I have used Service Desk Plus, as well as Zoho Assist and their patch management software. I can't remember the name of the patch management software right now. But, I'm very happy with them. I have used and compared many different software options such as Samanage (SolarWinds), ServiceNow, BMC Remedyforce, BMC FootPrints Service Core, and Salesforce.

In my opinion, Service Desk Plus is hands down the best bang for the buck. It's easy to configure and I don't need a programmer to run it.

We switched to ManageEngine ServiceDesk Plus from another product for better scalability, ease of setup, and capability to provide efficient metrics.

I have used BMC Remedy and ServiceNow before.

A basic application person with knowledge of ITSM could work on the ManageEngine. When it comes to ServiceNow, you need more expertise and more of an application manager dedicated to service-related stuff.

We used a free tool with in-house customization. 

We are currently using OTRS. We are looking for something similar to ServiceNow but much cheaper. I have almost 15 years of experience working with ServiceNow, which is a great solution, but it is too expensive for companies with less than 5,000 employees. I have also worked with HP Service Desk almost 20 years ago.

I'm also familiar with ServiceNow. 

I have experience with Jira.

I highly prefer ManageEngine. Faster and better interaction. Didn't need many integrations. With Jira, especially for support, raising issues sometimes takes a day. But in interface and user experience, ManageEngine is better than Jira.

We did not previously use a different solution. We used to use an excel spreadsheet to manually track issues.

My colleagues previously used ServiceNow before using ManageEngine ServiceDesk Plus. Pricing was the reason the company switched to ManageEngine ServiceDesk Plus.

We have used AD Manager and the AD Audit as well.

Yes, previously we were using ServiceNow, but it was very expensive and we could not use it for our assembly clients because they could not afford it. 

We also found that ServiceNow was not the optimal solution for assembly clients with 300 to 500 devices. 

The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage. Currently, we are looking into moving our bigger clients to ManageEngine ServiceDesk Plus. 

I have previously used ServiceNow and Jira.

I'm familiar with HelpDesk, and ITSM Solutions. 

My previous position was as a support technical engineer. I understand the benefits of this solution and the importance of the support engineering team.

We didn't have a previous solution. Before this, we used traditional email messaging and placing phone calls. When our user base increased significantly we started to think about investing in ticketing, or a service desk management solution.

We used Cherwell and CA Service desk.

We were unhappy with BlackBerry as they are not able to provide service properly and don't have a service center here in India. That's why we switched over to ManageEngine ServiceDesk Plus.

We used open source software previously. We moved to this solution because it helped automate, integrate, monitor, and measure performance of all IT assets and resources. We have moved from being reactive to proactive.

We used Cherwell and CA Service Desk previously, through an outsourcing company.

The previous solution we used was outrageously expensive from what I understand.

The company was Computer Associates. I think it was just called ServiceDesk.

We used open source ticketing, with limitation and need to enhance, so we migrate to servicedesk plus

Some customer used LANDESK solutions, but since the reporting function was too complicated, they switched to ServiceDesk Plus.

I tried the ServiceDesk option from the freeware Spiceworks Asset Management tool, but this was very “flat” and not very flexible. Since I was the only technician initially, the free version of SD+ was sufficient enough and this was very flexible.

I did not previously work with any similar products.

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