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.

We are using it for logging all the cases. We use it to track all the efforts, ensure that all requirements are met, tickets are recorded, and the work is being done by the respective teams.

Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus.

Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly.

It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.

It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians.

For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. 

For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different. 

I have been using ManageEngine ServiceDesk Plus for the last six to seven years.

It is very stable.

It is very scalable. We have added a lot of additional modules after getting it installed. It didn't take time to add these features. There was also no change in overall features. Therefore, it is scalable. We have added more licenses and users to it, and it is working as expected. I have 4,000 users and 250 technicians.

They are very good. The response that I get from the ManageEngine support is one of the things because of which I would like to go for all ManageEngine tools. Their response is good. If I compare with any other similar tool, I am pretty sure it would take two to three days to reach them, but with ManageEngine, I get a response within the same day, and sometimes, the resolution is also provided on the same day.

The initial setup was very straightforward. Our team didn't find it hard to install it. Its graphical user interface is so easy, and it is very easy to implement this device. 

Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders.

I would very much recommend this solution. Everybody can go for it. It is a very easy tool. It is easy for the technicians as well as for end users. It is the best solution. 

I would rate ManageEngine ServiceDesk Plus a nine out of ten because there is still room for improvement.

We have an application that we support. Any challenge that we find in the application we report in ManageEngine ServiceDesk Plus and then we get it resolved by escalating to the vendor where necessary (The vendor manages the system infrastructure.)

ManageEngine ServiceDesk Plus has improved the IT standards with regards to the adherence of Service Level Agreements with the vendor. It's enabled the organization keep track of major incidents which affected the operations of the organization while measuring the performance of the vendor.

The features that I have found most valuable are the reporting module and how we configure the SLA.

Also, ManageEngine is flexible and user-friendly. Creating a ticket is quite easy. So is configuring SLAs and generating reports. It is straightforward to use.

I think the knowledge base management component could be improved a little bit. 

Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful.

I have been using ManageEngine ServiceDesk Plus for nine years.

It's the core reporting tool (for incidents and problems) for the organization that I am with.

In terms of the stability, the application is much more dependent on our availability of our network.

We are looking at options; whether to procure the new versions of ManageEngine or to look at other products like System Center Service Manager or ServiceNow and the rest. We haven't been able to scale to the newer versions. We've been using just the same version for so many years. 

We are now looking at testing and reviewing other products out there before we actually do the procurement.

Our workforce is more than five thousand (5000+).

As I said earlier, it is the vendor that manages the infrastructure and we are trying to change that. Going forward, the deployment as well as the infrastructure would be championed by our organization.

We maintained three (3) levels of support for incident escalations. The second (technical support) and third levels (application/database) of support were provided by vendor. That came with its challenges.

The initial setup wasn't complex; we contracted a vendor for the setup.

We implemented through a vendor.

Level of expertise rating:

On a scale of 1 to 10 (with 10 being excellent), I would rate them 7. 

Because I haven't been fortunate to see the upgrades of ManageEngine, I can only speak to what I already know, and that is, if there is any ITSM tool that I would want to use for any IT company I would definitely recommend ManageEngine, but that is what I'm used to.

Even though I haven't been able to test other products and I've used a very old version of ManageEngine, I still think it met our requirements and that it has everything that we need to work as an IT department. I'd definitely recommend ManageEngine ServiceDesk Plus.

On a scale of one to ten, I would give ManageEngine ServiceDesk Plus an eight.

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.

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.

Valuable features include ITIL integration, main ITIL processes on real applications, ease of use, and customizability.

Our experience with the product is as follows:

• Initial deployment and additional customization with logical application: Reliable.
• Consistent on results and data management: Highly sufficient.
• Possibility to adapt to our business reality.
• Purchase order control, parametrization, and business rules allow personalized customization of this module to have great control.
• Integration to third-party applications (monitoring and reporting).
• Stability, (no bugs or blocks in SQL integration), is fundamental for our environment.
• Versatile administration: Powerful and simple methods of administration.
• Project Management integration: Integrates ICT project management to our IT business reality.

We outsourced most of our IT services. Having this application for support to replace the benefits of full control for implementing a delivery service, gives us the confidence to implement a CSI from the very beginning.

Request management is not clearly separated form incident management. The conditions to customize this could be tricky and unique for our organization.

To clarify this concept:

We develop two different processes based on ITIL models for reporting cases or taking request from users :

- Request fulfilment

- Incident Management

These two cases are the main inputs to the system, SD+ has a generic name for incidents and requests and we had to do an internal agreement to differentiate request from incidents, at the moment to see the “request” ( names assigned by SD+ ) given also to incidents, it causes a small confutation to the new service delivery agents.

This should be clearly defined or leave the option to the users to create request at the level of incidents in two different categories. No we have new incidents with categories of Request of Information or requested for other aspects. ( this is something that we considered not a good element)

We have been using the product for about four years.

We have had only one small issue that was corrected with an update.

We had no scalability issues as we grew with the tool from zero cases to reaching almost 1000 cases in a relatively short period time. Our experience with this product is good.

I would give technical support a rating of 8/10. Some questions were attended to by their main office. We did not have to contact local support for additional services apart from common queries and questions.

We used Cherwell and CA Service desk.

Implementation was a bit heavy in terms of customization, but based on a well-structured ITIL processes, it was manageable. Importing and integration to SCCM and AD made the integration to our IT environment simpler.

It is cost effective and well-balanced in benefits.

We evaluated Cherwell, CA Helpdesk, and Atlassian SD.

Give them the chance to implement a demo and put in a short amount of time for practice to see how easy and effective the solution is.

The valuable feature is seamless integration with other modules such as asset management, GRC, File/Active Directory Audit, and Event Log Analyzer (SIEM).

ServiceDesk Plus is a game changer in turning IT teams from performing daily fire-fighting tasks to delivering awesome customer service. It provides great visibility.

It has helped in centralizing, consolidating, optimizing, and improving governance and compliance requirements.

Some of the features which are currently available in the cloud version can be made available with the on-premise editions. There is also integration with chat and VOIP functionality.

We have been using this solution since 2014.

We did the deployment by ourselves. Very good documentation is available.

The application is stable and there have been no issues. We are working with a single instance. If required, we can plan and implement a dual instance with high availability options.

There have been no scalability issues.

I would give customer service a rating of 7/10.

I would give technical support a rating of 8/10.

We used open source software previously. We moved to this solution because it helped automate, integrate, monitor, and measure performance of all IT assets and resources. We have moved from being reactive to proactive.

Installation is easy, but it requires a good system administrator to configure and enable all the features and functionalities. Online support also helped us fix the issues.

We used an in-house team for the implementation.

The ROI can be tangible/non-tangible. It will differ based on the organizations involved and their various business requirements.

Do a cost-benefit analysis of the on-premise, perpetual license and subscription and finalize it.

We evaluated HappyFox.

Go through the features and functionalities offered in this product. Prepare a roadmap for the implementation. "BIG BANG" will not work. You will have to roll-out the solution in phases.

ManageEngine ServiceDesk Plus is primarily used for service desk ticketing and instant management.

The workflow automation is the most valuable feature of this solution.

If you approve something, it automatically goes to the next person for approval.

It's quite good. 

It's quite intuitive.

The interface is not the best. The user interface could be more intuitive.

I have been working with ManageEngine ServiceDesk Plus for a few years.

I believe that we are working with the most recent version.

ManageEngine ServiceDesk Plus is a very stable solution.

ManageEngine ServiceDesk Plus is very scalable.

We have 40 users in our company.

Technical support is good. We have received very good support from them.

It was fairly easy to set up.

Pricing can always be improved and made more affordable.

I'm not involved in the pricing.

Consider it seriously, because I know we looked at ServiceNow, and ServiceNow was significantly more expensive. However, I do not believe the price is justified for our size organization. I believe it is one of those tools that provide excellent value for money.

I would rate ManageEngine ServiceDesk Plus a nine out of ten.