ManageEngine ServiceDesk Plus Reviews

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

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.