ManageEngine ServiceDesk Plus Reviews

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.

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.

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.

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.

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

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.

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.

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

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

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

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.

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.

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.

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

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.

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. 

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.

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

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.

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.

We use ManageEngine ServiceDesk Plus for all helpdesk, MDM solutions, ITSM, and more.

I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations.

Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all.

We have been using ManageEngine ServiceDesk Plus for about six months.

ManageEngine ServiceDesk Plus is stable. 

ManageEngine ServiceDesk Plus is scalable.

We were unhappy with BlackBerry as they are not able to provide service properly and don't have a service center here in India. That's why we switched over to ManageEngine ServiceDesk Plus.

ManageEngine ServiceDesk Plus' price is very reasonable. 

I would recommend this product, but this is not a 100% recommendation. I would advise potential users to compare it with other products. We compared this product to others about a year ago, and maybe we have new products now which are more advanced.

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

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.