ManageEngine ServiceDesk Plus Reviews

We use the solution for asset management and for ticketing. We use it as a support solution.

The solution allows you to solve certain problems by categorizing the technicality of the problem and to prioritize critical issues. The solution can provide an overview to show which issues are cropping up the most in order to ensure the most important issues are dealt with expediently. It's saved us a lot of time and effort. 

The reporting feature of the solution is very good for asset management and also for the performance of our organization.

When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated. It even has a calendar, and a backup available on the application.

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.

The solution is pretty stable.

The solution is scalable. So far, we've scaled up to 500 users, and we plan to scale up even more over time. 

Technical support is very responsive. During some updates, we had a few small issues and they fixed them for us.

We did not previously use a different solution. We used to use an excel spreadsheet to manually track issues.

The implementation was straightforward. However, they provide a manual that's very big and you have to go through everything by yourself to get used to it. Once you absorb the information it's fine and it's not so complicated. You just need two or three people to deploy the solution.

We deployed the solution ourselves.

We have yet to see an ROI because we are just a new business, but we do expect to see it in the future.

We are on a yearly subscription and use the on-premises deployment model of the solution.

For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year.

We don't pay any costs beyond the standard licensing fee. You might add on if you have more assets, for example, an operation number. They do have features where you might need to add extra fees above your standard cost.

We did not evaluate other options. I used this very solution about ten years ago at another company and returned to it because I liked its functionality.

I would advise those adopting the solution document their configuration because it makes it easier.

I would rate the solution 8.5 out of ten. With a simpler configuration, I would rate it a bit higher.

I use the solution in my company mostly for ticketing and contract management.

The most valuable feature of the solution is the core service desk part, especially when a client needs something. The client raises a ticket, and we solve it, write down recommendations or the solution, and close the ticket. We have a log of all the tickets that we had in the past PeerSpot so we can analyze what happens and so on.

Mostly that we can track the incidents, requests, and so on, making it the main purpose why we use the tool. We also can track contracts, their expiration, and so on. It is a side tool that is very useful.

I think that the tool should try to streamline the user interface even more because there are a lot of options that can be offered to users. I think that we can expect some changes in the tool's UI, as maybe ManageEngine may add something to it, but for what we are using it, I would say that the tool is good. I don't have any specific ideas of what needs to be upgraded or changed.

I have been using ManageEngine ServiceDesk Plus for around three years. I am a customer of the tool.

It is a stable solution.

It is a scalable solution.

We received satisfactory responses to a few questions my company raised with the solution's technical support. We also use our external partner to handle any big issues. When our company contacted the external partner, they solved the problem in a short period of time.

I have not worked with any tools similar to ManageEngine ServiceDesk Plus.

I am not sure if I have seen an ROI. We don't analyze it like that. We are losing less time on some things we had to do manually before, but nothing specific.

The tool's price is okay and in line with other products, maybe even cheaper than some products. There have been some changes in the pricing models in the last few years, so it is bound to change, but right now, it is okay. My company is quite satisfied with the price.

My company is not planning to switch to another tool from ManageEngine ServiceDesk Plus. We are sure that we will use it for a few years, then see what needs to be done.

The self-service portal enhances our company's user experience. I would say that the tool is comprehensive. It is quite easy to manage it or to tune it for specific users.

Integrating the tool with our existing systems wasn't a big problem. Our company got some outside help, but it was quite straightforward and not overly complicated.

My company is quite satisfied with the tool's options and features.

I rate the tool an eight out of ten.

We're using ManageEngine ServiceDesk Plus for ticketing, incident management, and change management.

What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support.

I also found the ManageEngine ServiceDesk Plus user interface intuitive and its menus, display, and report creation great.

In any product, there's always room for improvement, and my team is further evaluating which improvements should be added to ManageEngine ServiceDesk Plus or any workaround or features that my team has yet to leverage with, but the file where my team listed the information isn't with me right now.

Customization has room for improvement in ManageEngine ServiceDesk Plus. Currently, it's tricky to customize.

In the next release of the solution, I want the capability to add more fields to the dashboards.

I'm new in the company, so I'm a new user of ManageEngine ServiceDesk Plus. I've been using it for almost two months.

ManageEngine ServiceDesk Plus is stable, and I can even access it off-premises or outside of the office.

ManageEngine ServiceDesk Plus is a scalable solution, so my company was able to add more users and utilize its features.

The technical support for ManageEngine ServiceDesk Plus is good, considering it's partnered with a local company here in the Philippines.

My colleagues previously used ServiceNow before using ManageEngine ServiceDesk Plus. Pricing was the reason the company switched to ManageEngine ServiceDesk Plus.

When I joined the company, ManageEngine ServiceDesk Plus had been set up, so I have no information on how my company set it up.

ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used.

We're evaluating ManageEngine OpManager, ADSS, and 360.

My company uses ManageEngine ServiceDesk Plus and Desktop Central.

In the company, roughly two thousand plus people use ManageEngine ServiceDesk Plus, with less than twenty admins in charge of the maintenance.

My advice if you're planning to implement ManageEngine ServiceDesk Plus is to define the processes for which you want to use it. Next, you must have a dedicated person who will map your processes against the system's capability so that you can leverage or maximize the features offered by ManageEngine ServiceDesk Plus.

My rating for ManageEngine ServiceDesk Plus is eight out of ten. If it was easy to customize, I could give it a ten.

My company is a ManageEngine ServiceDesk Plus customer.

I've been involved in implementation and configuration and all the fine-tuning stuff. It's easy. 

The product helps us a lot in many respects. We have ten branches, and each branch has an average of 300 users. We're talking about 5,000 to 6,000 users across the sites. It would be very difficult if the users had to call and the IT analysts had to receive the calls. That would be a long day and a headache. 

ManageEngine has made our job a lot easier. We can handle the tickets for the users and initiate incident management, problem management, et cetera. Without SDP, we wouldn't be able to do it.

The chat box between the requester and the IT analyst is good. This feature is amazing. It can easily be between the requester and the IT analyst. 

SDP offers good customization for all workflows, which is useful. This one is very helpful in general. 

It's stable. 

We have found the solution to be scalable. 

In terms of support, actually, they take a long time. They need to be faster. They have to work on technical support. This is number one.

The UI for the app needs improvement. ManageEngine SDP hasn't had any changes in three years. There are no major changes in the UI, and other platforms get updated rather often. 

I've been using the solution for almost four years.

The solution is stable. 

I strongly recommend, before migrating or updating to any version, to make sure that your SQL database has no alerts or warnings or any kind. That could be an issue. Also, the path for the program needs to be excluded from the antivirus.

The solution is scalable. It can adapt based on your business, on workflow.

In our company, across all the IT teams, and we're talking about a three-tier system with network and onsite support, we have almost 50 to 60 people.

We may scale another ManageEngine solution in the future.

Technical support needs to be faster and more responsive. 

Neutral

We have used AD Manager and the AD Audit as well.

We had three people managing the deployment and maintenance aspects of the solution. 

We have seen a return on investment. We have seen how the users have grown in their IT background and knowledge. There is a return on investment in many aspects.

I can't speak to the exact cost of the solution. 

I'm using the current version of the solution. 

I would recommend users design the product very well at the outset. They have to make sure that the database is installed correctly, and the Windows server and the Windows server for SQL both should be on the current version and matched to avoid any troubles. This is very important.

I'd rate the solution seven out of ten.

My primary use of the solution is not hands-on. I'm the architect. I was involved with getting the architecture going, getting the systems up and running. I've also got insights into the configuration. I'm not working with it on a day-to-day basis.

The product has been valuable and is working for us, looking from the angle of dealing with vendors, the AIOps space, as well as the SOC side of things. 

Cost-wise, we're quite happy. 

We engage with customers or vendors from Europe looking at AIOps products as well as SOC, and one downside to the solution is there are no native integrations between the systems. We're not even aware of any. This is a bit of a concern for us.

The problem I'm dealing with is now we have to employ people to do integration coding for us. We would love to have native integration between systems. ScienceLogic, Splunk, and Sumo Logic are three vendors we're considering currently, in a POC, for going forward with the AIOps side of things.

From the SIEM perspective, from the SOC, we're dealing with LogPoint; for SOAR purposes we're using inbound SOAR. None of these systems can natively integrate into ManageEngine. However, all of these systems can integrate into ServiceNow. If we consider the complications in our world, for integration purposes, and the amount of work that needs to be done for all these systems to talk to one another, that's definitely something. If ManageEngine can say, "we're going to help you with this," then we will most likely stick with the product.

ServiceNow can integrate, and there's a silent push towards ServiceNow, which I don't like because I'm quite keen on sticking with ME. ManageEngine should improve to help us to integrate the systems.

Then there's a customization level that needs to be done from our end, and it's quite a big concern. We're basically putting together all systems and software packages. 

I have been using the solution since we implemented it about a year and a half ago. We're still onboarding the rest of our clients. From an MSP perspective, we're managing multiple clients.

I would rate the solution a nine out of ten. There's no problem with the software. I'm happy with what we can do with the system. I think the biggest concern for my industry is really a case of integrations between outside parties.

You can integrate OpManager with ServiceDesk Plus, which allows you to automatically assign tickets to the appropriate technician, non-technician, or other staff members within any department. This integration ensures a seamless workflow, providing a comprehensive solution through ServiceDesk Plus with a well-rounded ecosystem.

It offers robust project management capabilities. You can create projects, define staging environments, and set rules and regulations according to organizational standards. You can establish a hierarchical approval process where designated groups or governing bodies review specific stages. Projects follow a structured workflow, with approvals and oversight managed effectively through the project management tool.

It allows for customization of dashboards based on individual user needs. You can set up different dashboard views for each user, tailored to their requirements. For example, one user might need access to network system data, while another may require different information. Each user can have a personalized dashboard that displays the relevant data they need to perform their tasks effectively.

New features may be introduced as add-ons, which could require additional payments from users to access these new functionalities.

I have been using ManageEngine ServiceDesk Plus for six months.

Installing and running ServiceDesk Plus is straightforward for someone with IT skills, such as a graduate working in the IT department. However, it's important to pay attention to security features. Sensitive data should be protected and not exposed to unauthorized team members. Ensuring that the right individuals handle the system's installation, configuration, and management is crucial to maintaining security and proper access controls.

It takes 20 minutes to complete.

You will enable two-factor authentication, configure email functions, set up dashboards, and manage credentials. Additionally, you will gather details, scan the infrastructure, and integrate other software tools, such as Jira, with ServiceDesk Plus. The installation time will vary depending on your network and specific requirements.

Overall, I rate the solution an eight out of ten.

We use the product as an IT service desk and ticketing. 

The tool's most valuable feature is task creation. The tickets get timestamps of key points in the ticket lifecycle as well. 

ManageEngine ServiceDesk Plus changes need to be done in the production environment directly. There is no facility to make changes in the DEV environment and then move the changes to PROD. 

I have been working with the product since 2019. 

The solution is stable. 

ManageEngine ServiceDesk Plus is scalable. 

ManageEngine ServiceDesk Plus' support is good. 

Neutral

The tool's deployment is easy. We have five resources to help with the deployment. 

ManageEngine ServiceDesk Plus' pricing is reasonable. 

I rate the tool a seven out of ten. 

In our company, we use this solution on a daily basis as an administration application for reporting, where you can assign incident tickets or trade tickets and the relevant department uses it for follow up on problems or changes that have occurred.

I use it to create reports that show our teams where the issues are, what's going well, and what can be improved. My colleagues use it from a workflow perspective.

We have different organizations with a centralized help desk that will lock calls into groups of 20 or 30 people. We have a team that builds and customizes it and then we have all kinds of managers that pull out reports.

Finally, we have numerous end-users working on their own products. We also have external parties that provide services that use this application to work on incident problems and changes.

Previously, when we had incidents, we couldn't discover where the bug was coming from. Now, if we have an incident, we attach it to an application, and when we look at the application, we know the specific development machine, and we know that it's on specific hardware, as well as where this hardware is located on a specific data center. We know everything about the network connection, so it's easier to find issues. We now have good visibility of our entire information system.

When we change something in production, somewhere, we now can easily understand the risks we are taking. We know if this application is dependent on another. The visibility, the risk, and whether we want to do the change during the day, or overnight, for example, becomes very clear.

The CMDB and the database of assets that we are using are the most valuable features. After that, we really enjoy the incident management and change management features.

The solution offers a lot of opportunities for integrations. We can integrate with Slack,
Azure, all the API alternatives, etc. There's a lot of integration modules provided.

The solution is quite extensive, and I’ve only used the sections related to project management. I’m not sure if it was lacking any features. For me, it had everything I needed. I’ve never experienced any technical issues at all.

The only issue for us is the pricing, which is quite high in comparison with the competition.

The timing reporting module, and how it's used is a bit difficult to understand.

Everything related to project management is quite extensive and it needs to be simplified. At first, our users didn't want to use it, because it seemed a bit complex.

I've been using this solution for a few years.