ManageEngine ServiceDesk Plus Reviews

Name: ManageEngine ServiceDesk Plus
Brand: ManageEngine
Rating: 4.0 (66 reviews)

4.0 out of 5

66 reviews
91% willing to recommend

1,378 followers

What is ManageEngine ServiceDesk Plus?

ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.

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ManageEngine ServiceDesk Plus is the #3 ranked solution in top Help Desk Software and top IT Service Management (ITSM) solutions. PeerSpot users give ManageEngine ServiceDesk Plus an average rating of 8.0 out of 10. ManageEngine ServiceDesk Plus is most commonly compared to ServiceNow: ManageEngine ServiceDesk Plus vs ServiceNow. ManageEngine ServiceDesk Plus is popular among the midsize enterprise segment, accounting for 69% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 63% of all views.

Buyer's Guide

ManageEngine ServiceDesk Plus

February 2025

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Helped 839,277 peers since 2012

Featured reviews

Anil Rao

Vice President Delivery & Operations at Rezilyens

The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.

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CarlosPerez7

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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Sankar Bera

Sr. Service Architect at NTT Security

We use this tool for ticketing purposes, incident management, change management, and problem management within our IT infrastructure. It is also utilized to monitor systems and integrate with other tools like ServiceNow It's a very user-friendly tool with good performance. All necessary features…

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ManageEngine ServiceDesk Plus mindshare

Product category:

As of March 2025, the mindshare of ManageEngine ServiceDesk Plus in the Help Desk Software category stands at 7.3%, down from 7.6% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Help Desk Software

PeerAnalyst reports

Type	Title	Date
Category	Help Desk Software	Mar 2, 2025	Download
Product	Reviews, tips, and advice from real users	Mar 2, 2025	Download
Comparison	ManageEngine ServiceDesk Plus vs ServiceNow	Mar 2, 2025	Download
Comparison	ManageEngine ServiceDesk Plus vs JIRA Service Management	Mar 2, 2025	Download
Comparison	ManageEngine ServiceDesk Plus vs BMC Helix ITSM	Mar 2, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.2	24.5%	92%	216 interviews Add to research
JIRA Service Management	4.1	10.2%	93%	86 interviews Add to research

Valuable Features

ManageEngine ServiceDesk Plus offers user-friendly features such as seamless integration with ITIL processes and third-party apps, strong project management capabilities, IT asset management, and intuitive ticketing. Users value the customization options, reporting, and cost-effectiveness. Easy deployment and user-friendliness make it accessible for various teams. The knowledge base, automation, and SLA management enhance efficiency. Integration with Slack, Azure, and APIs, plus mobile access, enrich the service experience.

"The solution has enhanced our ability to manage issues efficiently due to its user-friendly knowledge base."
"It's a very user-friendly tool with good performance."
"It's a very user-friendly tool with good performance."

Room for Improvement

ManageEngine ServiceDesk Plus needs better user and group permissions, improved search and export features for assets, and enhancements in change management and service catalog customization. There are limitations in request and incident management integration and lack of clarity. Its reporting and integration capabilities require enhancement, especially for external software. Users seek better performance, customizable workflows, and streamlined interfaces. Support and technical assistance are often slow, and the tool needs more seamless integration with platforms like Azure and Microsoft 365.

"ManageEngine needs to improve its handling of large volumes, as it cannot manage transaction volumes as effectively as ServiceNow."
"The licensing model should be more flexible. The current approach requires individual licenses, which become costly."
"The licensing model should be more flexible."

ROI

Organizations experience diverse outcomes regarding ROI from ManageEngine ServiceDesk Plus. Some see significant returns through improved asset tracking, reduced manpower, and operational savings. Returns can vary by organization and may include increased IT knowledge among users. For some, ROI is yet to materialize. Cost-effectiveness compared to alternatives like ServiceNow is noted. ROI often depends on asset age and issue volume with anticipated savings in operating costs. New businesses expect future benefits as they continue using the tool.

Pricing

ManageEngine ServiceDesk Plus is considered cost-effective and competitively priced compared to other market leaders. It offers both on-premises and subscription-based models with flexible licensing options suitable for various organizational sizes. The platform is generally less expensive than competitors like ServiceNow and JSM, with prices starting as low as $9 per agent and $1 per device. Although some users note rising subscription costs, many agree it's more affordable and offers significant value for the cost.

"The tool's price is okay and in line with other products, maybe even cheaper than some products."
"It is cheaper than its competitors."
"The platform has good pricing."

Popular Use Cases

ManageEngine ServiceDesk Plus is primarily used for internal IT support, ticketing, incident and problem management, asset management, and change management. Companies utilize it for help desk operations, request management, and auditing. It assists in tracking and resolving technical issues across various departments. Enterprises implement it for managing IT assets, creating reports, and facilitating communication among teams. They find it beneficial for integration with other tools, supporting numerous users and devices globally.

Service and Support

ManageEngine ServiceDesk Plus earns consistent praise for its technical support, often rated 8-10/10, highlighting responsiveness and good knowledge, particularly in premium service. However, criticisms arise regarding response times and support efficiency, with some suggesting room for improvement in resolving issues. Support relies heavily on documentation and community help. Customers desire quicker and more thorough solutions, with preference towards cloud deployment for better service. Customer service receives mixed reviews, with ratings ranging from satisfactory to excellent.

Deployment

Users found ManageEngine ServiceDesk Plus's initial setup easy and straightforward. It often involved minimal complexity and could be handled by those with basic technical expertise. Many preferred using the cloud-based service for its simplicity. Time for setup varied depending on specific needs, ranging from a few hours to weeks. Some users highlighted the need for customization but found the process manageable, especially with well-prepared plans and ITIL processes.

Scalability

ManageEngine ServiceDesk Plus can scale effectively in varied environments, handling from small setups to medium-sized enterprises. Many users report smooth scaling experiences without significant issues. However, some experience resource demands as usage increases. Feedback highlights its adaptability, with seamless addition of users and features. It accommodates up to mid-sized organizations well, although those with extensive requirements may need additional support when scaling beyond a certain point.

Stability

ManageEngine ServiceDesk Plus is generally stable and reliable. Many users have not encountered significant issues. Some report occasional glitches or crashes but indicate these are often resolved with updates. Users frequently rate its stability highly, typically around nine out of ten. It handles high availability well, but some note it may need frequent updates to maintain this performance level. Certain environments experience minor stability problems that require patching or specific handling.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our ManageEngine ServiceDesk Plus Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Educational Organization

63%

Computer Software Company

Financial Services Firm

Government

Manufacturing Company

Healthcare Company

University

Retailer

Comms Service Provider

Construction Company

Energy/Utilities Company

Real Estate/Law Firm

Insurance Company

Non Profit

Legal Firm

Media Company

Performing Arts

Hospitality Company

Transportation Company

Compare ManageEngine ServiceDesk Plus with alternative products

Learn more about ManageEngine ServiceDesk Plus

The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.

With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.

ManageEngine ServiceDesk Plus Features and Benefits

MSP has a wide variety of features to help you optimize your help desk management:

Dynamically update workflows: Create visual change workflows on a drag-and-drop canvas and customize these workflows on demand according to your organization’s needs.

Implement your workflow’s actions: Define actions such as notifications, switches, and automatic updates and approvals throughout the lifecycle of your workflow.

Flexible role administration: Provide custom viewing, editing, and approval access levels to various stakeholders and users.

Perform seamless integrations: Integrate with popular third-party products and access them from your IT help desk console.

Rapid troubleshooting: Improve your customer service by communicating with users by launching remote sessions directly from their tickets to quickly resolve their issues.
Control end-user workstations: Trigger software installation and removal on remote workstations from within the management console.

Automatic anomaly notification: Resolve issues before they affect your enterprise. Automatically receive notification when a performance anomaly is detected in your servers or applications.

Auto-assign tickets: The technician auto-assign tool, which can be set up using a load balancing algorithm, eliminates the need to assign tickets to technicians manually. This helps ensure that tickets are distributed to technicians fairly and on time.

Automatic notifications and reports: Set up a notification system to guarantee that the necessary notifications reach stakeholders on time, and that customers are kept updated regarding the status of their tickets. In addition, schedule reports to be sent to users periodically.

Implement your custom code: Program flexible automation enhancements with your own custom scripts and run them directly from the main dashboard.

Customize templates: Create custom and user-friendly templates using the solution’s simple drag-and-drop canvas.

Reviews from Real Users

MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.

Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.