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AVP - ICT IT Operations at Maxicare Healthcare Corporation
Real User
Reasonably priced, stable, and scalable, and helps us monitor all requests within the team
Pros and Cons
  • "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."
  • "Customization has room for improvement in ManageEngine ServiceDesk Plus."

What is our primary use case?

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

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

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.

Buyer's Guide
ManageEngine ServiceDesk Plus
February 2025
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: February 2025.
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What do I think about the stability of the solution?

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

What do I think about the scalability of the solution?

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

How are customer service and support?

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

Which solution did I use previously and why did I switch?

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

How was the initial setup?

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

What's my experience with pricing, setup cost, and licensing?

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

Which other solutions did I evaluate?

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

What other advice do I have?

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.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Manager Advisory at iOCO
Real User
Valuable product for AIOps and SOC
Pros and Cons
  • "There's no problem with the software."
  • "There's no native integrations between the systems."

What is our primary use case?

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.

What is most valuable?

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. 

What needs improvement?

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. 

For how long have I used the solution?

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.

What other advice do I have?

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.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
ManageEngine ServiceDesk Plus
February 2025
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: February 2025.
841,004 professionals have used our research since 2012.
Fredric Tarcelo - PeerSpot reviewer
Delivery Executive at Infopro Busineness Solutions Inc.
Real User
Top 10
An IT service desk that needs to incorporate local touch in support
Pros and Cons
  • "The tool's most valuable feature is task creation. The tickets get timestamps as well."
  • "ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."

What is our primary use case?

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

What is most valuable?

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

What needs improvement?

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. 

For how long have I used the solution?

I have been working with the product since 2019. 

What do I think about the stability of the solution?

The solution is stable. 

What do I think about the scalability of the solution?

How are customer service and support?

ManageEngine ServiceDesk Plus' support is good. 

How would you rate customer service and support?

Neutral

How was the initial setup?

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

What's my experience with pricing, setup cost, and licensing?

ManageEngine ServiceDesk Plus' pricing is reasonable. 

What other advice do I have?

I rate the tool a seven out of ten. 

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
ArunKumar1 - PeerSpot reviewer
IT Administrator at a healthcare company with 51-200 employees
Real User
Beneficial ticket management, easy to use, and helpful documentation
Pros and Cons
  • "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."

What is our primary use case?

I am using ManageEngine ServiceDesk Plus mainly for ticketing.

What is most valuable?

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

What needs improvement?

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.

For how long have I used the solution?

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

What do I think about the stability of the solution?

ManageEngine ServiceDesk Plus is a stable solution.

What do I think about the scalability of the solution?

ManageEngine ServiceDesk Plus is a scalable solution.

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

How are customer service and support?

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.

How was the initial setup?

The initial setup of ManageEngine ServiceDesk Plus is very easy.

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

What's my experience with pricing, setup cost, and licensing?

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

Which other solutions did I evaluate?

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.

What other advice do I have?

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.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
PeerSpot user
Systems Analyst at Bismarck
Real User
Affordable, easy to use, and provides a wide array of modules within one application.
Pros and Cons
  • "Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
  • "As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."

What is most valuable?

Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that. 

It has a lot of modules, such as change management, project management, and all these are combined into one portal. So, we can manage projects from the same system, and we can do also change management, which is ITIL aligned.

Its pricing model makes it more affordable as compared to a lot of systems out there. So, it is affordable, and it also has the best service.

What needs improvement?

As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker.

For how long have I used the solution?

I have been using this solution for around six years. I have been using it since 2015.

What do I think about the stability of the solution?

Based on my experience, it is mostly available. So far, we haven't found any bugs in the system. ManageEngine is always giving updates and upgrades for any bugs or issues.

We have a tool for monitoring the 24/7 availability of the product or site. Most of the outages that take place in a month are not because of the system itself. They happen because the people who do the upgrade in the back office didn't notify us in time. This unpreparedness affects the availability of the system.

How was the initial setup?

It is straightforward. There is detailed documentation that you can refer to while setting it up. You need to prepare the environment as per the specifications in the documentation. If you prepare your environment and meet the prerequisites, you can easily install it.

What's my experience with pricing, setup cost, and licensing?

As compared to a lot of systems out there, it is more affordable.

What other advice do I have?

I would rate ManageEngine ServiceDesk Plus a nine out of 10. It is perfect, but there is always room for improvement.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
IT Engineer at arkas egypt
Real User
A Valuable Customer Service Managment Solution for Companies of Scale
Pros and Cons
  • "This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
  • "When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."

What is our primary use case?

Our primary use case for ManageEngine ServiceDesk Plus is to service our internal employees with in our company. We're continually optimizing this solution.

How has it helped my organization?

This solution has helped a lot by freeing up valuable time, allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption.

What is most valuable?

The most valuable features are the ticketing system and ticket handling features. I place a lot of value in our solutions centers. The solutions center functions as a troubleshooting hub as well as a problem-solving assistant. Finally, the remote desktop support service is of great value as they are very prompt and efficient.

What needs improvement?

When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved.

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

The solution is quite stable. No issues so far. In reference to the downtime, we're hosting on our client's premises.

What do I think about the scalability of the solution?

The only thing I would change regarding the scalability would have to be the capacity. We need to use a different database to manage more than 1,000 employees.

How are customer service and technical support?

Technical support has been very good. They respond on the same day, and if the issue persists they are agile and responsive in their dealings concerning ongoing support. For example, they offer remote assistance; they can debug the issue remotely. 

Which solution did I use previously and why did I switch?

We didn't have a previous solution. Before this, we used traditional email messaging and placing phone calls. When our user base increased significantly we started to think about investing in ticketing, or a service desk management solution.

Which other solutions did I evaluate?

We evaluated other providers. We had a short list which included SysAid, and Freshservice. 

What other advice do I have?

I rate this solution a solid 7.5 out of ten since the tool comes with different modules. Albeit some of these modules, including exit management module, need some improvements. But regarding the ticketing as a stand-alone, it's pretty good. But the other modules need improvement.

I recommend this tool for anyone thinking of implementing enterprise IT management software for their service management, operations management, active directory, and security needs. The tool offers the ability to manage different employee groups along with the option of providing other services for different company structures.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
PeerSpot user
Network Manager / Senior Network Engineer at Warnock, Tanner & Associates
Real User
I use it in a Fortune 1000 company to show physical topologies of software to hardware relationships. It helps eliminate confusion of what hardware/software/users are impacted in DR or maintenance.

Valuable Features

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

Improvements to My Organization

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.

Room for Improvement

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.

Use of Solution

I've used it for 1 year.

Deployment Issues

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

Stability Issues

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

Scalability Issues

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.

Customer Service and Technical Support

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.

Implementation Team

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

Other Solutions Considered

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.

Other Advice

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.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Mohamed Wanas - PeerSpot reviewer
NOC Service Desk Team Lead at MORO
Real User
Top 10
A scalable solution that provides change management, but its reporting could be improved
Pros and Cons
  • "The most valuable feature of ManageEngine ServiceDesk Plus is change management."
  • "The solution’s reporting could be improved."

What is most valuable?

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

What needs improvement?

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

For how long have I used the solution?

I have been using ManageEngine ServiceDesk Plus for five years.

What do I think about the stability of the solution?

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.

What do I think about the scalability of the solution?

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

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

How are customer service and support?

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.

How would you rate customer service and support?

Neutral

Which solution did I use previously and why did I switch?

I have previously used ServiceNow and Jira.

How was the initial setup?

The solution’s initial setup is not very complicated.

What's my experience with pricing, setup cost, and licensing?

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.

What other advice do I have?

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.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Download our free ManageEngine ServiceDesk Plus Report and get advice and tips from experienced pros sharing their opinions.
Updated: February 2025
Buyer's Guide
Download our free ManageEngine ServiceDesk Plus Report and get advice and tips from experienced pros sharing their opinions.