ManageEngine ServiceDesk Plus Reviews

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.

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.

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.

Our primary use case for this product is providing technical support for our platform. This solution allows us to create the support tickets and forward them to different technical groups for resolution.

This product helps us with tracking customer queries, and managing the issues effectively. The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things. Automatic tracking of the SLAs has also helped us become more efficient.

I have found several features to be quite valuable. The first is the support ticket auto-routing mechanism, where we are able to create business rules that are used to automatically assign the ticket to one of our predefined groups.

Another feature I find valuable is the SLA calculating, where the product is able to apply different rules based on the SLA. You can create your own SLA definitions.

The third feature that I find very useful is the solutions module, where you can create a knowledge base. It is quite helpful when the agent is taking the information directly from the end user. Using this feature, we are able to increase the percentage of cases where the customer can be helped during their initial call.

The main thing that I find lacking in the product is the ability to do custom reporting. They have canned reports, but apart from that, I am unable to define my own reports based on my needs. It requires a lot of external customization.

I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception.

One final issue, on the topic of business rules, is that more can be implemented. I have seen CRM systems over the past twenty years that can do much more than this. For example, you should be able to customize your workflow completely. I would like to draw my own workflow and go with that. Also, I would like to be able to write a custom feature and include it in the workflow. These things are missing from the product.

I would rate the stability of this solution to be very good.

This is a product that will scale up to, a mid-sized organization. I would say one with less than around three or four thousand items, but not more than that.

In terms of the entire architecture, I find it not so robust. It starts misbehaving after approximately five or six hundred concurrent connections. In particular, it demands a huge amount of CPU usage, as well as the other resources.

I found the initial setup to be straightforward and very simple. I would say that anybody who has a little bit of software knowledge, in terms of application installation, could take care of it without worry.

The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc.

An annual maintenance contract is available for an extra cost. There are also consulting services available.  

We considered several solutions including Zendesk, Freshdesk, Freshservice, and ServiceNow. The main advantage we saw in this solution is the auto-routing feature, which was not common at this price point. The product was ranked among the top in the ranking list, and it was also one of the most stable ones when we selected it. Essentially, it had all of the features that we were looking for, which is why we chose it.

In general, it is important that the product quality is in line with the current trends in the industry, and cost-effectiveness is essential.

This is a cost-effective product that meets all of the required, basic needs for the company. The workflow for the ticketing system and the service management systems work well. Apart from that, more customizable workflows, better integration, increased robustness of the knowledge base, and more flexible integration gateways would improve the product.

I would rate this solution six out of ten.

It has resulted in a positive experience to integrate ICT project management to our IT business reality so we value the following features:

• ITIL integration
• main ITIL processes on real application
• easy to use and customize
• initial deployment and additional customization with reliable logical application
• consistently sufficient on results and data management
• possible to adapt to our business reality
• purchase order control
• parametrization and business rules allow personalized customization of this module for great control
• integration to third party applications for monitoring and reporting
• no bugs or blocks in SQL integration
• fundamental for our environment
• versatile, powerful, and simple administration
• project management integration

We had outsourced most of our IT services and to have this application as support together with the benefits of full control for implementing service delivery, gave us the confidence to implement a CSI from the very beginning.

Request management is not clearly separated form incident management and the conditions to customize this are tricky and unique for our organization.

We have been using the solution for four years.

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

Growing with the tool from zero cases to reach almost 1000 cases in a relatively short time, having no issues, reflects our good experience with this product.

I would rate the technical support at 8/10. Some questions were dealt with centrally and it has not been necessary to contact the local support for additional services, apart from common queries and questions.

We used Cherwell and CA Service Desk previously, through an outsourcing company.

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

It is cost effective and well balanced in terms of benefit.

We evaluated Cherwell, CA Help Desk and Atlassian Service Desk.

Give them the chance to implement a demo and put in a short practice and you will see how easy and effective the solution is.

We use it for asset management, system tickets, trouble tickets, project management, software deployment, and remote control.

It has saved us downtime for project upgrades and saved time for the IT team not having to run around and manually install software.

The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users.

There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option.

There are occasionally some bugs with the ticket system. It probably happens about two or three times a day where I'm trying to enter a work log and it will not save it. Normally when you open it, it defaults to your name. But if it doesn't do that, then you have to refresh the screen. So I have to make sure that I copy all the notes that I logged, refresh the screen, then re-enter it all over again.

We have been using ManageEngine ServiceDesk Plus for about five years.

From an IT perspective, we have probably close to 50 people using it - regular help desk users.

It does have ongoing maintenance. Our database administrator is responsible for maintaining it.

It is being used on a daily basis, 24/7, you can't really increase the usage.

I have not used it but from what I understand, their technical support is not that great.

The previous solution we used was outrageously expensive from what I understand.

The company was Computer Associates. I think it was just called ServiceDesk.

I wasn't involved with any of that. I think there are probably four to five people involved. And my guess is it probably took a few months. Gathering all the details, getting servers built, entering in assets.

I assume they have too have an ROI. Being able to track assets a lot better than what they used to. They've probably been able to save quite a bit. Especially saving man power on software deployments and patches and that type of thing.

On a scale of one to ten, I would give ManageEngine ServiceDesk Plus probably about a seven.

I am enjoying the report features, they are quite good.

I expected more features than it has. The flexibility is missing. I was also expecting a different level of configuration and segregation. 

Stability is actually good.

It is scalable, but sometimes there are performance issues.

Technical support is quite good but they are not very quick to respond. It takes time to resolve the ticket.

I was not involved personally with the initial setup but from what I hear, it is not complex.

I was not involved with this part of the decision process.