ManageEngine ServiceDesk Plus Reviews

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.

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.

The most valuable feature of ManageEngine ServiceDesk Plus is change management.

The solution’s reporting could be improved. The solution's integration with other tools is not straightforward.

I have been using ManageEngine ServiceDesk Plus for five years.

We have faced some bugs with the solution. Sometimes, the system goes down for unknown reasons.

I rate the solution a six or seven out of ten for stability.

More than 100 users use the solution daily in our organization.

I rate the solution an eight out of ten for scalability.

Since we are not their premium customers, they don't answer our concerns quickly. It takes some time to get answers from the technical support team.

Neutral

I have previously used ServiceNow and Jira.

The solution’s initial setup is not very complicated.

The solution's pricing is good compared to other products.

On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten.

ManageEngine ServiceDesk Plus is a very good tool that has improved our IT support workflow. I rate the solution a six out of ten for the customization and scalability of our business needs.

Overall, I rate ManageEngine ServiceDesk Plus a seven out of ten.

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. 

I use this solution as a support engineer in the IT department. I provide services for my colleagues inside the company.

It is used to improve communications between other departments and to build more ITL servers for business processes in our IT department.

I like how it can be integrated and expanded with other ManageEngine products.

ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version.

I would like to see the new trends and new technology in the IT department and in the industry implemented quickly.

I have been working with ManageEngine ServiceDesk Plus for approximately four and a half years.

ManageEngine ServiceDesk Plus is stable. We have not had any issues or experienced any crashes.

It's a scalable solution. It scales well with other software products, which is something that is very useful in the IT department.

Response time for level two and level three questions is very fast.

For level one, they provide all of the necessary information. There is no need to ask for technical support.

I'm familiar with HelpDesk, and ITSM Solutions. 

My previous position was as a support technical engineer. I understand the benefits of this solution and the importance of the support engineering team.

The initial setup is straightforward.

Any technical expert can easily use it.

It is cheaper than the competitors.

Before implementing or deciding to implement any new software, you must understand the results you will achieve. From that, you will choose the right product.

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

I'm currently using ServiceDesk Plus for lifeCycle management and inventory relationships with the CMDB.

I use ServiceDesk Plus in a Fortune 1000 company to show physical topologies of software to hardware relationships. With so many applications living on so many servers and with databases housing data for multiple applications, it is difficult to trace and understand the relationship between them. ServiceDesk Plus helps eliminate confusion of what hardware/software/users are impacted during a DR or scheduled maintenance.

The search feature is hidden and limited to specific categories of assets. When searching for an asset, you need to know the category in which it exits. If it was not scanned properly and it was not categorized correctly, you will need to scan the asset from all CI types. And when that is done, you lose the action menu for the asset. However, once you discover what category the asset lives in, then you can search that category specifically to enable the actions drop-down menu.

Also, there seems to be a lack of the ability to export assets in the CMDB. A report can be generated but not exported. The only option is to copy the contents of the report on the screen and to paste them into Excel. This is not a good option since it brings along an image for each asset and a hyper link. The application certainly needs a good export.

Change Management and Service Catalog lack any decent customization. You are forced to fit you business needs with the functionality of the product.

Support needs a serious attention. Getting any help is next to impossible.

They do not flow together very well. The product feels like many different solutions packed into one.

I've used it for 1 year.

I did not deploy this product as it was already deployed by the company I am consulting for.

We've had no issues with stability at this time, but I have only worked with it for a short period of time.

I've used the product across multiple countries, several plants, and corporate offices for a Fortune 1000 company with no issues. I would say scalability is good.

Technical support has been horrible to deal with. It can take days to return your call if they return it at all. When they finally do work with you on questions or problems they are not much help.

I have found their forums to be a much better place to get questions answered.

The application was installed by the local IT team at the company.

I currently use Spiceworks for our solution and to monitor several other customer sites. This product is a little more robust in the inventory and topology of the assets. If you are looking for a good CMDB, I would choose this product over Spiceworks. However, I have not had a chance to work with the help desk modules of this product and cannot express any comparison to Spiceworks in that regard.

Since my last review I have spent much more time with this product. Although it is an all in one solution for many technologies they do not flow very well together nor is it an Enterprise solution. It does help desk and inventory very well. Other modules such as Change Management and Service Catalog are there but lack good customization to fit your enterprise needs.

ManageEngine is easy to support.

With asset management in ServiceDesk Plus, it's not hard. It's not as robust as Ivanti.

The strength is its pricing. It is easy to use. It is not as complicated as Ivanti. 

In terms of enhancements, additional features for automatic asset discovery would be beneficial. Perhaps the ability to deploy an agent on the network to discover assets automatically.

So, I would like to see potentially more automation features.

Moreover, the reporting is not as good as Ivanti. So, ManageEngine could certainly improve on that.

I have been working with this product for six years now. 

The customer service and support are good. 

Positive

For the most part, it is easy to implement. There might be occasional glitches, but it's generally straightforward.

I've only used the on-premises version of ServiceDesk Plus.

Overall, I would 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.