ManageEngine ServiceDesk Plus Reviews

I have configured ManageEngine ServiceDesk Plus for four companies. These organizations have utilized the product to manage IT tickets and requests efficiently. In my role, I utilize the platform within the IT framework for incident management, change management, problem management, asset management, and other related tasks.

The project management capability in ManageEngine ServiceDesk Plus has had a notable impact on my team's productivity. However, streamlining processes requires improvement. While the tool offers everything necessary for project management, building projects from the beginning can be time-consuming. Implementing templates, wizards, or AI assistance to simplify project setup and task generation would greatly enhance efficiency.

The platform's most beneficial features are incident management, change management, request management, and asset management.

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.

We have been using ManageEngine ServiceDesk Plus for 15 years.

The product is stable. I rate the stability a ten out of ten.

The product is scalable. We can easily add new features and licenses to it.

The technical support services are good.

Positive

We switched to ManageEngine ServiceDesk Plus from another product for better scalability, ease of setup, and capability to provide efficient metrics.

The initial setup is simple. Anyone with good technical expertise can manage the process easily.

I have deployed the product both on-premises and in the cloud. Currently, I'm using the Software as a Service (SaaS) solution, which is easier to set up. However, I've noticed that with the SaaS solution, patches are applied automatically, and sometimes this process can introduce bugs.

The maintenance is handled automatically, eliminating the need for any manual upkeep. It helps minimize the extra expenses. 

I have implemented the product myself.

The platform has good pricing. I rate it a four or five.

I have integrated ServiceDesk Plus with various tools such as Azure and Outlook. However, I faced challenges with integrating it with a few phone systems.

The reporting and analytics functionality in ServiceDesk Plus has been excellent for decision-making.

I recommend the product and rate it a nine out of ten.

We started using ServiceDesk Plus when we had it on-premises, but now we are using the cloud version. It is used for asset management, ticket management, and change control processes.

The solution helps us with asset tracking, ticket management, and achieving compliance with government regulations. It plugs gaps that other ITSM and MDM solutions cannot cover and ensures our compliance.

The ticketing function is very straightforward and easy to use. It has the basic capabilities of tracking assets. Though it might lack some advanced functions like multiple types of depreciation calculations, it is sufficient for our needs.

If it could have a tighter integration with Microsoft 365, particularly for email flow, it would be great. Currently, the email system within ServiceDesk Plus does not always capture all emails in 365, which can be problematic for eDiscovery.

I have been working with ServiceDesk Plus for about six years.

ServiceDesk Plus's stability is rated nine out of ten. ManageEngine's support is very solid and helps maintain stability.

Scalability is rated between eight and nine out of ten.

Customer service is excellent, rated at ten out of ten. Technical support includes first-call resolution, meaning even the level one support engineers are extremely knowledgeable and well-trained.

Positive

The initial setup is simple. We have two instances, one internal and one client-facing. Each instance took about two to three weeks to set up.

Cost-wise, ServiceDesk Plus is cheaper than competitors but still maintains quality. It is also flexible with licensing, which makes it suitable for different-sized companies.

ServiceNow is a main competitor, but it is much more expensive.

ServiceDesk Plus is recommended for any company size due to its flexibility in licensing and cost. It is a suitable choice for ITSM and endpoint management.

Right now, we use ServiceDesk for help desk and ticketing, but we plan to implement asset management. 

ServiceDesk makes us more time-efficient and improves our internal service. When a user who needs help tries to contact us and we don't answer, they aren't happy.

I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others. 

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

I've been using ServiceDesk Plus for a little less than a year. 

ServiceDesk is stable. 

ServiceDesk is scalable. We have about 200 users. 

We rely on the integrator for support.

Setting up ServiceDesk is straightforward. I rate ServiceDesk 10 out of 10 for ease of setup. 

We used an integrator to deploy ServiceDesk, but it was fast and painless. 

We pay for an annual license charged per technician, not end-user. If I remember correctly, it's $1,000 or $2,000 a year for seven technicians. 

We looked at other solutions, but we didn't find another system with the same features that is suitable for a small organization. ServiceDesk's price is fair, and the functionality is robust. 

I rate ServiceDesk 10 out of 10. 

I have only used its demo version for evaluation. We haven't yet implemented it. I have been playing with ServiceDesk Plus for incident management, service request management, and some change request workflows. There is also a CMDB, which seems to be quite good. 

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.

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.

We haven't checked its stability under a heavy load.

Currently, around ten users are evaluating it. It should meet the needs of around 2,500 users. From my point of view, it seems suitable for our needs.

We had lots of discussions via email and the internal support chat, and everything was fine.

We are currently using OTRS. We are looking for something similar to ServiceNow but much cheaper. I have almost 15 years of experience working with ServiceNow, which is a great solution, but it is too expensive for companies with less than 5,000 employees. I have also worked with HP Service Desk almost 20 years ago.

Being a cloud solution, it is straightforward. There are no issues. In terms of deployment, it is similar to other cloud solutions. The workload begins when you try to customize a CMDB, but this is not because of the solution. It is because of internal processes.

For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost.

We are currently evaluating this solution. ServiceDesk Plus is one of the candidates. We are also evaluating Jira Service Desk and BMC. It seems that all these three vendors will be able to fulfill our requirements, and we will choose ServiceDesk Plus.

I would rate ManageEngine ServiceDesk Plus an eight out of ten.

We are using ManageEngine ServiceDesk Plus as a complete ITSM tool.

ManageEngine ServiceDesk Plus has made things easy for me. The page and operations of the tool are more user-friendly. While working on ManageEngine, the workflow is easy to follow, allowing for relevant changes to be made at any point in time from both the customer and admin perspectives.

The workflows and the modules are very easy. From an end-user perspective, pages are easy to navigate and get things up faster. From an admin perspective, the settings and things are straightforward. If you want to create a workflow or report, then you could go for it. A few settings go from the developer end, but apart from that, anyone who just knows a few application settings. They can easily navigate to anything and then do whatever they want. The page is really user-friendly, including the admin settings.

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.

I have been working with ManageEngine ServiceDesk Plus as a customer for five years. I use ManageEngine ServiceDesk Plus in my current company, but my previous experience is with the ManageEngine MSP product.

I rate the solution's stability a straight nine out of ten.

Scalability depends on how you want to deploy it on-premise, on a small or large scale, because my experience is completely on-premises. It is very fast, you can copy-paste the entire application to another server, and the application starts working. It's very easy to increase RAM size or anything else. It's way easier than any other ITSM tool that I have used. I have used BMC Remedy and ServiceNow before. Based on that, ManageEngine ServiceDesk is a piece of cake.

We have 60 technicians working with this solution in our current company, and in my previous organization, we have more than 120 technicians.

We have plans to increase the usage of the solution in the current company.

I rate the solution a ten out of ten for scalability.

When it comes to technical support, it depends upon the contract you have. ManageEngine's chat team provides support. The chat team offers hands-on support. However, if you need advanced support, a team from India works. So, there are times when it might get delayed, but the product is straightforward, and there aren't many enhancements or stuff that need to be done.

It is a solution tailored for debugging. They provide step-by-step guidance based on the specific issue you're facing. For example, if you face a problem called A, then they ask you to go for steps from one to ten in a certain manner. If you are facing problems called B and C together, the support asks you to follow a particular set of steps. In most cases, they already have a tailored solution, and not much time is required to resolve issues.

I rate the technical support an eight out of ten.

Positive

I have used BMC Remedy and ServiceNow before.

A basic application person with knowledge of ITSM could work on the ManageEngine. When it comes to ServiceNow, you need more expertise and more of an application manager dedicated to service-related stuff.

To rate the initial setup, I would give it an eight to nine out of ten.

If you have a proper plan, implementation is just a day job. If you have a tailored setting and a clear idea of what you're looking forward to, the implementation shouldn't take more than a week.

If you need to create a workflow, design, have a template for change requests, and have the entire plan in mind, it shouldn't take more than a week.

Anyone who has to implement it should clearly understand how an ITSM tool works. If they do, the deployment process becomes very easy and straightforward.

The deployment would not require more than one expert because we had only one person for the product's implementation. With not more than two people around, it could be done remotely. We deployed it remotely, which was as straightforward as a piece of cake.

The solution's price is not high. It's moderately priced, because of which it is a tool that anyone could easily choose. ManageEngine ServiceDesk Plus is a reasonably priced product.

If you want a standalone system to work for a longer period, always consider ManageEngine ServiceDesk Plus. It's easy to use, and you don't need to be a real system analyst to work on the application or generate workflow. You just need a basic understanding of the technology and workflow; someone with knowledge of ITSM can handle the process.

Overall, I rate the solution nine and a half out of ten.

We primarily use the solution for asset and incident management. We can use it for monitoring as well.

The mother-child features in the ticketing tool are great. You can upgrade up and down in terms of the level of importance of tickets, et cetera. 

The automation around report generation is great. It's easy to create reports and to automate who it is sent to. 

It makes the monitoring of tickets very simple. 

It is more flexible than ServiceNow in terms of cost. Its pricing is good. 

There are a lot of great templates that you can take advantage of. 

It is scalable. 

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

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

I've used the solution for about seven years. 

The solution is stable. I've never had to worry about our subscription when I was using it. The solution is very reliable. 

The solution scales well. Even on-premises, it can scale; however, the cost would be a bit higher. It's easier to scale on the cloud. 

Support is better on the cloud than when you have an on-premises deployment. 

The local support is very accommodating. They are well-versed in the product. 

Positive

I'm also familiar with ServiceNow. 

The initial setup is easy. Migration is also very simple. You must have to create an XML file and move everything over. 

The solution doesn't really require any specific maintenance. As long as you are working on the latest version, you don't need to update to any additional features. Maintenance will only be needed if you upgrade. 

The pricing of the product is okay. We find it to be less expensive than ServiceNow. 

I was an end-user.

I am not using the latest version of the solution. I moved to another company recently. The last engagement I had with the solution was to upgrade the ServiceDesk to the latest version. 

I'd rate the solution nine out of ten. 

This is a software-as-a-service platform and we're using it for IT incident and problem management, as well as for asset management and procurement requirements. I'm the global chief information officer of the company and we are customers of ManageEngine. 

The tool is easily configurable and we can make any changes ourselves whenever we want. ManageEngine has already provided additional modules that we can integrate in the future. 

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.

We completed implementation a few months ago and I've been using this solution every since.

The solution is stable. 

The solution is scalable, we have around 30 licensed users.

We're still receiving support from the implementer so haven't had to deal with technical support yet. 

I think the implementation was pretty simple and didn't take much time. 

The solution is reasonably priced. 

We looked at ServiceNow as an option but the cost would have been about 10 times more than we're paying for ServiceDesk Plus.

In the future, we're going to see some hybrid platforms in the cloud and also in the application. Because of that, I think the solution needs to be more integratable so customers can interact easily with other platforms. 

I rate this solution nine out of 10. 

We have two use cases for this solution. Some of them are out of the box, while the other is based on the clients' or our requirements. Those are the use cases, for example, DDoS attacks we build.

What I find the most valuable about ManageEngine ServiceDesk Plus is the dashboard. You can build your own dashboard and the reporting is compatible with Power BI. So we built a lot of your interface data and reports via Power BI. 

ManageEngine ServiceDesk Plus is also very easy to use. The features are okay and we never had any problems. 

With ManageEngine ServiceDesk Plus, for example, the configuration is easier compared to other products like it. I use SolarWinds and also ServiceNow, but I found ManageEngine configuration easier.

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. 

I have been using ManageEngine ServiceDesk Plus for about five years. 

ManageEngine ServiceDesk Plus is quite stable. We have not had any issues; we mostly use the task model. We already have more than 16 customers on the SaaS model. We are managing four on-prem. These are all government clients in different countries like Uganda, Kenya, Tanzania, and Malawi. 

Our entire SOC and NOC is using ManageEngine ServiceDesk Plus. That's 50 agent licenses; more than 25,000 devices and 50 agents. 

We have had to use ManageEngine ServiceDesk Plus's tech support once or twice. A client of ours had all of their systems on a product called ConnectWise; they had their proprietary hardware, like their firewalls, switches, access points, and routers. So we needed some help with configuring. 

Neutral

Yes, previously we were using ServiceNow, but it was very expensive and we could not use it for our assembly clients because they could not afford it. 

We also found that ServiceNow was not the optimal solution for assembly clients with 300 to 500 devices. 

The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage. Currently, we are looking into moving our bigger clients to ManageEngine ServiceDesk Plus. 

The initial setup was very easy. Even the dashboard was easy to setup. 

We deployed ManageEngine ServiceDesk Plus in-house. 

ManageEngine ServiceDesk Plus is definitely worth it. We have seen a return on our investment. 

ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs. 

My advice to somebody looking to implement this solution is to first figure out how large your organization is and whether you can dedicate a team to it or if you will need to outsource the deployment. If the latter is the case, you need to look into the cost of that. The best case scenario is dedicating an in-house team to the deployment because the training that ManageEngine ServiceDesk Plus provides is very good. This means you will save money. 

Integrating with other products is simple. We recently integrated with Azure Sentinel and were able to quickly collect logs connected to use cases and analyze them. ManageEngine ServiceDesk Plus offers lots of connectors, which means you do not have to build them. Also, the configuration is not very difficult. For example, if you are running it in your environment, it will automatically discover all your systems and you can pick and choose which ones you want to manage and drop the rest. Then, you can start emulating and putting up SLAs, configuring them, and consequently using them.