ManageEngine ServiceDesk Plus Software


 

ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library) compliance.

ServiceDesk Plus incorporates tools to help users establish process automation. It offers an automatic ticket dispatch function, which distributes new tickets to technicians based on their existing caseload and availability. This helps to manage staff workloads while minimizing the accumulation of unassigned tickets and the service degradations they can cause. Other tools include asset management, a knowledge base builder, project management functions and service level agreement management. 

Further automation is provided by the “business rules” feature included with ServiceDesk Plus. This allows tickets to be automatically classified, categorized, prioritized and assigned based on a variety of dynamic criteria or rules. ServiceDesk Plus is available as an on-premise installation or as a cloud-hosted service with ServiceDesk Plus On-Demand.

 

ManageEngine ServiceDesk Plus - Software reports
 
  • ManageEngine ServiceDesk Plus - Software reports
    Software reports
  • ManageEngine ServiceDesk Plus - Asset management
    Asset management
  • ManageEngine ServiceDesk Plus - Dashboard
    Dashboard
  • ManageEngine ServiceDesk Plus - Knowledge base
    Knowledge base
  • ManageEngine ServiceDesk Plus - Project management
    Project management
  • ManageEngine ServiceDesk Plus - Service level agreement
    Service level agreement
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Linux, Web browser (OS agnostic), Windows 2000, Windows 8

30 Reviews of ManageEngine ServiceDesk Plus

 

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Software Advice Reviews (2)
More Reviews (28)

Showing 1-2 of 2

Marc from CscProvidence
Specialty: Education
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2016

December 2016

Great product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I thought it was a great product that was easy to use and setup.
However our purse strings are just a little too tight.

Pros

easy to setup, support was quick to answer back.

Cons

too expensive for a small school board
the free standalone version has no support.

Advice to Others

if this is in your price range, you should really take a look at it.

 
 

Greg from Fidelity Bank
Specialty: Banking
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2016

November 2016

Decent product for the money

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

This product was fairly easy to setup once we learned the basics. It integrates with AD well and the screens are highly customizable. It does not lend itself to customer tickets in an organization like ours with several thousand customer contacts. It is also difficult to ascertain the exact time spent on each case.

Great product for the money.

Pros

Easy setup.
Integrates with AD.

Cons

Support is a bit difficult to obtain but appears to be getting better.

 
 
 
Showing 1-20 of 28

Chris from Beach Energy Ltd
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

Daily workhorse

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to use and configure
Use it daily for our helpdesk and have implemented it in 3 different organisations meeting the needs of all

Cons

Some things like change management are a bit confusing and cumbersome to use but the set of features is fantastic for the price.

Source: GetApp
 

Nuno from CHETOCORPORATION
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Powerful and Simple

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The best pro is the integration with other tools from ManagedEngine as DesktopCentral. The integration as give me a big return in time of deployment and helpdesk

Cons

Infinite auto response loop and too expensive for a small business companies. The language interface is not in portuguese

Source: GetApp
 

Guillermo from Latin Asset

June 2017

June 2017

ManageEngine ServiceDesk Plus offers a very mature feature set that conforms to ITIL best practices

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

begins at $395 for a 2-technician license and 250 nodes in the Professional edition. Menu bar provides easy access to important features.

Cons

On-premises licensing not as flexible as cloud service pricing. The interface is definitely more difficult to use than others.

Source: Capterra
 

Ben from SMc packaging

April 2017

April 2017

Service plus

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Good method for tracking help desks requests. Good user access for web portal and email options. Great

Source: Capterra
 

Brandon from Smc packaging

April 2017

April 2017

Got our help desk working

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We did not have a help desk software and this got us up and running without any problems. It is running good to this day.

Source: Capterra
 

Anthony from Maddison Accountancy Services
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2017

March 2017

What is ITSM

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

What is ITSM. I wish that professionals would stop using initials/abbreviations like this. If you wish to use initials, please bracket the full title after the first time of use. I always practice this!

Source: Capterra
 

David from MG
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2017

January 2017

Like ronseal

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Manage engine allows us to track tickets but on occasion, the ux seems counter intuitive, not to mention the dreaded out of office infinite loop.

Pros

Simplicity

Cons

Infinite auto response loop

Source: Capterra
 

Mark from Shamrock Trading Corp.
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2016

December 2016

Basic Helpdesk Application

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.

Pros

ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

Cons

ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.

Advice to Others

If you need a very basic IT support system, then ServiceDesk Plus from ManageEngine might be a good fit. However, evaluate all of the features (or lack thereof) and your long-term objective before deciding on this product. This application has not changed or been updated in several years.

Source: Capterra
 

Zia from udk
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

Value for Money

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I have been with SDP more than 5+ Years
They have very good features like Incident and Change Management.
End Less Custom Integrations can be done using Custom Triggers.

Pros

More advanced Features like Field and Form Rules

Cons

UI, Less API

Advice to Others

UI is bit old but all your requirements will be fulfilled.

Source: Capterra
 

Frank from Publix IT Support
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2016

October 2016

Enterprise features and functionality

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Wonderful platform large and small organizations. Couple this solution with a local professional services organization that can implement your ITIL service desk that everyone will embrace. It's a win for everyone!

Pros

Expandable platform

Cons

You can implement this solution with training but why would you. Every solution is time consuming. Leave it to the professionals.

Advice to Others

Engage with a local IT Service Management firm to implement any solution.

Source: Capterra
 

jay from zinia

October 2016

October 2016

Configuration Management done right

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

There's alternatives in the space, but ManageEngine has been around for a long time, and provides traditional interfaces to monitoring, code review, and infrastructure management. Tie ins also with vmware and linux to support deploying new software and hardware.

Source: Capterra
 

Rick from Tcv

October 2016

October 2016

MAnage engine

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We like that you it has purchasing and asset management. Support is slow and sometimes not very helpful.

Source: Capterra
 

dc from no thanks
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2016

August 2016

Tech support actually best part of the product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The product itself started out really poor in the early days (3 yrs+ ago). Nowadays with the current version it's still pretty unfriendly and unintuitive compared to the competition. Their price is okay and their support while often unfriendly and hard to coax into actually assisting, has been mostly knowledgeable and capable in our experience. It does all the basics out of the box and can be programmed to do more but it still needs a lot of help in being user friendly - for technicians and end users alike.

Advice to Others

before committing to buy look out for:
- ease of configuration outside of basics (scripting required for some things like useful reports)
- extent of configuration capability (some things we'd like just weren't possible - but are with other software)
- technician to technician ticket update notifications
- (advertisements built in for) upsell of functionality / additional components

Source: Capterra
 

Larry from Interface

January 2016

January 2016

Good

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I am still testing

Source: Capterra
 

Basil Number of employees: 2-10 employees Employees number: 2-10 employees

December 2015

December 2015

Exactly as they advertise. Big 4's are a pain.

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

We used ServiceDesk in the ISP (Internet Service Provider) that I worked for. We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application. For two years, BMC Remedy gave us a hard time from a usability and performance perspective, in addition to their highly priced customization bills. Until, one day, a decent consultant forwarded a link to ServiceDesk Plus.

ServiceDesk Plus breaks the myth that 'java server applications are slow' and really shows that a high quality product with good efficiency and performance can be built using Java. It's all up to the engineers (and when it's slow, its all their fault).

One thing I learned from ServiceDesk; don't blindly trust Gartner reports when searching for good software. At the time of searching, Gartner Quarterly reports listed BMC at the top with no mention whatsoever of ServiceDesk Plus. I'm not blaming Gartner for corrupt information, I'm sure they have their criteria in place, but at the end, they're humans, they have their mistakes, biases, misinformation, etc.

Pros

1. Light-weight and highly responsive. Intuitive interface.
2. Wonderful 'Solutions Knowledge Base' side feature based on articles and with an excellent search functionality. (We no longer use Media Wiki, however I'm doubtful about dropping MediaWiki).
3. The ServiceDesk API gives you unlimited abilities to automate and integrate with other applications. For example, we were able to integrate Nagios Network Monitoring tool so that a high priority alarm could automatically open a ticket on ServiceDesk Plus.

4. I admire the effort they placed on their online documention with their and searchable online you'll hardly need to contact support.

Cons

Nothing major, but would like to see improvements in the following areas:
1. Provide a visual view of all entities in the system. Virtual Machines, Routers, Physical Servers, etc. using graphing tools.
2. Provide a searchable menu. For example, if I type "LDAP Authentication" this would show me the "Domain Controllers" in the setup menu (Similar to CPanel's menu search feature).
3. More help notes & tips on 'what to do next' and on 'keyboard shortcuts'.

Source: GetApp
 

Chris from CounterTrade Products Inc

December 2015

December 2015

AVOID BAIT AND SWITCH AFTER 1 YEAR

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

They claim that ServiceDesk Plus is a free product that you only pay for the add on services and if you want support. We did not need any of the add ons and after one year with the software we did not need support once. Well our free license was expiring according to a link at the top of the servicedesk. We click on it all it does is generate a RFI from sales. Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license. So now in under a month I am having to rush and find a replacement for ServiceDesk Plus. We can easily afford the support that is not our issue. The issue is the bait and switch. I guess their sales vision is to trap companies into their product then refuse to renew unless they purchase services.

Source: Capterra
 

Eric from Nobis Engineering, Inc.

July 2015

July 2015

I've been happily using ServiceDesk Plus for 10 years

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I wasn't planning to write a review but when I saw a few that complained about poor tech support I felt compelled to. My experience with ManageEngine support has been entirely positive and over a very long period of time. We started using ServiceDesk Plus because it was so inexpensive compared to other solutions with a similarly rich feature set. But I quickly decided it was far batter than its price would imply.
Whenever we've had trouble they've either resolved it quickly through real-time communication with me, or they had me generate a support file that they analyzed offline. Whenever they've taken a support file from me they were attentive through the whole process and always delivered a solution. They've even written custom queries for reports I was having trouble with, all without additional payment.
I was so impressed with the product and the team that I expanded our use to include many other ManageEngine products such as OpManager, PasswordManager Pro, DeviceExpert, DesktopCentral, and OpUtils.

Source: Capterra
 

Vicky from CGI

July 2015

July 2015

HORRIBLE Tech Support

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I came to this website to look for new software possibilities and saw Service Desk listed here and thought I should share my experience.
We have had an ongoing issue with Service Desk timing out with no access to sections of the Admin tab for over a year now. I can not edit any of our Tech profiles, I can not edit any Requestor profiles, I can not use all of the drop down menus within the system with out the system timing out. These are the Highlights of our issues with Service Desk. Reports are glitchy and not always accurate.
Overall the system is easy to use and would great if Tech support could resolve our issues. But the fact that we have had this ongoing for over a year is ridiculous. Spend the extra money and get a better system with good tech support.

Source: Capterra
 

praveen kumar from Sudheesah Smart Solutions

December 2014

December 2014

Just Awesome

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Hi
I happen to try this product, Its just awesome, they have done a great job, their followup and service is as good as it can get, hats off.

I would recommend anybody who needs service desk, they have it all.

Praveen
Sudheesah Smart solutions.

Source: Capterra
 

IIS from IIS

November 2014

November 2014

Manage Engine Service Desk Issues

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Please visit the link for ManageEngine ServiceDesk Plus review.

http://itsolutionsbyme.blogspot.in/2014/11/manage-engine-service-desk-issues.html

Regards, IIS

Source: Capterra
 
 
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