About ZENworks Service Desk
OpenText ZENworks Service Desk is a comprehensive IT Service Management (ITSM) solution designed to support help desks and internal IT support teams with ITIL‑aligned workflows.
OpenText ZENworks Service Desk is a comprehensive IT Service Management (ITSM) solution designed to support help desks and internal IT support teams with ITIL‑aligned workflows. It’s part of the broader ZENworks family of endpoint management tools from OpenText, a long‑established enterprise software vendor headquartered in Waterloo, Ontario, Canada. The software helps organizations manage incidents, service requests, asset lifecycles, and change processes through a centralized self‑service portal, mobile access, and automated workflows. Users can open requests through dynamic forms, email, or the portal, while IT teams benefit from features like SLA management, reporting dashboards, and asset integration. Recent versions (e.g., 25.1, 25.2, 25.3, 25.4) reflect ongoing product enhancements in usability, security, and analytics, indicating the product is actively developed. The solution supports multiple languages and is suitable for medium to large organizations requiring structured service desk processes based on ITIL best practices.
Pros & Cons
- Intuitive and user-friendly interface
- Improves self‑service access and reduces help desk load.
- Dynamic forms make capturing support context more accurate.
- Vendor‑neutral compatibility eases cross‑platform deployments.
- Custom dashboards help administrators monitor key metrics.
- Complexity may require specialist training for full ITIL use.
- Not a cloud‑native SaaS with simple onboarding for all users.
- Self‑service portal may require customization to fit brand.
- Asset management beyond IT may need extensions.
- No built‑in mobile app SDK mentioned.
Features
Key features
allows users to lodge and track IT requests via mobile, portal, or email.
supports core ITIL processes including incidents, change, catalog, and knowledge management.
tracks IT and non‑IT assets from a unified console.
collects context‑rich request data to improve resolution accuracy.
configurable service level escalation controls.
integrates with directories, cloud, and third‑party platforms.
custom reports and dashboards for IT performance insights.
Additional features
dynamic request submission and tracking.
custom company branded self‑service application requests.
centralized service asset info.
streamlined workflows for ticket handling.
structured process for service changes.
fast setup via guided configurations.
flexibility for end users.
visualize performance and metrics.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About ZENworks Service Desk
OpenText ZENworks Service Desk is a comprehensive IT Service Management (ITSM) solution designed to support help desks and internal IT support teams with ITIL‑aligned workflows.
ZENworks Service Desk Details
ZENworks Service Desk's In-App Market Place
Does ZENworks Service Desk have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
0
Mini Apps
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD (A$), CAD (C$), JPY (¥), CHF (Fr.), IDR (Rp), INR (₹), CNY (¥)
Pros & Cons
- Intuitive and user-friendly interface
- Improves self‑service access and reduces help desk load.
- Dynamic forms make capturing support context more accurate.
- Vendor‑neutral compatibility eases cross‑platform deployments.
- Custom dashboards help administrators monitor key metrics.
- Complexity may require specialist training for full ITIL use.
- Not a cloud‑native SaaS with simple onboarding for all users.
- Self‑service portal may require customization to fit brand.
- Asset management beyond IT may need extensions.
- No built‑in mobile app SDK mentioned.
ZENworks Service Desk's Support Options
Contact
+800-4996-5440Chatbot
AvailableZENworks Service Desk's Alternatives
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