ManageEngine ServiceDesk Plus Software

quick and automatic assets discovery

Pros

it software offers good contract and assets management service in the organization ,
The software functionality is pretty good with excellent program executable speed and does not consume large memory
The service desk API gives customers full control to automate and integrate with other applications

Cons

This application has taken long to be updated and include more features and functions.
Include training tutorials for each function to ease understanding of all features in the software

Pros

It is ITIL based and makes me manage projects, changes and incidents under one console .users are able to log tickets using email and portal which gives them options .

Cons

The System is not integrated with social media handles like twitter, Whatsapp and facebook where some of our users want to post querries .Users also highlighed that they want to log using sms of which it is not possible .

Incident and problem management is easier now compared to the previous IT management software I used. It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.

Pros

For an IT department or company, this software allows to create, manage and track tickets and users request very thoroughly. It provides a great level of detail and it makes very easy for both clients and technicians to track the progress of the equests.

Cons

This IT management software provides many tools and options you won't find in similar software but the configuration process could be a little less complex and more user friendly. All things considered, I think ServiceDesk Plus is one of the best IT management software on the market right now.

We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them.

Pros

It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!

Cons

The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users!

Pros

Workflows for tickets such as automatic approvals for new hires by a hiring manager
Multiple forms of entering a ticket (web, email, keywords in email)
Replying to user within ticket for a seamless end user experience
Separation of tasks within a ticket for different groups
Management of our contracts with automated reminders
Ability to import asset information and create relationships for identifying staff ownership of assets
Easily create solutions that both end users and technicians can refer to
Software is constantly being updated to meet needs of user base

Cons

- Support can take a bit to get back to you on issues
- It would be nice to be able to be able set up different support groups that could have tickets round robin assigned instead of the auto assigning applying to the entire set up technicians.

complete one stop solution

Pros

single software for complete operations need, cmdb, purchase, change management integration with other manageengine softwares

Cons

Asset inventory part needs improvement. currently if we format it detects 2 devices there should be some eay that it detect same system even tho we change OS

Pros

I like the fact that service desk plus is so simple and easy to use. For someone like me that takes a long time to learn stuffs i was able to learn how tp use this in a short time.

Cons

There is nothing that i like least about the service desk plus as all the features are awesome and well done.

Feature-rich capabilities around incident/problem management as well as service request/project management. I also like the contract management feature and was impressed at how easy and flexible the inventory management was.

Pros

Service Desk surprisingly has a ton of features packed into well laid-out screens. It was competitively priced, as well.

Cons

I haven't really found anything I don't like. The more familiar I became, the easier it was to use advanced features.

Stability, friendly

Pros

Friendly, this is powefull tool that let us to take all over control, the DB Base option Postgress or MS SQL Server is comfortable

Cons

The admin GUI i think that you have to reorganize it, is difficult to seek something, of the rest I like the ease of handling

Pros

Its good, easy to use, fast, functional.

Cons

Major complaint is every year the price rises substantially. The features are good, but the pricing, theyre pricing themselves out of the market. And its hard to move helpdesk products, because everyone gets used to it. I also dislike they don't have American support.

Pros

The ease of use and how it generates very useful reports. It helps because any manager could walk in and see exactly how much one person has going on from their day-to-day.

Cons

The search Functions That is really the only issue I found with it. It is difficult to search tasks if they are not assigned to me.

Pros

With a fairly small IT department and an ever growing user base this software helps us keep track of our IT tasks including Helpdesk support requests and IT purchases.

Cons

It can be a little convoluted to setup, but with software this complex and feature rich that is really to be expected.

Pros

We are a small shop and didn't want to spend a lot of money on a ServiceDesk software, but we are growing and need more functionatlity than we have now. We like dhow ServiceDesk bundled together Project management, Contract Management, Tickets, and Change requests all in one project. I have used the Project management the most so far and am impressed with the features it has. I like how you can create tasks and assign them to people outside of the IT department so that if users need to do some testing they can get reminders that we are waiting on them to complete something. The ticketing system has more features than we will likley need to use, but it's nice to have the flexibility.

Cons

Because there are so many modules in this software it leaves a little something to be desired in each module. I think overall there is plenty of functionality, but when you get into the details you might wish for a few more features. The Project Management module works well, but I wish I could email straight to the task items to keep them updated instead of having to go in and add comments directly.

Pros

This software has it all. Tasks, IT project management, user requests, work flows, contract management. We have been looking to bring everything into one piece of software and this looks to be working well so far.

Cons

The setup and configuration is very time consuming seeing all the features it has this was expected.

its a very useful tool for ticketing, I have been using it for more than 4 years and its really easy and intuitive

Pros

its really simple, likes that provides reports of technicians, or any other problem, ticket, reports can be customized, tickets can be organized by filters, which are really easy to use, like that gives important statistics on dashboard, it´s well organized on tabs so problems, projects can be found easily.

Cons

maybe more options for tickets can be added, CMDB part its a bit too complicated, it should also be shown as list, notification part after update is not shown in red anymore

Pros

It is relatively straightforward to use. There are a lot of features but those are not as simple to figure out. I am using it to track IT requests for our healthcare company.

Cons

I would like more options for status classification. And better communication with the ticket sender.

Better helpdesk management

Pros

The technical support is extremely helpful. The support team is always available to attend to any queries I may have.

Cons

None! The software has weekly releases which addresses any vulnerabilities that may be in the system.

Pros

It is very easy to administrator and easy for users to use. Also the price per technician license is well worth it.

Cons

There is really nothing I dislike about this software. it is so easy to use that our users have no comliants

So many of them! We have network benefits, OS Deployment Benefits... They offer asset management (even though we manage our own, we may move everything over to one software, because, why not?!)

Pros

This software can do whatever I need it to do! Everytime I think to myself "I wish I could..." I do a simple search, low and behold.. They offer it!! It's usually included in what I already paid for too!

Cons

I do adore this software! With that said.. I do find it difficult to navigate sometimes, I would love to have some training to better understand everything that ManageEngine and Service Desk Plus Has to Offer!

Pros

Ease of use, and intuitiveness of the software makes training significantly simplified. Additionally, I enjoy how project management, service catalogs and asset tracking all tie together nicely.

Cons

Cost. As much as we love SDP, some of the features we would like to implement are simply too costly . As mentioned in the "Pros" section, we would love to incorporate CMDB, change management, project management, but the modules are simply too expensive for us.