ServiceDesk Plus Cloud
With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus Cloud helps IT support teams deliver world-class service to end users with reduced costs and complexity. ServiceDesk Plus Cloud enables businesses to extend the proven IT service management best practices and workflows to other business ancillaries like HR, legal, travel etc by allowing them to create and deploy unique service desk instance for each department.Some of the key capabilities of ServiceDesk Plus Cloud includes, Enterprise service management
Incident management
Problem management
Change management
Asset management
CMDB
Service catalog
Self-service portal and
Project managementBy integrating ServiceDesk Plus Cloud with Slack, IT service desk users can now trigger a couple of service desk actions right from within their Slack channel, without having to switch windows. This helps end users and technicians to stay on top of their requests across all their service desk instances. Some of the key service desk actions that can be triggered from within Slack using Slash commands include,
Viewing a list of all available instances the user has access to
Creating a ticket in ServiceDesk Plus Cloud
Reporting an incident or issue
Requesting a service from the service desk team and
Viewing a request The Slack integration is available for the customers of ServiceDesk Plus Cloud in the US data center, across all editions. For more information on the ServiceDesk Plus Cloud integration with Slack, please check https://help.sdpondemand.com/slack_integration
Incident management
Problem management
Change management
Asset management
CMDB
Service catalog
Self-service portal and
Project managementBy integrating ServiceDesk Plus Cloud with Slack, IT service desk users can now trigger a couple of service desk actions right from within their Slack channel, without having to switch windows. This helps end users and technicians to stay on top of their requests across all their service desk instances. Some of the key service desk actions that can be triggered from within Slack using Slash commands include,
Viewing a list of all available instances the user has access to
Creating a ticket in ServiceDesk Plus Cloud
Reporting an incident or issue
Requesting a service from the service desk team and
Viewing a request The Slack integration is available for the customers of ServiceDesk Plus Cloud in the US data center, across all editions. For more information on the ServiceDesk Plus Cloud integration with Slack, please check https://help.sdpondemand.com/slack_integration
Permissions
ServiceDesk Plus Cloud will be able to view:
ServiceDesk Plus Cloud will be able to do:
Review the details to better understand this app’s security practices. To learn more about assessing apps for your workspace visit our Help Center.
General
Developer
Zoho Corporation
Company headquarters location
India
Terms of service
Privacy & data governance
Data retention policy
We hold the data in your account as long as you choose to use ManageEngine cloud services. Once you terminate your Zoho user account, your data will get deleted from the active database during the next clean-up that occurs once every 6 months. The data deleted from the active database will be deleted from backups after 3 months. In case of your unpaid account being inactive for a continuous period of 120 days, we will terminate it after giving you prior notice and option to back-up your data.
A verified and authorized vendor carries out the disposal of unusable devices. Until such time, we categorize and store them in a secure location. Any information contained inside the devices is formatted before disposal. We degauss failed hard drives and then physically destroy them using a shredder. We crypto-erase and shred failed Solid State Devices (SSDs).
https://www.manageengine.com/security.html
Data archiving and removal policy
We hold the data in your account as long as you choose to use ManageEngine cloud services. Once you terminate your Zoho user account, your data will get deleted from the active database during the next clean-up that occurs once every 6 months. The data deleted from the active database will be deleted from backups after 3 months. In case of your unpaid account being inactive for a continuous period of 120 days, we will terminate it after giving you prior notice and option to back-up your data.
A verified and authorized vendor carries out the disposal of unusable devices. Until such time, we categorize and store them in a secure location. Any information contained inside the devices is formatted before disposal. We degauss failed hard drives and then physically destroy them using a shredder. We crypto-erase and shred failed Solid State Devices (SSDs).
https://www.manageengine.com/security.html
Data storage policy
We run incremental backups everyday and weekly full backups of our databases using Zoho Admin Console (ZAC) for ManageEngine's DCs. Backup data in the DC is stored in the same location and encrypted using AES-265 bit algorithm. We store them in tar.gz format. All backed up data are retained for a period of three months. If a customer requests for data recovery within the retention period, we will restore their data and provide secure access to it. The timeline for data restoration depends on the size of the data and the complexity involved.
To ensure the safety of the backed-up data, we use a redundant array of independent disks (RAID) in the backup servers. All backups are scheduled and tracked regularly. In case of a failure, a re-run is initiated and is fixed immediately. The integrity and validation checks of the full backups are done automatically by the ZAC tool.
From your end, we strongly recommend scheduling regular backups of your data by exporting them from the respective Zoho services and storing it locally in your infrastructure.
https://www.manageengine.com/security.html
App/service has sub-processors
yes
Guidelines for sub-processors
Certifications & compliance
Data deletion request procedure
We hold the data in your account as long as you choose to use ManageEngine cloud services. Once you terminate your Zoho user account, your data will get deleted from the active database during the next clean-up that occurs once every 6 months. The data deleted from the active database will be deleted from backups after 3 months. In case of your unpaid account being inactive for a continuous period of 120 days, we will terminate it after giving you prior notice and option to back-up your data.
A verified and authorized vendor carries out the disposal of unusable devices. Until such time, we categorize and store them in a secure location. Any information contained inside the devices is formatted before disposal. We degauss failed hard drives and then physically destroy them using a shredder. We crypto-erase and shred failed Solid State Devices (SSDs).
https://www.manageengine.com/security.html
HIPAA compliant
yes
While this app may offer HIPAA compliance, Slack does not have a business associate agreement with any third-party application providers, including those in the Slack Marketplace, so you are responsible for validating the provider's compliance and executing an appropriate agreement before enabling.
Security
Supports Single Sign On (SSO) with the following providers
SAML based SSO
Supports Security Assertion Markup Language (SAML)
yes
Has a dedicated security team
yes
Contact for security issues
security@zohocorp.com
Has a vulnerability disclosure program
yes
Vulnerability disclosure program URL
Vulnerability disclosure program covers Slack app
yes
Has a bug bounty program
yes
Bug bounty program URL
Requires third party authorization/connections
no
Uses token rotation
no