ManageEngine ServiceDesk Plus Reviews

I like the catalog features and workflow. I also like the knowledge space.

The workflow needs to be improved, along with form design.

It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria.

The scalability could be increased as well.

I've been working with ManageEngine ServiceDesk Plus for almost three years.

There are some glitches with regard to attachments. Sometimes, it crashes when we attach certain files. Otherwise, it's stable.

I think it could be more scalable.

Technical support has been very good.

The initial setup is straightforward and not complex.

We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution.

I would ask those who are considering ManageEngine ServiceDesk Plus to test it to see if it will suit their environment because there are some limitations with regard to custom forms. You can link custom forms, but you cannot build whatever you want because of this issue. 

Also, the workflow can take two or three steps at maximum. It's not like an approval workflow with four or five steps.

On a scale from one to ten, I would rate ManageEngine ServiceDesk Plus at eight.

Our primary use case is a ticket management tool for the end user in my company.

I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB.

Another feature that I'm currently studying is the IT project.

In terms of what can be improved, although the user interface is friendly enough, I struggle finding how the tool operates, how to master using the tool. I think the user interface needs to be improved and needs to be enhanced to be more supportive to users.

I personally have been using ManageEngine ServiceDesk Plus for a few months. However, my team of technicians has two to three years experience working on that tool.

I personally have not had any bugs with this product.

In terms of cost and pricing, I'm not the person who pays for the tool, and I don't know if the price for the tool is fair or unfair. I have no idea about that. But I'm aware that it's quite expensive.

The price could be reduced,

Overall, I can recommend it because it is a very strong tool on the ITS. However, I would also recommend some other tools. For example, Service Now, or other commercial TMS tools.

On a scale from one to 10, I would rate Service Desk Plus a seven.

It's our ticketing tool.

It's very easy to customize the tool to your business needs. 

There are many things. If you are a starter or small or medium-sized business, this tool is very good, but there are a few things that everybody would look forward to such as multi-tenancy and restricting some access but enabling it for a few people. Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets.

In their CMDB or asset module, they don't have an option to mandate unique serial numbers. They don't have a check for unique serial numbers. So, right now, users can enter duplicated information, and I want to prevent this.

We have been using it in our organization for the last two years.

It isn't very stable. Off and on, it has bugs, and that's why they have a lot of releases coming up. You need to keep patching it. I wouldn't say that it's very stable. I would rate it a three out of five in terms of stability.

If I need to scale up, I need to look at other products. This tool is good for small and medium-sized organizations. If I'm growing the customer bases that I have and if I want to link them to the contracts that we have with other service providers to measure SLAs and other things, this is not the tool for it.

We have rolled it out to about 300 people in our organization. About 100 people use it on a daily basis.

Their support is good. 

Positive

It's straightforward. I would rate it a four out of five in terms of ease of setup.

Overall, I would rate it a six out of ten.

This is a very elite and mature ManageEngine product. We are based in Pakistan and I'm the enterprise senior account manager.

The GUI is very good. The edge we get from using ManageEngine is the price and scalability.

ManageEngine currently offers a very basic MDM which I think should be expanded.

I've been using this solution for six years. 

The solution is stable. 

The scalability is good and it upgrades easily. 

The customer support has a slow response time. 

The initial setup is straightforward. 

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.

We primarily use the solution for service request management.

The product is extremely user-friendly. It is easy to build the workflows and electronic forms. We can build it by ourselves. It's great. However, I personally don't use the dashboards.

Feature-wise, the reporting is not quite satisfactory. They could work on improving it in future builds.

The solution, overall, is expensive.

I've been using the solution for less than a year. It really hasn't been that long just yet.

The solution is quite stable. We don't have to deal with bugs or glitches. It doesn't crash or freeze. It's great.

I can't speak to the scaling aspect of the solution. I've never tried to scale it.

We have about 50 users on the solution.

We have local technical support. 

We don't call ManageEngine. Our technical support will relay our question to the ManageEngine support if it comes down to that and they can't find the answers themselves.

I wasn't a part of the initial setup. It's my understanding that it's not too difficult. We have an entire in-house team that does all the deployment and upgrades.

It's not my team or my department who set it up. It's set up by the IT service department.

There's a yearly cost that's based on the number of licenses and the modules that you've purchased. The pricing is a bit high.

We compared this solution only based on our experience of using another change management system, the CA Service Desk Manager.

We're customers. We don't have a business relationship with Manage Engine.

We use the latest version of the solution.

I'd recommend the solution to other organizations.

Overall, I would rate the solution a six out of ten. If the pricing and reporting were better, I would rate it a bit higher.

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.

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.