ManageEngine ServiceDesk Plus Reviews

We generally use ManageEngine for incident and problem management as well as for project and contract management. This is not a product we sell but we've deployed it in our company to manage support requests for our customers. Our customers log their issues through the ManageEngine ServiceDesk Plus portal and also review the status of the logged issues. We have around 25 customers using this solution. 

This product improves the support functions and provides visibility to the status of the request and to the service levels for management and customers.  

Incident management is a good feature. In general, this is a very good product that's easy to use. The customizations are very straightforward but with limitations. We're impressed with the solution. 

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.

I've been using this solution for about 18 months. 

The stability is good and I haven't seen any outages or performance issues. In Sri Lanka, we have some limitations with the internet, but even with that I haven't had any performance issues.

I haven't had any scalability issues.  

I was able to get some support from the community but as an end user, I'd like to be able to get support from the company. We try to customize certain things but there's nobody to help us on our journey of using the product.

We charge the end customer if there's a CR or change management required, but I don't know how these cases work together and nobody else seems to know, including the distributor, who has very limited knowledge about the product. I'd like to see some good documentation or videos that we can look at and learn from.

Neutral

We used a free tool with in-house customization. 

The initial setup is very easy even if you don't have much knowledge. The configuration took us about a month. We took our time with it. We are constantly improving and adding new features as needed. In that sense, the solution requires management but not maintenance. 

Licensing costs are on the expensive side. We use the enterprise solution and pay around $700 per account. We're trying to keep costs down by putting only the L1 people onto the portal. The same goes for project management where we have a lot of challenges with the number of accounts ranging between 100-150. We have 60 users who need to work on the product day in and day out and we try to manage costs by having a limited number of accounts. Perhaps they could consider a licensing model for limited feature IDs, for example, where users only have access to specific features. The enterprise license includes the whole stack but not everybody needs everything. 

We looked at Freshdesk, ServiceNow, and Jira. It was a challenge to get product details and to find partners in Sri Lanka.

If you're in a mid-range environment, this product is quite good despite its limitations. Because of the drawbacks, I rate this solution seven out of 10. 

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. 

We use ManageEngine ServiceDesk Plus for incident management, problem management, service management, and help desk. Basically, help desk.

The tool is very comprehensive for service management. It is excellent from the service management perspective. The only challenge we are having is integrating with Jira.

Mainly, these are the services we expect now:

• incident management
• service management and
• change management.

We mainly for dashboards and reports on dashboards for analytics. We also want logging and tracking of duplicate tickets.

Asset management capability is also good. 

The tool is good for service management. We don't have any problem. But we want a more integrated platform for both development activities and service management. We need something integrated based on our business model.

For example, we may develop a product. Once developed, it will be deployed into the personal environment. If there's an issue with the product, we use ManageEngine ServiceDesk software, but ManageEngine is not integrated with Jira. 

Product development will be in Jira, and we manage service management with the ManageEngine tool. So, both are different platforms. We want an inter-relation between development activities and the ServiceDesk related to those development activities.

The tool should be open to integration with other official tools, such as Jira, which is used by most companies for development activities.

The tool itself is very good, but the only problem is integrating it with Jira, based on our business model.

I have been using it for a couple of years. 

As a solution for self-service management, I would rate it a nine out of ten.

I would recommend it to others. 

Scalability is very good. That's not a problem. We have multiple groups: a business group, a development team, and the ServiceDesk team. Three different teams use the tool.

We have business teams, marketing teams, and technical teams. So, there are around a hundred end users. 

The initial setup is straightforward, easy to use, and friendly. The features are very good. We don't have any problems.

We have a technical team.

ManageEngine is a cost-effective tool, there's no doubt. Compared to other tools like ServiceNow, ManageEngine is the best tool.

Cost-wise, it is less than other products, compared to JSM. ManageEngine is a little bit low cost. The only challenge we have is integration with Jira.

So the pricing is reasonable for the ServiceDesk solution.

We are interested in an integrated platform for both Jira and Jira Service Management. We are already using both, but they are not integrated. 

We want to use Jira for platform development and Jira Service Management for service management.

We are trying to integrate ManageEngine ServiceDesk Plus with Jira, but our integration is not working very smoothly. We have challenges integrating with Jira.

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.

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.

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. 

I particularly liked the dashboard features. It displays reports effectively and provides notifications for new tickets assigned to us. 

Additionally, the ticket automation is impressive. When a technician is assigned to a ticket, they automatically receive a notification. 

Overall, its ease of use is very good. 

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.

We have used it, or rather, I've used it on a trial version. It was the Standard Plus edition. We were in negotiations with ManageEngine and waiting for a demo before the company decided on implementation.

It is a stable solution. I would rate the stability a nine out of ten. 

There were around 30 users using this solution in total. I would rate the scalability an eight out of ten. It is a scalable product.

Support was good. Anytime we raised issues, we got instant feedback. We didn't have to wait too long.

Positive

I have experience with Jira.

I highly prefer ManageEngine. Faster and better interaction. Didn't need many integrations. With Jira, especially for support, raising issues sometimes takes a day. But in interface and user experience, ManageEngine is better than Jira.

It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes.

I would rate my experience with the initial setup an eight out of ten, with ten being easy. 

It was fully cloud-based. We didn't want an on-premises solution.

I would rate the pricing a six out of ten, with ten being expensive. It is above average. But it is neither cheap nor expensive.

Overall, I would rate the solution a seven out of ten. I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later.

Our primary use case for the solution is for IT support across departments in our company. We provide templates for users that are not specialists so they can install them immediately. We deploy the solution both on cloud and on-premises.

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.

We have been using the solution for approximately six years and are currently using the latest version. 

The solution is stable.

The solution is scalable, and you can start from five users and expand to any amount of your choosing. I rate the scalability of the solution ten out of ten.

There is good technical support from ManageEngine ServiceDesk Plus. I rate them a ten out of ten.

Positive

The initial setup process is straightforward. A person with basic Windows server skills or an engineer with basic Microsoft networking skills and Active Directory skills could assist in setting it up Basic. We usually get it up and running within a couple of hours, and one technical staff is required for maintenance.

We have seen a good return on investment.

The solution is free for up to five users, making it a good starting point for many organizations, especially now that people are cash-strapped. The licensing costs for over 500 users start from $500 upwards, depending on their choice and if assets are attached to it. So an average license would be up to 10,000 per year for subscription on average. Subscription licensing includes technical support and all the features at no additional cost, and Perpetual licensing requires annual maintenance of about 15% of the initial cost.

I rate the solution a ten out of ten. The solution is good, but the next release can include a more automated approach to integration with other ManageEngine products and third-party products.