ManageEngine ServiceDesk Plus Competitors and Alternatives

Get our free report covering Atlassian, ServiceNow, Microsoft, and other competitors of ManageEngine ServiceDesk Plus. Updated: November 2020.
448,290 professionals have used our research since 2012.

Read reviews of ManageEngine ServiceDesk Plus competitors and alternatives

reviewer1384470
IT Support Engineer at a tech services company with 201-500 employees
Real User
Sep 10, 2020
A product that is everything you need once it is developed but it is extremely difficult to work with

What is our primary use case?

We use ManageEngine for our help desk. I believe ManageEngine has the ability to do mobile management, but it is underdeveloped in that area. There is no GUI. We were a bit interested in the potential to go down that path later on. It was cheaper than other solutions and we would already be using ManageEngine for the help desk. It did not end up panning out for use as a mobile management solution. Configuring the product is a lot of work and we spent a lot of money on training our own people to get it done. Sometimes we would even hire contractors to make it work the way we wanted. We ended up… more »

Pros and Cons

  • "The product is very scalable and stable when used as a help desk once it is built out."
  • "The product is very difficult to use and configure and requires specialists."
  • "The business model for the company is to sell low and charge for customization, education or expertise."
  • "The tech support is terrible and that seems to be a part of their business plan."

What other advice do I have?

On a scale from one to ten where one is the worst and ten is the best, I would rate ManageEngine on the whole as a seven. You can not really beat the price. Once it is developed, it is reliable and it is scalable. It is everything you need it to be once it is developed. You have just got to develop it correctly and it is not easy to do. The advice that I would give to others looking into developing ManageEngine for themselves is either to educate yourself before you initiate taking on the solution or give yourself plenty of leeway time if you have to promise deadlines. In our experience, there…
Adnan Naseem
Jr Software Consultant at a tech services company with 201-500 employees
Consultant
Top 5
Feb 19, 2020
Good knowledge base and ticketing system but technical support needs improvement

What is our primary use case?

We primarily use the product for our banking solution. I use it as a way for customers to open their tickets and resolve problems that are related to their banking, both internal and external.

Pros and Cons

  • "The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."
  • "The solution's technical support is in need of a lot of improvement."

What other advice do I have?

I'd warn others that when it comes to implementing Remedyforce, they should be aware there may be fees involved. I'd rate the solution seven out of ten. If they had better documentation and better technical support, I would rate them higher.
SoheylNorozi
IT Consultant at a tech services company with 51-200 employees
Real User
Top 5Leaderboard
Oct 3, 2019
Good support for asset management, but the GUI is old-fashioned and needs updating

What is our primary use case?

We are a solution provider and this is one of the products that we provide to our customers. This solution is primarily used as a ticketing system, and for asset management. The deployment model varies based on the customer's requirements, although most of the deployments are on-premises.

Pros and Cons

  • "The most valuable feature of this solution is the assets management module."
  • "This solution needs to have mobile application support added."

What other advice do I have?

This is a good solution, but the GUI is really old-fashion and needs to be updated. I can use it, and it meets my requirements, but I expect it to be better. I would rate this solution a seven out of ten.
Basem Ismail
Associate Solutions Architect at a tech services company with 51-200 employees
Real User
Top 5
Mar 16, 2020
A stable ticketing system but it is difficult to deploy and the interface needs to be improved

What is our primary use case?

There are several common use cases for SCSM including HR onboarding, helpdesk ticketing, and collecting surveys from customers.

Pros and Cons

  • "The most requested feature from our customers is the helpdesk ticketing system."
  • "The user interface needs to be improved."

What other advice do I have?

Some of our customers prefer an on-premises solution but the majority are deployed in a hybrid environment using Azure cloud. This is a solution that I would recommend for people who need only the basic features and do not require much customization. Otherwise, I would suggest a solution like Ivanti or ManageEngine. This solution is good for some customers but other solutions are better for different reasons. I would rate this solution a five out of ten.
itdigita981723
IT Business Relationship Manager at a media company with 5,001-10,000 employees
Consultant
Oct 26, 2019
Easy to use and the workflow is customizable

What is our primary use case?

The primary use of this solution is for IT service management and for ISO 20000. We have an on-premises deployment.

Pros and Cons

  • "The workflow is very good, as well as customizable."
  • "The reporting needs to be improved."

What other advice do I have?

We are not using the latest version but we are planning to upgrade. We are looking forward to improvements in the reporting in the newest version. This is a product that I recommend. The only suggestion that I have for anybody who is implementing this solution is to buy the latest release because there are a lot of new features and enhancements. I would rate this solution an eight out of ten.
Get our free report covering Atlassian, ServiceNow, Microsoft, and other competitors of ManageEngine ServiceDesk Plus. Updated: November 2020.
448,290 professionals have used our research since 2012.