ManageEngine ServiceDesk Plus Reviews

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.

The service delivery could be improved.

We have been using this solution for about five years.

It is good, and it meets our needs. It ensures the tracking of all costs for end-user issues. It allows us to generate reports and location demands and make our forecasts over a period of time. We can analyze incident calls and the time it takes to resolve every call or every incident.

It is scalable.

I rate the technical support a ten out of ten. We have contacted them and have annual license renewals and maintenance agreements with the service provider.

Positive

It was easy to set up.

It's a good product. It serves the end need of the customer and I rate it a seven out of ten. We haven't completed a comparative analysis for deliverability, availability or usability, but ManageEngine ServiceDesk Plus is good. 

Regarding advice, there are so many variables involved. I would recommend it to anybody at any time especially foe the support level for the end users. It's scalable, it's user-friendly and easy to understand. You can configure it to suit your specific needs.

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. 

I am using ManageEngine ServiceDesk Plus mainly for ticketing.

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

ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization.

I have been using ManageEngine ServiceDesk Plus for approximately two years.

ManageEngine ServiceDesk Plus is a stable solution.

ManageEngine ServiceDesk Plus is a scalable solution.

We have 200 users using the solution in the free edition.

I have not used the support from ManageEngine ServiceDesk Plus. Whenever there is any problem then I search online. We have not had an issue that we would need to contact support. We have found that the documentation online is 90 percent efficient.

The initial setup of ManageEngine ServiceDesk Plus is very easy.

I rate the initial setup of ManageEngine ServiceDesk Plus a four out of five.

I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional. 

When comparing ManageEngine ServiceDesk Plus to other solutions it is much easier to operate, manage, create users, and design incident tickets. Overall, everything is very easy.

I recommend this solution to others. It is important to know the port number they will be using before they proceed.

I rate ManageEngine ServiceDesk Plus an eight out of ten.

We use it for incident management mostly, though we also try to use it for problem management, but most of the time we use it for managing and resolving incidents.

The most valuable feature for me is the ability to make workflows. We haven't experienced that whole functionality, because I'm based in Lima, Peru, while our headquarters is in Colombia, where the administration of this solution is handled. We have not been customizing this tool here in Lima, but the workflow is very important. Other features that are also important include configuration management (configuration management database) and the knowledge base (recorded solutions function).

I like this solution's interface because it's user-friendly and works well on the cloud.

This solution is good because it's on the cloud, so customers are told ahead of time if there's scheduled maintenance. We receive emails prior to the maintenance period.

The additional feature I'd like to see in the next release is related to self-service on the user side. I have this new environment of users at home and making them independent would be a good point to enforce. Improving the knowledge base also goes along with that.

I've been using it for approximately one year.

I find this solution stable.

The scalability of this solution is good.

I haven't had the chance to contact technical support. Maybe the person in our Colombia headquarters who worked with the reseller was able to contact support, but I'm not sure if the support was from the reseller or from the ManageEngine ServiceDesk Plus support team.

The setup was easy. It's common to have some mistakes for all tools. Loading your users and loading your configuration items were not difficult.

This was managed by our Colombia headquarters, but I can tell by the communication we received that deployment was through a third party: the reseller.

We deployed this solution on the cloud.

For pricing, I'm not on the negotiation team. We only received the product. Our headquarters in Colombia bought all the licenses. I can't tell you whether it's cheap, or whether it's expensive, or the cost-benefit. I have no information about that.

I can't tell you an area or room for improvement, though it's a good question because we only use one or two in asset management and operations management. We haven't tried it in other departments or areas. For example, I don't know if it works well for managing and monitoring service-level agreements. I can't tell you exactly based on my experience with this solution.

Deployment of this solution took no longer than two days.

The number of people using this solution, for our technical operators it's a group of 10, while the users in our database are more than 150. I was only thinking about the number of users in my country, here in Peru, but the total number of users is approximately 400 users, because we use it in Chile and Colombia, aside from Peru. In all of the three countries, all of our users use the same solution. In terms of increasing the usage, maybe in some other models, but in-licenses, I'm sure because we are covering all the users in the three countries.

My advice to people thinking of implementing this product: It's a good product. We found good experiences and reviews about it on the internet, in terms of how easy it is to use and its quality. I will tell people that it's a good product to try. I have also tried other tools, but this product makes a difference. It's a good one. It's the best one for me.

My rating for this solution is a nine out of ten.