ManageEngine ServiceDesk Plus Reviews

We install and implement ServiceDesk Plus for various industries, starting from common enterprises up to IT companies running data center services. They are happy to use SDP, even the standard version, with Service Catalog add-ons.

ServiceDesk Plus with Service Catalog and Project Management add-ons are a good place to start for companies wanting to use it. 

Service Catalog and Project Management are awesome features. Customers love them because they are easy to use, simple to install, and we set them up quickly too.

People ask to implement the product not only for their IT help desk, as we do that, but also for HR and general affairs, allowing them to use SDP for their services.

No issues.

No issues.

Some customer used LANDESK solutions, but since the reporting function was too complicated, they switched to ServiceDesk Plus.

The initial setup is very simple.

Two years.

The prices are attractive. Customer can use a subscription if they do not have enough budget.

This product is quite flexible since the admin is able to add or change templates and add as many (sub) categories as necessary to get a good overview of all assigned tickets.

With this tool, you have good and clear overview of which incidents are to be taken care of in the organization and with which urgencies.

None whatsoever.

I've used it for six years.

No issues encountered.

No issues encountered.

No issues encountered.

8/10. They're not perfect and could use some improvement in their responsiveness and knowledge of individual issues.

I tried the ServiceDesk option from the freeware Spiceworks Asset Management tool, but this was very “flat” and not very flexible. Since I was the only technician initially, the free version of SD+ was sufficient enough and this was very flexible.

Just click and install.

Just downloaded from manageengine.com, implemented, and configured myself.

SD+ is definitely a good and flexible ServiceDesk tool which can even be broadly used in larger organizations.

It's easy and useful for help desks and IT departments. It is user friendly, and made it easy to add roles, users, and groups.

It filled the gap between users, first line support, and managers easily. I synced it with our Kerio mail server, so end user support could find out and solve problems faster.

I had some problem with user and group permissions in 2014, and I’m not sure if that is resolved now or not.

As a reseller and integrator, I help clients implement this solution.

Overall, I've been satisfied with the product.

The solution overall has been quite stable. The performance has been good.

I've found the product to be scalable. You can expand it if you need to.

I want friendly training courses without their ITSM ServiceDesk Plus. I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product.

I have only been working with the solution for four months. It hasn't really been that long just yet. It's a solution that's still quite new to me.

The solution is stable. It doesn't crash or freeze. It's very reliable in terms of performance. There are no bugs or glitches.

The solution has been scalable. If a company needs to expand it, it can do so easily.

Technical support has been okay. It's good. However, sometimes it takes longer to answers some questions. I want to be able to save for all my messages to have them on hand.

I did not previously work with any similar products.

We can implement the solution for our clients.

I'm not involved in the licensing of the solution. I have no idea how much the cost is. I couldn't say if it's reasonable or more on the expensive side.

I'm a reseller and a solution integrator.

I do plan to continue to use this solution.

For others considering this solution, I would advise them to look for tools that are easy to use and implement. It's a good idea to do a POC so you can try things out, and make some mistakes, and learn a bit about what is being implemented before taking anything live.

In general, I would rate the solution at an eight out of ten.

We have a toll free number for our company, customers call us and ask about their problem. We issue the ticket to the customer as well as our local internal team. Then after the team tickets the number and the particular client coded up. We resolve the issue and after the issue is resolved we close the ticket. This is our main mode of operation. When we go through the audit, the company requires that all of these tickets require the solution. That's why we use this application. Mainly for auditing purposes for this application.

The main benefit we see is in the performance appraisals. This is a benefit for our engineers and our team. We then take up a particular engine to see how long they take. The performance is what the solution provides.

We improve day by day with this solution. Initially, mistakes took four hours time, now they can be completed in one to two hours. This is an improvement. We look at the performance, how long tickets will be opened for, after that how long it takes to close the tickets. This is the main focus for how we are working to provide the best services to our clients. This is the main feature of this application.

The most valuable features are project management, change management, and the flow according to the mail chain. 

They could improve the screens. 

I would rate this solution a nine out of ten. 

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.

The most valuable feature it that it is ITIL compliant.

IT request management has improved over the years. This product supports all process-related IT requests from users and operational management of the IT infrastructure.

There could be some improvement regarding integration with other platforms like Sharepoint.

We have been using the solution for eight years.

We did not encounter any issues with stability.

We did not encounter any issues with scalability.

We did not need much support, except on a few occasions. I would give technical support a rating of 9/10.

We switched from the previous solution because they were not ITIL compliant. That meant that we had to use more than one product.

The initial setup was straightforward, if you are prepared with clear processes and information that the implementation needs.

Pricing and licensing of this product are more convenient than other products.

We evaluated LANDESK, some internal developments, and Sharepoint features.

Be prepared with your processes first, then implement the product.