Please share with the community what you think needs improvement with ManageEngine ServiceDesk Plus.
What are its weaknesses? What would you like to see changed in a future version?
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.
Improvement is needed in the Software Assets Management functionality.
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.
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.
They could improve the screens.
I expected more features than it has. The flexibility is missing. I was also expecting a different level of configuration and segregation.
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.
For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates.