Compare Instance Types

Compare the different instance types supported in ServiceDesk Plus Cloud―IT, HR, and Facilities help desks. Besides listing out the features that are supported in each instance, the following table marks the differences among the default configurations across instances.

Before you read on, check out the guidelines to quickly grasp the comparison:

Single tick indicates the feature availability with or without default configurations in an instance. However, if default configurations are present, they'll essentially be the same across instances.

Double ticks  indicate the feature availability with default configurations whose nature varies with each instance type.

Module	Features	IT	HR	Facilities
Service Desk Management
Mail Server Settings
Self-Service Portal
Knowledge Base	Solution Articles
Home	Dashboard
	Scheduler, Technician Availability Chart
	Request Delegation
	Announcements
	Resource Management
User Management	AD Import
	SAML Authentication
	CSV Import
Automation	SLA Management
	Business Rules
	Life Cycles
	Technician Auto Assign
	Triggers
	Schedules
	Custom Actions
	Preventive Maintenance Tasks
	Workflows
	System Notifications
Incident Management	Incident Templates
	Request Life Cycle
	Kanban View
Service Management	Service Category
	Service Catalog
	Request life Cycle
	Kanban View
Hardware Asset Management	Asset Discovery		N/A	N/A
	IT Asset Support		N/A	N/A
	Asset Life Cycle
	Product Classification	N/A	N/A
	Product Type and Product
	Remote Control (Email Invite)
	Remote Control (Unattended)		N/A	N/A
	Asset Loan
	Barcode Scan
	Integration with Endpoint Central (formerly Desktop Central) and SCCM		N/A	N/A
Software Asset management	Manage Software		N/A	N/A
	Manage Software Licenses and License Agreements		N/A	N/A
Integrated CMDB	CMDB Relationships		N/A	N/A
	Association Between ITSM and ITAM		N/A	N/A
Purchase Management	Purchase Requests and Orders
Contract Management	Asset Contracts
	Software License Contracts		N/A	N/A
Problem Management	Problem Templates
	Problem Life Cycle
	Problem with Incident Association
Change Management	Change Templates
	Change Workflow
	Change Advisory Board
	Change Roles
	Change Stages and Statuses
	ITSM and CMDB association		N/A	N/A
Release Management	Release Templates
	Release Workflow
	Release Roles
	Release Stages and Statuses
	ITSM and CMDB Association		N/A	N/A
Project Management	Project Types
	Project Templates
	Gantt Chart
	Resource Management
	Association with Request or Change
Reporting	Default, Custom, and Query Reports
	Schedule Reports
	Zoho Analytics
Integrations and Add-ons	Live Chat	Add-on	Add-on	Add-on
	Custom Apps	Add-on	Add-on	Add-on
	SMS Gateway
	Third Party Integrations
Developer Space	Custom Functions
	Connections
API
Data Management	Request Archive
	Data Import
	Data Export
AI	Zia Chatbot		N/A	N/A
Privacy Settings	Personally identifiable information (PII) Fields
	Anonymize and Erase PII
General	Instance Configurations
	Help Desk Customizations
	Technician and Requester Portal Settings
	User Survey