ManageEngine ServiceDesk Plus Reviews

This is available on mobile and it is on the server, which helps us in management.

The management of this application is good.

I would like to improve the task management module and analytics.

I have been working with this solution for four years.

It is a stable solution. I rate the stability a nine out of ten. 

It is a scalable solution. I rate the scalability a seven out of ten. 

The technical support is good and helpful.

Positive

The initial setup is straightforward. It takes two to three hours to install the server.

It is not an expensive solution.

I would recommend it to others, and rate it a seven out of ten overall.

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 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 use it as a daily ticketing system for IT, in-house and on hardware.

Overall this is an easy and convenient solution to use.

We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy. 

I have been using this solution for nine years. 

We have experienced some issues with stability which are temporarily fixed when updating to the latest version of the solution. 

We have 20 to 25 technicians using this system. 

The support for this product could be improved. Their engineers have not yet solved some of our issues. 

Neutral

The initial setup was straightforward. 

The implementation was done in-house. 

We have an annual license which we renew each year. 

I would rate this solution an eight 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.

Ticket logging, ability to customize as per the organisation's needs.

We have been able to track issues, get metrics of the technical staff.

Automation.

12 months.

Unable to use SQL Server during installation, as the software defaults to PostgreSQL. Unable to use AD account to administer the setup.

We had issues wherein the software stopped working. We had to re-install the software and configure again. We were unable to import the old data into the new installation.

Ours is a small setup with just three technicians, so scalability is not much of an issue.

We are using the free version and there is no customer service with it.

Straightforward.

We implemented and customized it in-house.

Yes. We tried Atlassian JIRA.

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.

ServiceDesk Plus is good to support internal IT help desk systems, external customer support systems, and request management within the company. 

ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but also users' requests. We started by using the free version (limited technicians), and now we use the professional edition with the asset management functions.

• Request management
• SLAs
• Business site

We not only handle tickets, but also requests from many departments. All are easy to manage.

For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates.

no

We handle a lot of users, and it's still stable

easy to contact

We used open source ticketing, with limitation and need to enhance, so we migrate to servicedesk plus

no, very simple

inhouse team

2 years

we implement the on premise servicedesk plus because it's affordable