We performed a comparison between IDERA Uptime Infrastructure Monitor and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out what your peers are saying about Zabbix, Datadog, Auvik and others in Network Monitoring Software."We can manage the entire system across the network and troubleshoot the pain points."
"My organization can leverage IDERA Uptime Infrastructure Monitor to learn more about how clients perform because the solution lets you monitor and optimize devices and apply best practices."
"I rate the solution a ten out of ten for scalability."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"The solution offers a lot of opportunities for integrations."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"The workflow automation is the most valuable feature of this solution."
"There are a lot of great templates that you can take advantage of."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"The Wi-Fi side needs improvement."
"What I want to improve in IDERA Uptime Infrastructure Monitor is the community aspect, where IDERA would provide customers with updates on functionalities, what comes next, what IDERA Uptime Infrastructure Monitor upgrades would be released, etc. I also want the sustainability of IDERA Uptime Infrastructure Monitor to improve."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"Offers very limited customizations."
"They could improve the screens."
"The product's asset management tool needs improvement."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"There's no native integrations between the systems."
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IDERA Uptime Infrastructure Monitor is ranked 60th in Network Monitoring Software with 5 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. IDERA Uptime Infrastructure Monitor is rated 8.0, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of IDERA Uptime Infrastructure Monitor writes "It offers different licensing types that allow you to extend the services to clients; it lets you look into device performance and optimization and helps apply best practices". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". IDERA Uptime Infrastructure Monitor is most compared with Zabbix, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and BMC Helix ITSM.
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