted online at help.sdpondemand.com, that provides step-by-step guidance for administrators, technicians, and end users. ; ; 3. Apart from help documentation, ManageEngine also maintains a repository of video tutorials for every ITSM practice on its website and on YouTube at (youtube.com/playlist?list=PLEA989DFB8A1327E7).; ; 4. ManageEngine's ServiceDesk Plus Masterclass is a customer-focussed webinar series that is hosted every year to share best practices and tips and tricks with customers who have just started using ServiceDesk Plus. (manageengine.com/products/service-desk/cloud/help-desk-masterclass-training-2023.html#season2); ; 5.ManageEngine's customer success executives travel around the globe meeting customers in their offices for on-site health checks. ManageEngine also hosts in-person ITSM workshops and user conferences to help train customers on the manifold capabilities of ServiceDesk Plus.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Help cards and handouts during training sessions, webinars, and workshops.
  • Tutorial videos for ServiceDesk Plus on YouTube
  • In-app help cards across the application.
• End-of-contract data extraction: Users can export their data from these different modules: Users, Requests, Problems, Changes, Releases, Purchase Order, Solutions, Attachments, Category, Vendor, Workstation, Asset, Components, Consumable Quantity Details, Consumable Allocations, Conversations in Requests, Problems, Changes, and Releases. Data can be exported in either CSV or XLSX format.; Please note that only the first 3,000 rows of data will be exported.; ; Customers can also request a full data export on demand. The exported data will be available for download within the application in the Data Administration section. Once the contract is terminated, the ServiceDesk Plus instance will be downgraded to the Standard edition, which is free for up to five technicians. The user data will be deleted automatically after six months of inactivity.
• End-of-contract process: Once the contract period ends, in the absence of any renewal contract, the ServiceDesk Plus license is deprecated to the Standard edition that is free for up to five technicians.; ; Upon termination of the user account, user data gets deleted from the active database during the subsequent clean-up that occurs once every six months, if the account remains inactive. The data deleted from the active database will be deleted from backups after three months. During the offboarding process, we provide the option to export data and ensure that all sensitive information is securely transferred or deleted as per our privacy policy.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: ServiceDesk Plus is available as a mobile application on both the Android and iOS platforms. While the ServiceDesk Plus platform's configuration capabilities are available only in the desktop (web) version, the mobile app enables seamless everyday ticketing operations.; ; The mobile application allows technicians to manage their tasks, tickets, assets, approvals, and knowledge articles. Users can also log requests, search for solutions, and manage approvals from the mobile application. Zia, ManageEngine's native AI-powered, virtual support agent is available through the mobile application for both chat and voice assistance.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: ServiceDesk Plus is a browser-based service management platform that is intuitive to use for both technicians and end users. Administrators can define and assign custom roles to users, ensuring that only relevant information is accessible. A unified, enterprise portal serves as a gateway for end users to request services, access self-service knowledge articles, and track their tickets/requests. ; ; Technicians can access different ITSM practices through dedicated tabs. These include incidents, problems, changes, service requests, IT assets, and project management. ; ; Both end-users and technicians can access ServiceDesk Plus through native mobile apps and Microsoft apps such as Teams and Outlook(integrations).
• Accessibility standards: None or don’t know
• Description of accessibility: ServiceDesk Plus supports standard keyboard navigation, input functions, and tab navigation in certain forms. However, keyboard navigation is not supported on components with drag-and-drop, global search functionalities.; ; The solution offers a logical tab order through interactive elements such as links and forms control. It also uses semantically correct markup for all interface elements, including headings and labels, and for the visual presentation of content on the page. The application provides labels and instructions wherever user input is required.; ; The ServiceDesk Plus application does not support pointer gestures as of now.
• Accessibility testing: ManageEngine is working to reach WACG accessibility standards for ServiceDesk Plus. We are yet to perform any interface testing with users of assistive technology.
• API: Yes
• What users can and can't do using the API: The ServiceDesk Plus API allows customers to perform all operations that they do with the web client. This API is built using REST principles, which ensures predictable URLs that make writing applications easy. The rate of API calls is limited to 100 per minute by default.; ; To consume ServiceDesk Plus APIs, you must satisfy these prerequisites:; ; 1. A valid ManageEngine ServiceDesk Plus login (username and password) is required.; ; 2. An access token needs to be generated.; (Before generating an access token, you need to know about the data centre in which your data resides and from which server you are served from.); ; 3. There are eight different domains for ManageEngine ServiceDesk Plus APIs, and you will have to use the one that is applicable to you.; ; 4. The different types of API request methods include POST, GET, PUT, and DELETE.; ; 5. If you have multiple portals in your organisation, the portal URL name should be mentioned in every API request to identify the portal: (/app/<portal>/api/v3/requests); ; The ManageEngine ServiceDesk Plus API uses the OAuth2.0 protocol for authentication. It uses the Authorisation Code Grant Type to obtain the Authorisation Code/Grant Token (Code).; ; For more information, please visit (manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html#introduction)
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: ServiceDesk Plus is a highly customisable service management platform. Administrators can tailor to the way their organisation and teams work, from the self-service portal to extending the functionality to integrate with third-party apps.; ; Self-service portal: Customise the look and feel of the self-service portal to match your branding through both codeless and HTML-based design customisation. ; ; Help desk configurations: Define unique ticket parameters such as category, sub category, status, impact, urgency, priority, closure codes, etc. ; ; Visual workflows: Design workflows on a graphical canvas for various ITSM practices and embed them with contextual automations.; ; Change management: Establish governance over different types of changes by crafting custom workflows, defining change types, constituting change advisory boards, and building dynamic change templates.; ; Asset management: Tailor the IT asset inventory in ServiceDesk Plus by defining custom product types along with software and hardware vendors.; ; Templates and forms: Forms across ITSM practices can be customised on a drag-and-drop canvas with custom fields, sections, and dynamic Form Rules.; ; Ticket handling operations: Customise rule-based automations for ticket triaging, routing, notifying stakeholders, and closing tickets without external assistance.; ; Low-code customisation: Administrators can extend the functionality of ServiceDesk Plus beyond out-of-the-box capabilities using Deluge, ManageEngine's proprietary low-code scripting language.

Scaling

• Independence of resources: ServiceDesk Plus is hosted in ManageEngine-owned data centres around the globe that are optimised for high availability within a multi-tenant architecture. We adopt proactive horizontal scaling and add additional resources whenever there is consistent load/resource usage of 70%-80%. This approach helps ensure the seamless availability of ServiceDesk Plus for users.; ; To cater to organisations that require data isolation for compliance purposes, we also offer exclusive database plans. For more information, visit (https://www.manageengine.com/products/service-desk/cloud/service-desk-database-plans.html).

Analytics

• Service usage metrics: Yes
• Metrics types: ServiceDesk Plus' service usage metrics include:; ; Count of number of technician licenses used.; Number of asset licenses used.; Number of probe licenses used.; ; It also provides usage metrics for add-ons such as the number of remote control licenses and live chat licenses used by customers. Other service usage metrics include:; - Number of low-code script executions (per month).; - Number of InvokeURL calls (per day).; - Usage statistics of the ChatGPT integration.; ; ITSM reports and dashboards: The reporting and dashboards module in ServiceDesk Plus provides IT and business managers with comprehensive insights into the state of their service management operations.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: With ServiceDesk Plus, customers can export their data from individual modules into CSV or XLSX spreadsheets. The data export capabilities are available in Setup > Data Administration > Export Data.; ; During a single export, a customer can export up to 3,000 rows into a CSV or XLSX spreadsheet. They can also export data in multiple batches as well.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLSX
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: We use firewalls to prevent our network from unauthorised access and undesirable traffic. Our systems are segmented into separate networks to protect sensitive data. Systems supporting testing and development activities are hosted separately from the network from supporting ManageEngine's production infrastructure.; ; Sensitive customer data at rest is encrypted using 256-bit Advanced Encryption Standard (AES). Data that is encrypted at rest varies with the services you opt for. We provide additional layers of security by encrypting the data encryption keys using master keys. The master keys and data encryption keys are physically separated and stored in different servers with limited access.

Availability and resilience

• Guaranteed availability: Our average monthly service uptime is 99.9%. The live service availability status can be seen at https://status.manageengine.uk/#/. Upon customer request, ManageEngine will, as per the terms and conditions of its service level agreement (SLA), provide service credits. A copy of the SLA can be shared upon request.
• Approach to resilience: ServiceDesk Plus is hosted in ManageEngine-owned data centres around the globe, with adequate business continuity and disaster recovery processes in place. Redundancy mechanisms in place eliminate any single point of failure through multiple circuits, switches, networks, and other necessary devices.; ; Application data is stored in resilient storage that is replicated across data centres (DCs). Data in the primary DC is replicated in the secondary in near real-time. In case of failure of the primary DC, the secondary DC takes over and operations are continued smoothly with minimal or no loss of time. Both the centres are equipped with multiple ISPs.; ; We have power backup, temperature control systems, and fire-prevention systems as physical measures to ensure business continuity. These measures help us achieve resilience. In addition to the redundancy of data, we have a business continuity plan for our major operations, such as support and infrastructure management.
• Outage reporting: We have a dedicated incident management team. We notify users of incidents in our environment that apply to them, along with suitable actions that they may need to take. We track and close the incidents with appropriate corrective actions. Whenever applicable, we will identify, collect, acquire, and provide customers with necessary evidence the form of application and audit logs regarding incidents that apply. Furthermore, we implement controls to prevent recurrence of similar situations.; ; We respond to the security or privacy incidents reported to us through incidents@zohocorp.com with high priority. For general incidents, we will notify users through our blogs, forums, and social media. For incidents specific to an individual user or an organisation, we will notify the concerned party through email (using their primary email address of the organisation administrator registered with us). Service availability, uptime levels, or any ongoing outages can be viewed on the public dashboard found at status.manageengine.uk or status.manageengine.com or status.manageengine.eu depending on your hosting location.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: ServiceDesk Plus offers role-based access control capabilities that help administrators associate roles to individual technicians and users. Apart from roles available out of the box, ServiceDesk Plus administrators can create custom roles that define the extent to which technicians can access the ServiceDesk Plus configuration interfaces.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 22/08/2022
• What the ISO/IEC 27001 doesn’t cover: ServiceDesk Plus is ISO/IEC 27001-compliant at both the application level and at the datacentre level.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 01/03/2023
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO/IEC 27001, ISO/IEC 27701, ISO/IEC 27017
  • SOC 2 Type II
  • SOC 2 + HIPAA

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO/IEC 27001, ISO/IEC 27701, ISO/IEC 27017, ISO/IEC 27018, SOC 2 + HIPAA, SOC 2 Type II
• Information security policies and processes: We have a dedicated Compliance team and they conduct internal risk assessments to confirm if the policies are followed. ManageEngine has an established governance framework that supports relevant aspects of information security with policies and standards. Roles and responsibilities for the governance of Information Security within ManageEngine are formally documented and communicated by the management. ManageEngine shall establish, implement, and maintain an information security program in accordance with the international standard ISO 27001 that includes technical and organisational security and physical measures as well as policies and procedures to protect customer data processed by ManageEngine against accidental loss, destruction, or alteration, unauthorised disclosure or access,or unlawful destruction. ManageEngine maintains documented information security and data privacy policies and requirements and communicates them periodically to those employees responsible for the design, implementation and maintenance of security and privacy controls.The policies are reviewed annually to keep them up-to-date. This policy gets verified during our third-party audits like ISO and SOC.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: We have the Change Management procedures in place that include the following but are not limited to all the changes to the organisation, applications, systems, people, technology, and processes, information processing facilities that affect information security/privacy. For every change the security impact is analysed. We maintain Audit logs as evidence of all the changes. Fall-back procedures, including procedures and responsibilities for aborting and recovering from unsuccessful changes and unforeseen events, are documented and communicated. ManageEngine shall notify the customer of any changes that may affect the customer in an adverse manner.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our dedicated vulnerability management process actively scans for security threats using a combination of certified third-party scanning tools and in-house tools, and with automated and manual penetration testing efforts. Our security team actively reviews inbound security reports and monitors public mailing lists, blog posts, and wikis to spot security incidents that might affect the company’s infrastructure.; ; Once we identify a vulnerability requiring remediation, it is logged, prioritised according to the severity, and assigned to an owner. We identify the associated risks and track the vulnerability until it is closed by either patching the vulnerable systems or applying relevant controls.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We monitor and analyse information gathered from services, internal traffic in our network, and usage of devices and terminals. We record this information in the form of event logs, audit logs, fault logs, administrator logs, and operator logs. These logs are automatically monitored and analysed to a reasonable extent which helps us identify anomalies such as unusual activity in employees’ accounts or attempts to access customer data. We store these logs in a secure server isolated from full system access, to manage access control centrally and ensure availability.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: We have a dedicated incident management team. We notify you of the incidents in our environment that apply to you, along with suitable actions that you may need to take. We track and close the incidents with appropriate corrective actions. Whenever applicable, we will identify, collect, acquire, and provide you with necessary evidence in the form of application and audit logs regarding incidents that apply to you. Furthermore, we implement controls to prevent the recurrence of similar situations.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We've partnered with Equinix to host our UK data centres in London and Manchester. Equinix is also committed to sustainability and is compliant with the Climate Neutral Data Centre Pact, ISO 14001, LEED, etc. The energy supply for the Zoho UK’s workspace at Bletchley is derived from renewable sources, accounting for 21% of total power consumption. LED retrofits have been implemented to enhance energy efficiency throughout the building. Designed with a focus on energy efficiency, data centres that support Zoho UK are powered by renewable energy. Further, these data centres are progressing towards integrating with a solar grid to reduce environmental impacts. All purchased energy for the data centres is sourced from green energy providers. This enables us to minimise the carbon footprint associated with our operations. The United Kingdom has committed to achieving carbon neutrality by 2050. Supporting this pledge, we have taken steps to monitor greenhouse gas (GHG) emissions from our operations and implement measures to mitigate them. We account for Scope 2 and Scope 3 emissions and exclude Scope 1 emissions as our work does not involve fuel combustion within operational boundaries. We've switched completely to electric vehicles for movement within the campus.

  Covid-19 recovery

  During the COVD-19 pandemic, Zoho worked to minimise the impact of COVID on our customers, other business and our local community. At the start of the pandemic, Zoho created and distributed a Secure Remote Access Toolkit to help organisations quickly adapt to and work securely during the pandemic. This toolkit was made free for the first 100 days. To assist organisations impacted by the pandemic, Zoho offered free licenses of flagship products, and offered discounts and waivers on licenses on a case-by-case basis. While most of our employees worked from home, we kept the kitchen at our Chennai headquarters running with a skeletal staff to provide food to underprivileged people in the local area, many of whom were impacted due to a loss of employment during the lockdown. We converted one of our office buildings into a temporary COVID-19 ward to accommodate citizens who were required to quarantine. We ran vaccination camps to our employees, their dependents and the support staff who worked in Zoho.

  Tackling economic inequality

  Zoho has always aimed to tackle economic inequality and give back to the community. This is reflected in the following: Coined by our CEO, transnational localism is the philosophy that underpins our staffing and office location plans. Instead of focusing on crowded urban centres, we've been opening spoke offices in smaller towns and villages. The goal is to improve local infrastructure, boost the economy of these smaller towns and villages, and provide more employment opportunity. As part of our philosophy of transnational localism, we believe in hiring locally for each spoke office. This helps promote local talent and bring high-paying jobs back to the villages and towns where we are based.

  Equal opportunity

  As part of our efforts to tackle inequality, Zoho Corporation Limited have made efforts to provide equal opportunities and tackle workforce inequality. All roles at Zoho Corporation are open to all people irrespective of gender, sex, race, ability, or religion. We hire solely based on skill and have a diverse team. We eschew discrimination on any grounds, including age, colour, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, and other unique characteristics that define our associates. Instead, we espouse, fairness, striving to ensure that a merit-based approach allows wage parity among associates with comparable experiences and responsibilities, irrespective of their gender. Our campus has been designed to be accessible to all, including differently- abled colleagues. The layout design includes ramps and lifts in every building, allowing ease of mobility and access to all. Apart from the usual shuttle facilities, special cab service covering a certain distance is given for women during their third trimester.

  Wellbeing

  Zoho Corporation Limited adheres to industry standards in remuneration, ensuring that compensation is equitable across genders. Recognising the diverse needs of our people, we provide essential support such as parental leave, aligning with our efforts to build an organisation that values and cares for every individual. We have trained medical practitioners and a dedicated medical clinic available on all days of the week. Employees can freely avail their services. The Hazard Identification & Risk Assessment (HIRA) Framework is followed rigorously at the premises. We provide in-house counselling to our employees for free via our team of trained and qualified therapists. We organise free medical check-ups for our employees on an annual basis. We organise regular blood donation camps in association with various blood banks. We have open house sessions conducted by the CEO periodically where employees can raise any concerns. Day Care facilities provided for employees kids. The compliance monitoring framework involves ongoing reviews and enhancements of occupational health programmes, guided by feedback, data analysis, and emerging best practices.

Pricing

• Price: £545 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: ManageEngine offers a no-frills, 30-day, free trial during which prospects can explore the full-fledged Enterprise edition of ServiceDesk Plus. Once the trial lapses, the ServiceDesk Plus trial instance will be moved to the free tier of the Standard edition with five technicians.
• Link to free trial: https://servicedeskplus.uk/AccountCreation.do

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at zohouk-gcloud@eu.zohocorp.com. Tell them what format you need. It will help if you say what assistive technology you use.