ManageEngine ServiceDesk Plus Pros and Cons

ManageEngine ServiceDesk Plus Pros

Bhavani Prasad Paragi
General Manager at Qwikcilver
The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things.
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Deena Khattab
MIS Manager at MGM
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.
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Opoku Afriyie-Asante
Data Analyst/Software Engineer at a government with 5,001-10,000 employees
ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use.
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Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: January 2021.
456,719 professionals have used our research since 2012.
Anand Khandelwal
Global Service Delivery Manager at a computer software company with 10,001+ employees
Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.
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Munir Noor
System Security Engineer at a tech services company with 201-500 employees
Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances.
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ManishRajora
Project Engineer at I.T Solutions India Pvt Ltd
The solution offers a lot of opportunities for integrations.
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Gamal Elsabbagh
IT Engineer at arkas egypt
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.
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reviewer1460481
Quality Management at a financial services firm with 201-500 employees
The product is extremely user-friendly. It is easy to build the workflows and electronic forms.
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reviewer983697
Quality Assurance Project Engeneer at a tech services company with 1,001-5,000 employees
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.
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Mohsin Ghani
Account Manager at a tech services company with 201-500 employees
The most valuable features are project management, change management, and the flow according to the mail chain.
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ManageEngine ServiceDesk Plus Cons

Bhavani Prasad Paragi
General Manager at Qwikcilver
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.
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Deena Khattab
MIS Manager at MGM
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.
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Opoku Afriyie-Asante
Data Analyst/Software Engineer at a government with 5,001-10,000 employees
Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful.
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Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: January 2021.
456,719 professionals have used our research since 2012.
Anand Khandelwal
Global Service Delivery Manager at a computer software company with 10,001+ employees
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.
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Munir Noor
System Security Engineer at a tech services company with 201-500 employees
Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement.
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ManishRajora
Project Engineer at I.T Solutions India Pvt Ltd
The timing reporting module, and how it's used is a bit difficult to understand.
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Gamal Elsabbagh
IT Engineer at arkas egypt
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.
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reviewer1460481
Quality Management at a financial services firm with 201-500 employees
The solution, overall, is expensive.
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reviewer983697
Quality Assurance Project Engeneer at a tech services company with 1,001-5,000 employees
I think the user interface needs to be improved and needs to be enhanced to be more supportive to users.
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Mohsin Ghani
Account Manager at a tech services company with 201-500 employees
They could improve the screens.
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Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: January 2021.
456,719 professionals have used our research since 2012.