Impressive Value

ServiceDesk Plus ManageEngine

Its a great tool, I do really recommend it to every IT organization, it was a great experience to implement and get it full configured, it was a great challenge and learning experience. It's a must on every IT department if you want to improve your IT performance and have your IT department well organized at every single area.

Pros

More than a Service Desk tool or ticketing system tool it is a System that follows the ITIL standards, allowing IT departments to be full organized on resolving issues, following them up, Identifying new problems, having their assets inventory updated and monitored, having additional tools to access them remotely and run TS steps, Having their projects well organized in a Gantt view and well documented, Licensing module and procurement its a plus on this system.

Cons

Its easy to implement, however it requires a previous knowledge of ITIL standards in order to set up the parameters and get it ready to work on your full organization. There is a complete guide to do so, however sometimes would be better to have a local support to help in the implementation process.

User Experiance

Overall I feel the Service is good, reliable and quick. The interface for the most part is great and clear. The system is easy to navigate through and also, very easy to set up if setting up for the first time..

Pros

I have used this Cloud Based Servicedesk for some time now. I find that the interface is very nice to look at. Customization to the templates is very easy to manage and create. The permissions behind the system is also very easy to manage. We use it for Asset Management, Problem Management, Change Management, Service Tickets. Also, we have some users that use it for internal Project Management. The application owners also like the reporting side of this application. The ticket automation is also good in that we can get third-party systems to email the service desk and then automation can look at this email and then create a ticket based on a template designed for that service and then open it in the service desk without any end-user requirement. This saves on having to get a user to create the ticket. We us this automation a lot within our environment to save time on manual processes. There is also a Contracts part to this system which we also use to create a ticket when a certificate is required or if a IT Service Contact is due to be renewed very useful these days.

Cons

As the interface is very heavy on JAVA I find that sometimes the system will just throw a wobbly and then do a random refresh and in some cases, you end up losing a lot of text you had just put in. We have also had some issues with the Asset Management side of the system where we have just randomly lost some assets which have resulted in a call/ticket to ManageEngine. That said these have been sorted in a timely manner.

Support is terrible

Pros

Nice interface.

Cons

We have been using ServiceDesk Plus for 7 years now. We have contributed a lot into the development of this ticketing software and have around 2K users around the world using it. Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now. Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and literally doing nothing. You have to patch and update SDP manually quite often, sometimes 3 times per month. Every patch is downtime and a risk of an issue, where you have to contact support. Their online instructions are outdated... Just try to renew SSL cert using the posted guides, good luck - another support call to Delhi.

Central and highly customizable ticketing system for the entire organization

Central and highly customizable ticketing system integrated with the monitoring OpManager system

Pros

Very simple and intuitive graphical user interface, highly customizable

Cons

Notorious problems with application updates