ManageEngine ServiceDesk Plus Reviews

We are a system integrator, and we have been dealing with all versions of this product. We have seen its development from the beginning when it was a plain ticketing solution. We have tried all the flavors of ManageEngine ServiceDesk Plus, and we have on-premises and cloud deployments of this solution.

Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly.

In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances.

Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box.

A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments.

In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement.

We have been dealing with ManageEngine ServiceDesk Plus for seven years.

Starting with 9.4 builds, this product is relatively stable.

It is scalable. It is just the license. You just have to apply the license, and you are ready to go.

They need to be more reactive. They play around the bush to get some time to provide you a proper solution. They are majorly focused on the response time. They will respond immediately, but the response is very absurd. They are not focused on the resolution time, which is a gray area for managing support.

It is quite easy to set up this product. Deployment duration varies based upon the requirements. An average deployment duration varies from one month to six months, but if you add certain parameters to it and the customer needs to go through all the ideal compliance processes, it would take much more time. However, most of the time, we provide a kind of consultation for the customer about how to set up incident management and incident response and how to build up the service catalog. Usually, system integrators don't do that, in which case, it can take quite some time.

I would highly recommend customers to go with ManageEngine ServiceDesk Plus. However, it depends upon the end-user requirement. If the requirement is for more graphic designing or customized dashboards, or they want to build a big customized login screen GUI, it might not be the solution. If the requirement is focused on ideal processes, like a ticketing solution, they can go with Service Desk Plus.

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

In our company, we use this solution on a daily basis as an administration application for reporting, where you can assign incident tickets or trade tickets and the relevant department uses it for follow up on problems or changes that have occurred.

I use it to create reports that show our teams where the issues are, what's going well, and what can be improved. My colleagues use it from a workflow perspective.

We have different organizations with a centralized help desk that will lock calls into groups of 20 or 30 people. We have a team that builds and customizes it and then we have all kinds of managers that pull out reports.

Finally, we have numerous end-users working on their own products. We also have external parties that provide services that use this application to work on incident problems and changes.

Previously, when we had incidents, we couldn't discover where the bug was coming from. Now, if we have an incident, we attach it to an application, and when we look at the application, we know the specific development machine, and we know that it's on specific hardware, as well as where this hardware is located on a specific data center. We know everything about the network connection, so it's easier to find issues. We now have good visibility of our entire information system.

When we change something in production, somewhere, we now can easily understand the risks we are taking. We know if this application is dependent on another. The visibility, the risk, and whether we want to do the change during the day, or overnight, for example, becomes very clear.

The CMDB and the database of assets that we are using are the most valuable features. After that, we really enjoy the incident management and change management features.

The solution offers a lot of opportunities for integrations. We can integrate with Slack,
Azure, all the API alternatives, etc. There's a lot of integration modules provided.

The solution is quite extensive, and I’ve only used the sections related to project management. I’m not sure if it was lacking any features. For me, it had everything I needed. I’ve never experienced any technical issues at all.

The only issue for us is the pricing, which is quite high in comparison with the competition.

The timing reporting module, and how it's used is a bit difficult to understand.

Everything related to project management is quite extensive and it needs to be simplified. At first, our users didn't want to use it, because it seemed a bit complex.

I've been using this solution for a few years.

This product is our helpdesk solution and we use it for call logging and management.

The most valuable feature is its ease of use.

The documentation could be improved.

We have been using ServiceDesk Plus for almost one year.

This is a stable product.

I have not been in contact with technical support, although my understanding is that it is fine and we are satisfied with it.

In summary, this is a good product and I recommend it.

I would rate this solution an eight out of ten.

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.

We use the solution for asset management and for ticketing. We use it as a support solution.

The solution allows you to solve certain problems by categorizing the technicality of the problem and to prioritize critical issues. The solution can provide an overview to show which issues are cropping up the most in order to ensure the most important issues are dealt with expediently. It's saved us a lot of time and effort. 

The reporting feature of the solution is very good for asset management and also for the performance of our organization.

When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated. It even has a calendar, and a backup available on the application.

At first, the interface is not so easy to use and it's a bit complicated, but you do get used to it over time.

We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off or has something to perform. This is a great feature. I'd like to see things like that added to the solution.

The solution is pretty stable.

The solution is scalable. So far, we've scaled up to 500 users, and we plan to scale up even more over time. 

Technical support is very responsive. During some updates, we had a few small issues and they fixed them for us.

We did not previously use a different solution. We used to use an excel spreadsheet to manually track issues.

The implementation was straightforward. However, they provide a manual that's very big and you have to go through everything by yourself to get used to it. Once you absorb the information it's fine and it's not so complicated. You just need two or three people to deploy the solution.

We deployed the solution ourselves.

We have yet to see an ROI because we are just a new business, but we do expect to see it in the future.

We are on a yearly subscription and use the on-premises deployment model of the solution.

For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year.

We don't pay any costs beyond the standard licensing fee. You might add on if you have more assets, for example, an operation number. They do have features where you might need to add extra fees above your standard cost.

We did not evaluate other options. I used this very solution about ten years ago at another company and returned to it because I liked its functionality.

I would advise those adopting the solution document their configuration because it makes it easier.

I would rate the solution 8.5 out of ten. With a simpler configuration, I would rate it a bit higher.

We use this solution for our help desk, and for change management.

This solution has provided a way to manage request tracking and resolution.

The most valuable feature is the tracking of service requests.

Improvement is needed in the Software Assets Management functionality.

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.

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.