Managed Service Provider

ITSM for MSPs - serve multiple customers without ticket chaos

ManageEngine ServiceDesk Plus lets MSPs manage hundreds of customers in a single system - separate SLAs per contract, workflow automation, self-service portals and reports ready to send to the customer.

Ask about implementation -> Compare ManageEngine vs NinjaOne
Multi-tenant SLA per customer Automation RBAC Mobile agent
Diagnosis

Recognize these problems with MSP customer management?

01

Ticket chaos

A separate inbox per customer, no visibility into who is doing what, zero SLA tracking. Tickets drown in the inbox and the customer calls asking for a status update.

02

No reports

The customer asks "how many incidents did we have this month" - you go digging in Excel. You do not know whether a given contract is profitable or where your team is losing time.

03

Scaling hurts

Adding a tenth customer means ten times the chaos. None of your existing tools grows with you - every new customer is manual work.

Solution

ManageEngine SDP - one system
for your entire MSP portfolio

ManageEngine ServiceDesk Plus deployed by Rotech Group is a platform designed for MSPs serving many customers at once. One system, full data separation, SLA per contract.

  • Multi-tenant portal - one system, separate views per customer
  • SLA per customer - different SLAs for Basic, Premium and Enterprise contracts
  • Workflow automation - ticket routing, escalations, notifications without manual intervention
  • Self-service portal per customer - customers open tickets and check status themselves
  • Reports and invoices - automated monthly reports ready to send to each customer
  • RBAC - each technician sees only their own customers, no permission overruns
  • RMM integration - Endpoint Central (native ME integration), NinjaOne and other tools through REST API
Outcomes

What an MSP gains after implementation

1
system for the whole portfolio - one console instead of separate tools per customer
100%
real-time visibility into SLA performance per customer
∞
unlimited number of SLA profiles - separate rules for each contract
0 email
zero email tickets - every request lands in the system
Deployment models

Which ManageEngine SDP model for your MSP?

On-Premise

On-Premise MSP

Full data control, GDPR-friendly. Hosting at your site or at the customer's. Unlimited customization and integrations.

  • Full data and infrastructure control
  • On-prem hosting or private cloud
  • Unlimited workflow customization
  • One server - many customers
  • Full customer data separation
Who is it for
MSPs with 5-50 customers, public and financial sector, customers with GDPR requirements
One-off license + annual support
Recommended

Cloud MSP

Zero infrastructure of your own. Live within one business day. Auto-scaling as the portfolio grows.

  • No servers or backups to run
  • Live within 24 hours
  • Always on the latest version (auto-update)
  • Auto-scaling at no extra cost
  • 99.9% uptime SLA guaranteed
Who is it for
Starting and growing MSPs, 1-20 customer portfolio, no IT resources to run a server
Monthly subscription per technician
How we work

MSP implementation in five steps

Customer portfolio review
Inventory of active contracts, SLAs, agreements and commitments. We map ticket handling processes and identify gaps. Duration: 1-2 business days.
Multi-tenant and customer structure setup
We create separate spaces for each customer and configure SLA profiles, ticket categories and the escalation matrix. Duration: 3-5 days.
Asset import and CMDB per customer
Asset migration from existing tools, CMDB build per customer, RMM integration (NinjaOne, Endpoint Central). Duration: 2-5 days.
Technician training and self-service portals
Workshop with the full technical team, self-service portal configuration per customer, RBAC and permissions. Duration: 1-2 days.
Go-live, monitoring and tuning over the first month
We stay with you through the first production month. Reactive support, workflow tuning and reporting in real time until the team is fully autonomous.
FAQ

Top questions about ITSM for MSPs

Yes - SDP has a native multi-tenant model designed for MSPs. Every customer has its own self-service portal, its own SLAs, its own reports and full data separation from the other customers. Technicians see only their assigned customers thanks to RBAC.
Through the Service Level Agreements module in SDP - for each customer and each request type you define response time, resolution time and automatic escalation rules. You can have an unlimited number of SLA profiles - Basic (24h), Standard (8h), Premium (2h) and any others.
Cost depends on the chosen model (on-prem or cloud) and the number of technicians. Cloud is billed monthly per technician - a lower entry point. On-premise is a perpetual license plus annual support. The MSP Edition is priced individually - get in touch and we will prepare a quote tailored to your customer portfolio. A free demo environment is available on request.
Yes - ManageEngine SDP has a native integration with Endpoint Central (ME's own endpoint management product). For external RMM tools like NinjaOne, Zabbix, PRTG or Nagios, integration goes through the REST API - alerts can automatically create tickets in SDP with full asset and customer context. API-side configuration is a standard implementation step.
A basic SDP MSP implementation with multi-tenant configuration and training typically takes 4-6 weeks. A full configuration with data migration, CMDB build and self-service portals for all customers takes 6-10 weeks. Timeline depends on the number of customers and SLA configuration complexity. We give a concrete schedule before project start.

Ready for an MSP without ticket chaos?

Talk to us about a ManageEngine SDP implementation for your MSP. Free consultation - specifically about your customer portfolio and operations scale.

Book a free consultation -> Compare with NinjaOne
or write to kontakt@rotechgroup.eu

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