The project management capability in ManageEngine ServiceDesk Plus has had a notable impact on my team's productivity. However, streamlining processes requires improvement. While the tool offers everything necessary for project management, building projects from the beginning can be time-consuming. Implementing templates, wizards, or AI assistance to simplify project setup and task generation would greatly enhance efficiency.

ServiceDesk makes us more time-efficient and improves our internal service. When a user who needs help tries to contact us and we don't answer, they aren't happy.

The solution has helped the company in terms of managing our support for the companies we start. It is multi-tenant. We can provide our customers with insights into their data. The customer can log in, they can post a ticket there, and can get the report. 

ManageEngine ServiceDesk Plus has made things easy for me. The page and operations of the tool are more user-friendly. While working on ManageEngine, the workflow is easy to follow, allowing for relevant changes to be made at any point in time from both the customer and admin perspectives.

This product improves the support functions and provides visibility to the status of the request and to the service levels for management and customers.  

The solution allows you to solve certain problems by categorizing the technicality of the problem and to prioritize critical issues. The solution can provide an overview to show which issues are cropping up the most in order to ensure the most important issues are dealt with expediently. It's saved us a lot of time and effort. 

The product helps us a lot in many respects. We have ten branches, and each branch has an average of 300 users. We're talking about 5,000 to 6,000 users across the sites. It would be very difficult if the users had to call and the IT analysts had to receive the calls. That would be a long day and a headache. 

ManageEngine has made our job a lot easier. We can handle the tickets for the users and initiate incident management, problem management, et cetera. Without SDP, we wouldn't be able to do it.

Previously, when we had incidents, we couldn't discover where the bug was coming from. Now, if we have an incident, we attach it to an application, and when we look at the application, we know the specific development machine, and we know that it's on specific hardware, as well as where this hardware is located on a specific data center. We know everything about the network connection, so it's easier to find issues. We now have good visibility of our entire information system.

When we change something in production, somewhere, we now can easily understand the risks we are taking. We know if this application is dependent on another. The visibility, the risk, and whether we want to do the change during the day, or overnight, for example, becomes very clear.

I use ServiceDesk Plus in a Fortune 1000 company to show physical topologies of software to hardware relationships. With so many applications living on so many servers and with databases housing data for multiple applications, it is difficult to trace and understand the relationship between them. ServiceDesk Plus helps eliminate confusion of what hardware/software/users are impacted during a DR or scheduled maintenance.

ManageEngine is easy to support.

With asset management in ServiceDesk Plus, it's not hard. It's not as robust as Ivanti.

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.

We outsourced most of our IT services. Having this application for support to replace the benefits of full control for implementing a delivery service, gives us the confidence to implement a CSI from the very beginning.

It has helped in centralizing, consolidating, optimizing, and improving governance and compliance requirements.

We had outsourced most of our IT services and to have this application as support together with the benefits of full control for implementing service delivery, gave us the confidence to implement a CSI from the very beginning.

ManageEngine ServiceDesk Plus has improved the IT standards with regards to the adherence of Service Level Agreements with the vendor. It's enabled the organization keep track of major incidents which affected the operations of the organization while measuring the performance of the vendor.

This product helps us with tracking customer queries, and managing the issues effectively. The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things. Automatic tracking of the SLAs has also helped us become more efficient.

It has saved us downtime for project upgrades and saved time for the IT team not having to run around and manually install software.

This solution has provided a way to manage request tracking and resolution.

We have been able to track issues, get metrics of the technical staff.

ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but also users' requests. We started by using the free version (limited technicians), and now we use the professional edition with the asset management functions.

ServiceDesk Plus with Service Catalog and Project Management add-ons are a good place to start for companies wanting to use it. 

With this tool, you have good and clear overview of which incidents are to be taken care of in the organization and with which urgencies.

It filled the gap between users, first line support, and managers easily. I synced it with our Kerio mail server, so end user support could find out and solve problems faster.

The main benefit we see is in the performance appraisals. This is a benefit for our engineers and our team. We then take up a particular engine to see how long they take. The performance is what the solution provides.

We improve day by day with this solution. Initially, mistakes took four hours time, now they can be completed in one to two hours. This is an improvement. We look at the performance, how long tickets will be opened for, after that how long it takes to close the tickets. This is the main focus for how we are working to provide the best services to our clients. This is the main feature of this application.

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.