ManageEngine Desktop Central Review

Monitors and keeps track of issues that our end users report to our Help Desk Department


What is our primary use case?

Our primary use for Manage Engine started off with just using Service Desk Plus to manage our internal issues.  Since started with just Service Desk Plus, we have moved on to utilizing Asset Management, MDM, and my favorite, the OS Deployment.  Another great part of Desktop Central is the Patch Management to deploy software and windows updates on our time and not Microsoft Windows. We have also utilized the Patch Management to deploy updates to external software such as Zoom, Snagit, Microsoft Teams, and many others. 

How has it helped my organization?

ManageEngine Desktop Central has greatly improved our organization by utilizing Service Desk Plus to monitor and keep track of issues that our end users report to our Help Desk Department. We also have written in the ode of our company's software to notify Support if an end-user experience an issue and does not report it. That way we can improve our software and be a more robust organization. Also using the Asset Management gives us a way to see what equipment users have and when they need to be upgraded and or replaced. 

What is most valuable?

Although there are many great features within Desktop Central, my most favorite has to be the OS Deployment. When we order new computers in large batches, having the OS Deployment makes the process much, much easier to get them prepared for our users. We also utilize the Self Service Portal to push out applications and give the end-users the option to install the application if they want it and it can be installed without Administrative privileges which takes less time from the Help Desk or System Administrators.  

What needs improvement?

Not many things are needed for improvement, everything seems to be great as it is. One thing that would be good to have would be the ability to add MDM to a tablet running Android 5.0 using the EMM Token Enrollment.  If we wanted to add MDM to an older tablet, we just have to go the "long route" to get it added. I would guess another option would be a lower price cap for using all the separate divisions of programs that are being built withing Desktop Central.  We actually opted out of renewing Analytics Plus this last go around because of the cost and the lack of times we actually used it to run reports. 

For how long have I used the solution?

We have been utilizing Manage Engine Desktop Central for approximately 2-3 years. 

What do I think about the stability of the solution?

The stability and performance of Desktop Central have been great. We have no issues, but we also use the on-prem option.

What do I think about the scalability of the solution?

Desktop Central is deferentially very scalable.  They are always coming up with new options very often.  

How are customer service and technical support?

Every time we have had to contact the customer support to assist with an issue or an answer, they have always been very knowledgeable and very helpful. They continue to follow-up after the issue has been resolved to ensure everything is going well and if there was anything else they would be able to assist with.   

Which solution did I use previously and why did I switch?

Before we moved over to Desktop Plus, we were using Spice Works, mainly because they were free. They had several applications that are similar to Desktop Central, but they were just not the same.  It was a great investigation to make the switch to Desktop Central. 

How was the initial setup?

The setup was fairly simple. We had no issues and were able to get everything up and running within 48 hours.  

What about the implementation team?

Not with a vendor team, but with our talented staff of System Administrators who were able to read and study the verbiage of the documentation. 

What was our ROI?

It's hard to say what our ROI is because I do not work in the finance department. I can say that the happier we can make the executives and salespeople happy with their equipment their operation, they are able to produce more income for the company.

What's my experience with pricing, setup cost, and licensing?

I would advise others to think about using Desktop Desktop for all their network, tickets, and assets needs. I personally have not used the network monitoring software, but it's like any of the other portions of Desktop Central, it must be good. 

Which other solutions did I evaluate?

No, there were no other applications we tried.

What other advice do I have?

Some times, when adding new programs to Desktop Central, it can be somewhat costly. I say be prepared to be able to spend some money. We asked to pay for several years at a time to lower the long term cost.

Which deployment model are you using for this solution?

On-premises

Which version of this solution are you currently using?

UEM Edition - Registered Version
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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