ManageEngine ServiceDesk Plus Room for Improvement

CarlosPerez7 - PeerSpot reviewer
Director of IT at Health Choice Network, Inc.

I think asset management took a hit recently. They changed the way they do it by moving it to their patch management software, which no longer supports an agent installed on the computers. In my opinion, this was a step backward for them, as I didn't need the patch management but rather the agents and remote capabilities that the agent brought without the additional costs and overhead. It still works via script running on the computer, but that's not the same as being able to install it and have it run or send a live feed.

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CarlosPerez5 - PeerSpot reviewer
IT Director at Banyan Health Systems, Inc.

The product's asset management tool needs improvement. It operates on an agentless system, relying on the patch management tool for agents. It is time-consuming as users must run a script and log in to send back asset information to the server. With an agent-based approach, installation in the image would automatically provide updated asset information, ensuring accuracy even if users don't log in for an extended period.

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Sigal Svilim - PeerSpot reviewer
Chief Information Officer at Supergas

ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive. 

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Buyer's Guide
ManageEngine ServiceDesk Plus
March 2024
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
Ela Antonio - PeerSpot reviewer
Service Delivery Manager at MDS Call Solutions, Inc.

We'd like to have more integration into other platforms. 

We've had trouble transforming that data in ServiceDesk Plus, for example. 

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Shibu Babuchandran - PeerSpot reviewer
Regional Manager/ Service Delivery Manager at a tech services company with 201-500 employees

A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management.

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Isaac Al Wahaibi - PeerSpot reviewer
Senior Application Support Specialist at Oman Data Park

Everything with this solution has room for improvement. The service provider version is MS and it is not getting frequent updates. When we tried to upgrade a couple of weeks ago, it ruined the database and we had to restore it. We lost a couple of tickets that were raised at that time.

The solution is not good in terms of change management. The support is not 24-7 so you have to wait for the support person to start their shift. We are not getting good support from the ManageEngine team so the technical support can be improved. The reporting is not that good. The high-level graphs which we need to grab for our management, are not clear at all. For example, when I extract the weekly reports for management for the P1, P2, and P3 tickets they are all a mess. The graphs are not clear and can be improved. The SLA timer also doesn't work well. We have set our working hours to be from this day to this day but the timer doesn't stop for some reason. We have raised a couple of tickets with ManageEngine and we didn't receive support.

The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go.

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Mohamed  Najeem - PeerSpot reviewer
System Administrator at HRA

The application works in a straightforward method every time when it comes to the on-premises part. There is an application drive, log drive, and a few things that must be taken into control, even the application that requires AV exclusion and all those things. They need to work on the aforementioned area. It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application. It could be better if they just come up with something in that manner.

There's a basic methodology for maintaining the application and its dependency on Postgres, and local SQL is an area that, if changed for the better, can prove to be great.

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Sampath Gunawardena - PeerSpot reviewer
Head Of Customer Support at NCinga

We have problems with the customization of dashboards; developing them is very cumbersome and requires some knowledge of programming. In general, there are significant customization limitations to this solution. Our customers regularly ask for a dashboard to show additional details when they log an issue. They want to know the status of a ticket and whether the SLA has been violated. There is no feature for customization on some of the templates (e.g. Worklog).

The reporting feature of ManageEngine is not sufficiently rich. The reports are very two-dimensional and lack analytics. Multiple data layers can't be put on a graph. You need to extract the data and use other apps to do analytics, and do what you need offline. It lacks analytics and the option for a single view. The support is not that great and there is no one for us to ask. 

We also have challenges when incidents go to an RCA or CR. It's unclear how the different modules work tandemly within the product. It is hard to find support to know how the product is designed.

ManageEngine has no integration with WhatsApp which is a big drawback and one of the main reasons we're looking at other solutions. Also, we are looking for a product that has call center capabilities or a similar option to log requests through a phone call or through social media.

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NS
Head of Global IT Delivery at Acino Pharma AG

Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it.

We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature.

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EJ
Global Chief Information Officer/ Chief Technology Officer at Kidzania

We were unable to load tickets from the previous platform to the new platform, to transfer the database of tickets and that was a problem for us. I'd like to see more flexibility in the configuration of the workflows. We currently use layouts because we know that if we need something more complex, it will be difficult to map.

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SM
IT Officer at Burn Manufacturing

We're comparing it to other ITSM systems. The main areas for improvement seem to be Active Directory integration and Single Sign-On (SSO) capabilities.

So, I would like to have SSO as well.

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AC
Customer Success Leader at Channel-IT Ltd. (CY) - Channel-IT Greece

The solution does not have an automated approach to integration with other ManageEngine products and third-party products. Additionally, brand promotion can be improved so that users know a good solution is available that is not very expensive.

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DK
MIS Manager at Misr Glass Manufacturing

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.

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AT
AVP - ICT IT Operations at Maxicare Healthcare Corporation

In any product, there's always room for improvement, and my team is further evaluating which improvements should be added to ManageEngine ServiceDesk Plus or any workaround or features that my team has yet to leverage with, but the file where my team listed the information isn't with me right now.

Customization has room for improvement in ManageEngine ServiceDesk Plus. Currently, it's tricky to customize.

In the next release of the solution, I want the capability to add more fields to the dashboards.

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Hussein Taha - PeerSpot reviewer
IT Enterprise System Administrator at Misr Technology Services

In terms of support, actually, they take a long time. They need to be faster. They have to work on technical support. This is number one.

The UI for the app needs improvement. ManageEngine SDP hasn't had any changes in three years. There are no major changes in the UI, and other platforms get updated rather often. 

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JV
Manager Advisory at iOCO

We engage with customers or vendors from Europe looking at AIOps products as well as SOC, and one downside to the solution is there are no native integrations between the systems. We're not even aware of any. This is a bit of a concern for us.

The problem I'm dealing with is now we have to employ people to do integration coding for us. We would love to have native integration between systems. ScienceLogic, Splunk, and Sumo Logic are three vendors we're considering currently, in a POC, for going forward with the AIOps side of things.

From the SIEM perspective, from the SOC, we're dealing with LogPoint; for SOAR purposes we're using inbound SOAR. None of these systems can natively integrate into ManageEngine. However, all of these systems can integrate into ServiceNow. If we consider the complications in our world, for integration purposes, and the amount of work that needs to be done for all these systems to talk to one another, that's definitely something. If ManageEngine can say, "we're going to help you with this," then we will most likely stick with the product.

ServiceNow can integrate, and there's a silent push towards ServiceNow, which I don't like because I'm quite keen on sticking with ME. ManageEngine should improve to help us to integrate the systems.

Then there's a customization level that needs to be done from our end, and it's quite a big concern. We're basically putting together all systems and software packages. 

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Fredric Tarcelo - PeerSpot reviewer
Delivery Executive at Infopro Busineness Solutions Inc.

ManageEngine ServiceDesk Plus changes need to be done in the production environment directly. There is no facility to make changes in the DEV environment and then move the changes to PROD. 

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AR
Vice President Delivery & Operations at Rezilyens

There is room for improvement in automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them. We have had certain incidents come up as many as ten times. 

I would like to see a few more enhanced reporting features. Right now, we do not have an integration with other reporting tools. I would also like to see a SIEM, PAM, or team tool. 

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MR
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.

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Mohamed Wanas - PeerSpot reviewer
NOC Service Desk Team Lead at MORO

The solution’s reporting could be improved. The solution's integration with other tools is not straightforward.

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ArunKumar1 - PeerSpot reviewer
IT Administrator at a healthcare company with 51-200 employees

ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization.

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Oamen Okhilua - PeerSpot reviewer
CEO at Heclo

The service delivery could be improved.

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LR
Systems Analyst at Bismarck

As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker.

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MK
It distribution manager at Megatrade

ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version.

I would like to see the new trends and new technology in the IT department and in the industry implemented quickly.

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it_user265281 - PeerSpot reviewer
Network Manager / Senior Network Engineer at Warnock, Tanner & Associates

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 scan the asset from all CI types. And when that is done, you lose the action menu for the asset. However, once you discover what category the asset lives in, then you can search that category specifically to enable the actions drop-down menu.

Also, there seems to be a lack of the ability to export assets in the CMDB. A report can be generated but not exported. The only option is to copy the contents of the report on the screen and to paste them into Excel. This is not a good option since it brings along an image for each asset and a hyper link. The application certainly needs a good export.

Change Management and Service Catalog lack any decent customization. You are forced to fit you business needs with the functionality of the product.

Support needs a serious attention. Getting any help is next to impossible.

They do not flow together very well. The product feels like many different solutions packed into one.

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BernardLugalia - PeerSpot reviewer
Cyber Security Engineer at a tech services company with 11-50 employees

In terms of enhancements, additional features for automatic asset discovery would be beneficial. Perhaps the ability to deploy an agent on the network to discover assets automatically.

So, I would like to see potentially more automation features.

Moreover, the reporting is not as good as Ivanti. So, ManageEngine could certainly improve on that.

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BM
Senior Manager, Customer Services and Operational Support at a tech services company with 201-500 employees

The interface is not the best. The user interface could be more intuitive.

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EM
Coordinador de Servicios Tecnológicos at a legal firm with 501-1,000 employees

The additional feature I'd like to see in the next release is related to self-service on the user side. I have this new environment of users at home and making them independent would be a good point to enforce. Improving the knowledge base also goes along with that.

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GE
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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it_user628692 - PeerSpot reviewer
Senior ICT Consultant

Request management is not clearly separated form incident management. The conditions to customize this could be tricky and unique for our organization.

To clarify this concept:

We develop two different processes based on ITIL models for reporting cases or taking request from users :

- Request fulfilment

- Incident Management

These two cases are the main inputs to the system, SD+ has a generic name for incidents and requests and we had to do an internal agreement to differentiate request from incidents, at the moment to see the “request” ( names assigned by SD+ ) given also to incidents, it causes a small confutation to the new service delivery agents.

This should be clearly defined or leave the option to the users to create request at the level of incidents in two different categories. No we have new incidents with categories of Request of Information or requested for other aspects. ( this is something that we considered not a good element)



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SP
Manager IT at a energy/utilities company with 1,001-5,000 employees

Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all.

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SA
IT Director at DAR AL ARKAN

Some of the features which are currently available in the cloud version can be made available with the on-premise editions. There is also integration with chat and VOIP functionality.

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it_user685383 - PeerSpot reviewer
Senior ICT Consultant

Request management is not clearly separated form incident management and the conditions to customize this are tricky and unique for our organization.

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Yassin Hassan - PeerSpot reviewer
Senior Technical Support Engineer at a agriculture with 1,001-5,000 employees

ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure.

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NH
IT Manager at cmc

The workflow needs to be improved, along with form design.

It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria.

The scalability could be increased as well.

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QV
Technical Consultant at FPT Telecom

I would like to improve the task management module and analytics.

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SYED KAMRAN AHMED - PeerSpot reviewer
Enterprise Senior Account Manager Sales at a tech services company with 51-200 employees

ManageEngine currently offers a very basic MDM which I think should be expanded.

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AK
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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OA
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.

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BP
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.

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SV
IT Service Management Specialist at a tech services company with 51-200 employees

There are many things. If you are a starter or small or medium-sized business, this tool is very good, but there are a few things that everybody would look forward to such as multi-tenancy and restricting some access but enabling it for a few people. Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets.

In their CMDB or asset module, they don't have an option to mandate unique serial numbers. They don't have a check for unique serial numbers. So, right now, users can enter duplicated information, and I want to prevent this.

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TS
Applications Specialist II at a government with 501-1,000 employees

There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option.

There are occasionally some bugs with the ticket system. It probably happens about two or three times a day where I'm trying to enter a work log and it will not save it. Normally when you open it, it defaults to your name. But if it doesn't do that, then you have to refresh the screen. So I have to make sure that I copy all the notes that I logged, refresh the screen, then re-enter it all over again.

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NG
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.

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MW
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.

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WA
ITSM Engineer at a tech services company with 11-50 employees

I want friendly training courses without their ITSM ServiceDesk Plus. I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product.

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FM
IT Support Specialist at a transportation company with 201-500 employees

We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy. 

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AK
Director at a financial services firm with 1,001-5,000 employees

Improvement is needed in the Software Assets Management functionality.

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PK
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. 

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FS
Senior Consultant/Project Manager at a tech services company with 501-1,000 employees
MN
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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FC
Director at Daya Cipta Mandiri Solusi, PT

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

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FC
Director at Daya Cipta Mandiri Solusi, PT

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 for their services.

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it_user363621 - PeerSpot reviewer
System Engineer at a engineering company with 51-200 employees

None whatsoever.

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it_user248904 - PeerSpot reviewer
Network specialist at a government with 1,001-5,000 employees

I had some problem with user and group permissions in 2014, and I’m not sure if that is resolved now or not.

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MG
Account Manager at a tech services company with 201-500 employees

They could improve the screens. 

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DG
IT Security Officer at a mining and metals company with 501-1,000 employees

The documentation could be improved.

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it_user483660 - PeerSpot reviewer
National IT Support Head at a construction company with 11-50 employees

There could be some improvement regarding integration with other platforms like Sharepoint.

View full review »
Buyer's Guide
ManageEngine ServiceDesk Plus
March 2024
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.