ManageEngine SupportCenter Plus Primary Use Case

reviewer1384470
IT Support Engineer at a tech services company with 201-500 employees
We use ManageEngine for our help desk. I believe ManageEngine has the ability to do mobile management, but it is underdeveloped in that area. There is no GUI. We were a bit interested in the potential to go down that path later on. It was cheaper than other solutions and we would already be using ManageEngine for the help desk. It did not end up panning out for use as a mobile management solution. Configuring the product is a lot of work and we spent a lot of money on training our own people to get it done. Sometimes we would even hire contractors to make it work the way we wanted. We ended up deciding to move away from using the product for mobile management and just went with the Microsoft solution. We use several different instances of SupportCenter Plus. We are taking steps to automate everything. We were very people-heavy in some of our business processes. Instead of email — which a lot of departments had been using in the past — we moved to ManageEngine to have a ticket system and so that everything is in one place. Before working with this solution, our poor admins had to go through months and months of emails trying to put together a sit-rep (situation-report) on a particular action item. Now they simply search for the ticket number and they are good to go. So the use case is as a ticketing system. The capabilities are there for using it as a device manager, but the dev and training/education for our own people to get it to be a true enterprise solution would have been exponential. View full review »
reviewer1145613
Pre-Sales Engineer at a tech services company with 11-50 employees
Our clients use this solution to implement their helpdesk and customer service. View full review »
reviewer1282941
Head of Information Technology and Systems at a consumer goods company with 1,001-5,000 employees
We are currently using the 2014 version of the product. We use ManageEngine SupportCenter Plus to handle issues, incident management, and demand management. View full review »
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