» MANAGEENGINE SERVICEDESK PLUS INTEGRATION — ON-PREM & CLOUD
Secure User Verification in ManageEngine ServiceDesk Plus with FastPass IVM
Stop social engineering at your IT help desk. FastPass IVM integrates natively with ManageEngine ServiceDesk Plus — on-premises and cloud — automatically verifying the identity of every caller before any password reset, credential change, Temporary Access Pass (TAP) issuance, or Entra ID account recovery.
50%
faster than manual verification
0
agent admin rights needed
100%
automated audit trail
MANAGEENGINE SDP ON-PREM
MANAGEENGINE SDP CLOUD
MANAGEENGINE SDP CLOUD
MANAGEENGINE SDP CLOUD
THE PROBLEM
ManageEngine ServiceDesk Plus Has No Secure Caller Verification Built In
When an employee calls the IT help desk and asks for a password reset, a Temporary Access Pass, or help recovering their Entra ID or Active Directory account — how does the agent know it's really that employee?
ManageEngine ServiceDesk Plus is a powerful ITSM platform. But its native identity verification is limited. That gap is exactly what social engineers exploit.
Attackers call in, impersonate employees, and pressure help desk agents into resetting passwords, issuing TAPs, or unlocking accounts — gaining full access to corporate systems without ever needing to breach a single firewall.
THE SOLUTION
What FastPass IVM does for ManageEngine ServiceDesk Plus
FastPass IVM is an enterprise-grade caller verification solution that integrates natively with ManageEngine ServiceDesk Plus, both on-premises and cloud editions. The moment an agent opens a ticket, FastPass IVM is triggered automatically — guiding the agent through a policy-driven, multi-factor verification process before any sensitive action can proceed.
Key capabilities:
Automated identity verification workflow
Triggered directly from within ManageEngine SDP
Per-user-group verification policies
Different rules for executives, contractors, remote workers
HR data and contextual verification
Automatic audit trail written back into the ticket
Entra ID account recovery support
Multi-factor authentication support
Okta Verify, Microsoft Authenticator, Duo Security, RSA SecurID, SMS OTP, Email confirmation, Smartcards/PIV, National eID, HR data, Dynamic Q&A (anti-phish), Active Directory / Entra ID, Managerial Approval
Dynamic risk signal detection
Agents work without elevated admin rights
Temporary Access Pass (TAP) issuance after verified identity
Works with both ManageEngine SDP on-premises and cloud
No custom scripting or ongoing maintenance required
COMMON USE CASES
When Caller Verification in ManageEngine SDP is critical
FastPass IVM (Identity Verification Manager) is purpose-built for the scenarios that carry the highest risk of identity fraud at the help desk.
Temporary Access Pass (TAP) Issuance
TAPs are powerful — they bypass MFA entirely. Issuing one to an unverified caller is a critical security risk. FastPass IVM ensures TAPs are only ever issued after strong, policy-defined identity verification, and every issuance is automatically logged in the SDP ticket.
On-Premise Integration
Cloud Integration
INTEGRATION WORKFLOW
How It Works: Six Steps, Zero Guesswork
When a user contacts the ManageEngine ServiceDesk Plus help desk, FastPass IVM is triggered automatically. The agent follows a structured, policy-defined flow — every time, for every caller:
No admin rights required for the agent. No manual note-taking. No improvised questioning. No inconsistency.
DEPLOYMENT FLEXIBILITY
Deployment Options: On-Premises and Cloud — Both Fully Supported
ManageEngine ServiceDesk Plus is one of the few ITSM platforms available in both a self-hosted on-premises edition and a cloud SaaS edition. FastPass IVM supports both — natively.
ManageEngine SDP On-Premises + FastPass IVM On-Premises
Full control in your own data center. FastPass IVM connects directly to your on-premises ServiceDesk Plus instance, Active Directory, and internal HR systems — with no identity data leaving your network. Ideal for organizations with strict data-residency, compliance, or sovereignty requirements. Supports hybrid environments (AD + Entra). Scales from 500 to 100,000+ users.
⟶ Full control over the installation and configuration
⟶ Runs entirely within your corporate network perimeter
⟶ Connects to on-prem AD, HR databases, and legacy systems
⟶ Meets strict data-residency and compliance requirements
⟶ Supports hybrid environments (AD + Entra)
⟶ Scales from 500 to 100,000+ users
ManageEngine SDP Cloud + FastPass Cloud
Using the SaaS edition of ManageEngine ServiceDesk Plus? FastPass Cloud integrates via secure REST APIs, delivering the same hardened verification workflow with nothing to install or maintain. Hosted on SOC 2-compliant infrastructure. Automatic updates. Go live in days, not months. Supports Entra ID, Okta, cloud-based MFA providers, and hybrid on-premises Active Directory.
⟶ Native REST API integration with ManageEngine
⟶ FastPassCorp hosted on SOC 2-compliant infrastructure
⟶ Automatic updates — always on the latest version
⟶ Supports hybrid environments (on-prem AD + cloud identity)
⟶ Connects to on-prem AD, HR databases, and Workday or other cloud applications
⟶ Supports Entra ID, Okta, and cloud-based MFA providers
⟶ Rapid activation — go live in days, not months
ManageEngine SDP Native vs. FastPass IVM + ManageEngine SDP
Why not handle it inside ManageEngine alone?
ManageEngine ServiceDesk Plus is powerful — but its native verification is limited. Here is what you get when you add FastPass IVM to the mix.
| CAPABILITY | MANAGEENGINE NATIVE | FASTPASS IVM + MANAGEENGINE |
|---|---|---|
| Automated identity verification workflow | ⚠️ Partial | Full |
| MFA support (Okta, Duo, MS Authenticator…) | ❌ | |
| Per-user-group verification policies | ❌ | |
| Dynamic risk signal detection | ❌ | |
| HR data & contextual verification | ❌ | |
| Agent works without elevated admin rights | ❌ | |
| Auto-written audit trail in ticket | ⚠️ Partial | Full |
| Temporary Access Pass (TAP) issuance | ❌ | |
| On-prem + Cloud deployment options | ||
| No custom scripting or maintenance | ❌ |
Pricing
The annual subscription depends primarily on the number of users, but also how many different application passwords you have and if it is on-premises or cloud. The price for on-premises 4,000 users typically starts with 0.45$/user/month.
FastPass Identity Verification Manager (IVM) is an enterprise product for cloud and on-premises competitively priced, based on the number of user-ids and functionality. No extra costs for ManageEngine integration.
Contact us for more a meeting around your situation and how to implement FastPass.
CUSTOMER CASES
Who Uses FastPass IVM with ManageEngine ServiceDesk Plus?
FastPass IVM has secured help desks across healthcare, financial services, education, and managed service providers — all running ManageEngine ServiceDesk Plus as their ITSM platform.
Medical company blocks unauthorized access attempts at help desk
Financial firm combines Okta + FastPass IVM after industry breach
Following a peer institution's breach, a financial firm layered FastPass IVM on top of their existing Okta deployment inside ManageEngine SDP — adding contextual, help-desk-specific caller verification that Okta alone cannot provide.
University secures student and staff accounts against impersonation
Students were exploiting the help desk to reset peers' passwords. FastPass IVM introduced multi-layer dynamic verification within ManageEngine SDP, eliminating the attack vector entirely.
MSP enforces consistent verification across all client help desks
An MSP managing ManageEngine ServiceDesk Plus for dozens of clients deployed FastPass IVM's multi-tenant version — ensuring consistent, auditable caller verification across every client environment without additional overhead.
Frequently Asked Questions
Yes. FastPass IVM integrates directly with ManageEngine SDP (both on-prem and cloud) and triggers an automated, multi-factor verification process before any password reset or sensitive action is permitted to proceed.
Ready to secure your ManageEngine help desk?
Book a 30-minute call and we'll demo FastPass IVM live in your ManageEngine environment.