ManageEngine ServiceDesk Plus Archived Reviews (More than two years old)

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Fazal Ur Rehman Shah
Senior Consultant/Project Manager at a tech services company with 501-1,000 employees
Jan 10 2017

What do you think of ManageEngine ServiceDesk Plus?

What is most valuable?

Ticket logging, ability to customize as per the organisation's needs.

How has it helped my organization?

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

What needs improvement?


For how long have I used the solution?

12 months.

What was my experience with deployment of the solution?

Unable to use SQL Server during installation, as the software defaults to PostgreSQL. Unable to use AD account to administer the setup.

What do I think about the stability of the solution?

We had issues wherein the software stopped working. We had to re-install the software and configure again. We were unable to import the old data into the new installation.

What do I think about the scalability of the solution?

Ours is a small…
Aaron Krytus
Real User
Network Manager / Senior Network Engineer at Warnock, Tanner & Associates
Oct 05 2016

What is most valuable?

I'm currently using ServiceDesk Plus for lifeCycle management and inventory relationships with the CMDB.

How has it helped my organization?

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… more»

What needs improvement?

The search feature is hidden and limited to specific categories of assets. When searching for an asset, you need to know the category in which it exits. If it was not scanned properly and it was not categorized correctly, you will need to… more»

What other advice do I have?

Since my last review I have spent much more time with this product. Although it is an all in one solution for many technologies they do not flow very well together nor is it an Enterprise solution. It does help desk and inventory very well… more»

Which other solutions did I evaluate?

I currently use Spiceworks for our solution and to monitor several other customer sites. This product is a little more robust in the inventory and topology of the assets. If you are looking for a good CMDB, I would choose this product over… more»

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.


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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