ServiceDesk Plus is an excellent product for logging, tracking and monitoring the service desk requests. The ability to track and manage the request workflow is extremely beneficial. It makes the requirements, bugs, and concerns raised for a specific project visible. A request can be assigned to a group of developers or individual developers who will work on it. The timelines can also be defined in terms of the project's requirements. It has a lot of built-in templates that you can customize to fit your organizational needs. All of the features I was looking for in a service desk software, such as managing software deployment, desktop/server management, and add-ons for change, problem, and incident management, were available, plus a great support!