ManageEngine ServiceDesk Plus Review

Supports process-related IT requests from users and operational management of the IT infrastructure.


What is most valuable?

The most valuable feature it that it is ITIL compliant.

How has it helped my organization?

IT request management has improved over the years. This product supports all process-related IT requests from users and operational management of the IT infrastructure.

What needs improvement?

There could be some improvement regarding integration with other platforms like Sharepoint.

For how long have I used the solution?

We have been using the solution for eight years.

What do I think about the stability of the solution?

We did not encounter any issues with stability.

What do I think about the scalability of the solution?

We did not encounter any issues with scalability.

How are customer service and technical support?

We did not need much support, except on a few occasions. I would give technical support a rating of 9/10.

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

We switched from the previous solution because they were not ITIL compliant. That meant that we had to use more than one product.

How was the initial setup?

The initial setup was straightforward, if you are prepared with clear processes and information that the implementation needs.

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

Pricing and licensing of this product are more convenient than other products.

Which other solutions did I evaluate?

We evaluated LANDESK, some internal developments, and Sharepoint features.

What other advice do I have?

Be prepared with your processes first, then implement the product.

Which version of this solution are you currently using?

ServiceDesk Plus 9.3
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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