Most Helpful Review
Researched ManageEngine ServiceDesk Plus but chose SolarWinds Web Help Desk: Good support for asset management, but the GUI is old-fashioned and needs updating
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated.
This solution has provided a way to manage request tracking and resolution.
This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption.
The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things.
The most valuable features are project management, change management, and the flow according to the mail chain.
I am enjoying the report features, they are quite good.
We not only handle tickets, but also requests from many departments. All are easy to manage.
ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests.
The most valuable feature of this solution is the assets management module.
We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform.
Improvement is needed in the Software Assets Management functionality.
When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved.
I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception.
They could improve the screens.
I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation.
For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates.
The product needs to allow for implementation for other departments besides the IT help desk.
This solution needs to have mobile application support added.
Pricing and Cost Advice
For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year.
The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc.
The prices are attractive. Customer can use a subscription if they do not have enough budget.
Information Not Available
out of 44 in Help Desk Software
Average Words per Review
out of 44 in Help Desk Software
Average Words per Review
Compared 23% of the time.
Compared 22% of the time.
Compared 7% of the time.
Compared 24% of the time.
Compared 12% of the time.
Compared 11% of the time.
ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.
It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.
ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.
Incident management: Gain control of your help desk
With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!
Problem management: Go beyond firefighting
Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.
Change management: Manage changes with precision
Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.
Asset management: Track and manage assets with ease
Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.
IT project management: Deliver IT projects on time
You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!
Purchases and contracts management: Track IT purchases and contracts
Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.
Self service portal: Deflect tickets from your service desk
Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.
Service catalog: Showcase your IT services
Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.
CMDB: Get the bigger pictureServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.
Service level agreement: Ensure timely service delivery
Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.
Reports: Derive decisions with the right data
Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!
Extensions and integrations: Collaborate easily with other IT systems
Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!
SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:
Learn more about ManageEngine ServiceDesk Plus
Learn more about SolarWinds Web Help Desk
|Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates||Instacart|
Comms Service Provider13%
Software R&D Company20%
Comms Service Provider14%
Financial Services Firm11%
No Data Available