ManageEngine ServiceDesk Plus Reviews

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Bhavani Prasad Paragi
Real User
General Manager at Qwikcilver
Apr 15 2019

What is most valuable?

I have found several features to be quite valuable. The first is the support ticket auto-routing mechanism, where we are able to create business… more»

How has it helped my organization?

This product helps us with tracking customer queries, and managing the issues effectively. The auto-routing feature saves a lot of effort, where we… more»

What needs improvement?

The main thing that I find lacking in the product is the ability to do custom reporting. They have canned reports, but apart from that, I am unable… more»

What's my experience with pricing, setup cost, and licensing?

The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure… more»

What other advice do I have?

This is a cost-effective product that meets all of the required, basic needs for the company. The workflow for the ticketing system and the service… more»
Gamal Elsabbagh
Real User
IT Engineer at arkas egypt
Apr 16 2019

What is most valuable?

The most valuable features are the ticketing system and ticket handling features. I place a lot of value in our solutions centers. The solutions… more»

How has it helped my organization?

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… more»

What needs improvement?

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… more»

If you previously used a different solution, which one did you use and why did you switch?

We didn't have a previous solution. Before this, we used traditional email messaging and placing phone calls. When our user base increased… more»

What other advice do I have?

I rate this solution a solid 7.5 out of ten since the tool comes with different modules. Albeit some of these modules, including exit management… more»
Find out what your peers are saying about ManageEngine, ServiceNow, Atlassian and others in Help Desk Software. Updated: June 2019.
352,552 professionals have used our research since 2012.
Mohsin Ghani
Real User
Account Manager at a tech services company with 201-500 employees
Feb 17 2019

What is most valuable?

The most valuable features are project management, change management, and the flow according to the mail chain.

How has it helped my organization?

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… more»

What needs improvement?

They could improve the screens.

What other advice do I have?

I would rate this solution a nine out of ten.
Fanky Christian
Real User
Director at Daya Cipta Mandiri Solusi, PT
Nov 28 2018

What is most valuable?

* Request management * SLAs * Business site We not only handle tickets, but also requests from many departments. All are easy to manage.

How has it helped my organization?

ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but also users' requests. We started by… more»

What needs improvement?

For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows… more»

What's my experience with pricing, setup cost, and licensing?

we implement the on premise servicedesk plus because it's affordable

If you previously used a different solution, which one did you use and why did you switch?

We used open source ticketing, with limitation and need to enhance, so we migrate to servicedesk plus
Fanky Christian
Real User
Director at Daya Cipta Mandiri Solusi, PT
Oct 07 2018

What is most valuable?

Service Catalog and Project Management are awesome features. Customers love them because they are easy to use, simple to install, and we set them… more»

How has it helped my organization?

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

What needs improvement?

People ask to implement the product not only for their IT help desk, as we do that, but also for HR and general affairs, allowing them to use SDP… more»

What's my experience with pricing, setup cost, and licensing?

The prices are attractive. Customer can use a subscription if they do not have enough budget.

If you previously used a different solution, which one did you use and why did you switch?

Some customer used LANDESK solutions, but since the reporting function was too complicated, they switched to ServiceDesk Plus.
PradeepKumar12
Real User
Team Lead at a comms service provider with 1,001-5,000 employees
Jan 16 2019

What do you think of ManageEngine ServiceDesk Plus?

What is most valuable?

I am enjoying the report features, they are quite good.

What needs improvement?

I expected more features than it has. The flexibility is missing. I was also expecting a different level of configuration and segregation. 

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

Stability is actually good.

What do I think about the scalability of the solution?

It is scalable, but sometimes there are performance issues.

How is customer service and technical support?

Technical support is quite good but they are not very quick to respond. It takes time to resolve the ticket.

How was the initial setup?

I was not involved personally with the initial setup but from what I hear, it is not complex.…
Altin Kona
Real User
Financial & IT Deputy Group Head with 1,001-5,000 employees
May 21 2019

What do you think of ManageEngine ServiceDesk Plus?

What is our primary use case?

We use this solution for our help desk, and for change management.

How has it helped my organization?

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

What is most valuable?

The most valuable feature is the tracking of service requests.

What needs improvement?

Improvement is needed in the Software Assets Management functionality.

For how long have I used the solution?

Ten years.

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User Assessments By Topic About ManageEngine ServiceDesk Plus

Find out what your peers are saying about ManageEngine, ServiceNow, Atlassian and others in Help Desk Software. Updated: June 2019.
352,552 professionals have used our research since 2012.

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What is ManageEngine ServiceDesk Plus?

ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.

It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.

Features

ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.

Incident management: Gain control of your help desk

With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!

Problem management: Go beyond firefighting

Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.

Change management: Manage changes with precision

Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.

Asset management: Track and manage assets with ease

Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

IT project management: Deliver IT projects on time

You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!

Purchases and contracts management: Track IT purchases and contracts

Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.

Self service portal: Deflect tickets from your service desk

Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.

Service catalog: Showcase your IT services

Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

CMDB: Get the bigger picture

ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.

Service level agreement: Ensure timely service delivery

Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.

Reports: Derive decisions with the right data

Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!

Extensions and integrations: Collaborate easily with other IT systems

Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

ManageEngine ServiceDesk Plus customers
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
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