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.

Software reports
Software reports
Software reports
Asset management
Asset management
Dashboard
Dashboard
Knowledge base
Knowledge base
Project management
Project management
Service level agreements
Service level agreements

Supported Operating System(s):

Web browser (OS agnostic)



107 Reviews of ManageEngine ServiceDesk Plus

Overall rating

4.5 / 5 stars

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Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Does what's necessary, but not all that you might want

Overly positive, we have no complaints.

Pros

Allows easy monitoring of owned assets, providing all possibly information that you could want, i.e. serial numbers, last logged on user etc.

Cons

It's not the quickest, in that it takes a while to scan hardware. It also isn't the easiest to se up scheduled scanning for as often as you might like.

Review Source: Capterra

Alan from Harper College

Number of employees:  1,001-5,000 employees

Ease-of-use

Functionality

October 2018

Pros

When it comes to bare basics, ServiceDesk Plus can get the job done. The sorting by order of attributes is easy enough. Simple ticket resolution is easy enough. Inputting attributes such as location and the nature of the request is easy enough. Picking up unassigned requests is easy. The asset search function is actually quite useful when doing a quick track of company assets.

Cons

The search function is nearly useless and if you have a LOT of tickets in the immediate archive, good luck finding it. The inability to search tickets by requester name is non-existent, the inline reply of ticket requests is extremely limited to the point that you might as well simply contact the client directly through your own company email rather than SDP itself.