ManageEngine ServiceDesk Plus Room for Improvement

Bhavani Prasad Paragi
General Manager at Qwikcilver
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 to define my own reports based on my needs. It requires a lot of external customization. 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. One final issue, on the topic of business rules, is that more can be implemented. I have seen CRM systems over the past twenty years that can do much more than this. For example, you should be able to customize your workflow completely. I would like to draw my own workflow and go with that. Also, I would like to be able to write a custom feature and include it in the workflow. These things are missing from the product. View full review »
Deena Khattab
MIS Manager at MGM
At first, the interface is not so easy to use and it's a bit complicated, but you do get used to it over time. 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. This is a great feature. I'd like to see things like that added to the solution. View full review »
Opoku Afriyie-Asante
Data Analyst/Software Engineer at a government with 5,001-10,000 employees
I think the knowledge base management component could be improved a little bit. 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. View full review »
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: December 2020.
454,950 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. View full review »
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. View full review »
Project Engineer at I.T Solutions India Pvt Ltd
The solution is quite extensive, and I’ve only used the sections related to project management. I’m not sure if it was lacking any features. For me, it had everything I needed. I’ve never experienced any technical issues at all. The only issue for us is the pricing, which is quite high in comparison with the competition. The timing reporting module, and how it's used is a bit difficult to understand. Everything related to project management is quite extensive and it needs to be simplified. At first, our users didn't want to use it, because it seemed a bit complex. View full review »
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. View full review »
Quality Management at a financial services firm with 201-500 employees
Feature-wise, the reporting is not quite satisfactory. They could work on improving it in future builds. The solution, overall, is expensive. View full review »
Quality Assurance Project Engeneer at a tech services company with 1,001-5,000 employees
In terms of what can be improved, although the user interface is friendly enough, I struggle finding how the tool operates, how to master using the tool. I think the user interface needs to be improved and needs to be enhanced to be more supportive to users. View full review »
Mohsin Ghani
Account Manager at a tech services company with 201-500 employees
They could improve the screens. View full review »
Team Lead at a comms service provider with 1,001-5,000 employees
I expected more features than it has. The flexibility is missing. I was also expecting a different level of configuration and segregation. View full review »
IT Security Officer at a mining and metals company with 501-1,000 employees
The documentation could be improved. View full review »
Altin Kona
Financial & IT Deputy Group Head at Banka Kombëtare Tregtare
Improvement is needed in the Software Assets Management functionality. View full review »
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: December 2020.
454,950 professionals have used our research since 2012.