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

71 Reviews of ManageEngine ServiceDesk Plus

 

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Software Advice Reviews (9)
More Reviews (62)

Showing 1-9 of 9

Sachin from Wayfair
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2018

May 2018

Self-service efficient tool with great tracking and other features is finally here!!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

We use support request tracking a lot and this tool looks pretty promising in that arena. From the birth of the ticket until it is solved or escalated, it helps gain a lot of understanding of what is going on with the ticket. Emailing facility along with web portal access was needed and now it's finally here. hope it only goes uphill from here.

Cons

100 % recommended and highly advised. It must be a little expensive when it comes for companies with small budget, but i suggest you guys should still provide support to free versions too.

Review Source
 
 

Jean-Louis from Marin Ventures Inc
Specialty: Manufacturing
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

April 2018

April 2018

Old and clunky

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

ManageEngine is cheap to get in, and does an OK job. Will get you over the hump, and is good for a small shop.

Cons

They are over zealous about promoting the ITIL enablement without real consideration for the functionality of the software. There are better options out there for better value. They nickle and dime you all the way. and pulling reports that are not canned, is like pulling teeth. The project management portion is useless.

Review Source
 
 

Nick from FSST
Specialty: Public Sector
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

You get what you pay for

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

When we paid for the software (before switching to the free edition), support was very hard to understand. While SDP is certainly usable, it has been growing increasingly unstable for us. When we have time, we'll likely look into a different solution, like Spiceworks.

Pros

The software is easy to configure. The price is right for a small shop (free for up to five users). If you just need something basic, SDP fulfills the basic needs of a help desk.

Cons

The page redirects are buggy. Clicking links frequently go 404 at random as it serves a page wrong. Instead of going to http://servername/workorder.do it will instead just try to go to workorder.do and not find the page.

Review Source
 
 

Brett from KVC
Specialty: Healthcare / Medicine
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

February 2018

February 2018

Great Tracking Tool and Self-Service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The software has lots of options for tracking service within the organization. The software has the ability to track SLA and integrate with your organizations ITIL methodologies. A nice self-service feature is available for staff to utilize.

Cons

The software is not the most intuitive and requires some training to really be able to navigate well.

Review Source
 
 

Jacob from Chameleon IT Service
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2018

February 2018

Feature-full and beautiful

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Very nice looking and useful reporting charts. A way to more closely mimic what paper forms look like would be nice.

Pros

The features and whatnot are very powerful and there are lots of them. The layout is beautiful. The software is easy to configure and tie in with other software.

Cons

The layout for the users could be better. It is a bit hard for some that are used to paper forms to get used to the app on tablets and especially on phones.

Review Source
 
 

Mike from Curo Health Services
Specialty: Healthcare / Medicine
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2017

October 2017

Recent ManageEngnie Service Desk Implementation

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Overall, this produce has been a benefit to our organization.

Pros

Helping us keep internal communication in one place
Aiding our HR department to better serve our employees
Helps monitor different stages of onboarding

Cons

With certain features you may have to click through multiple tabs
It takes a while to learn out to navigate the system

Review Source
 
 

Debby from Triskel Consulting
Specialty: Consulting
Number of employees: 1 employee Employees number: 1 employee

September 2017

September 2017

ManageEngine Service Desk Plus

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I have used ManageEngine for a few clients and have found the product amazingly quick to implement. It is an excellent tool for any IT Service Desk.

Pros

Ease of use and quick implementation. Fully ITIL. Easy to customize the screens. Excellent reporting and workflow.

Cons

Manual implementation of business rules - no functionality to import the rules. SLA / Priority Matrix is not very easy to customize.

Review Source
 
 

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 62


May 2018

May 2018

A Comprehensive asset tracking help desk and all around IT Swiss army knife at a high cost.

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

All around tracking for my helpdesk ticketing

Pros

Almost every aspect that IT needs to track is part of this solution, Including tracking for assets and helpdesk ticketing system to track your tickets.

Cons

High cost when inspecting other solutions that might bring to the table less features but cost less expensive.

Review Source: Capterra
 

Kiran from Nabler WebSolutions
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Its just awesome

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

This save my time a lot

Pros

user friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Cons

Office 365 I expected a lot of reports but unfortunately i didnt get the exact report structure that I need, which was a sad part for me with this software.

Review Source: Capterra
 

Philippe from EBA Clearing
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Now using it fow near 3 years. Provided us with the needed tool for ticketing and repporting.

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

As a servive oline integrated with Azure AD . Easy setup, no maintenance and fully complient with teh business needs

Pros

Easy to setup and to use. It's alwas improving the features. The mutli portal is also a good improvement opening the scoop of service. Repport are also easy to setup.

Cons

some field selection on creation of ticket sometimes a little slow to be confirmed. This makes it difficult to do a fast encoding

Review Source: Capterra
 

Randy from SambaSafety
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Easy to use and is a very useful tool.

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

Ease of use and also the way that it flows with our business. The software has lots of pros to it and also can be used effectively.

Cons

Cost and the GUI still needs some additional enhancements but it is coming along with each build and update.

Review Source: Capterra
 


April 2018

April 2018

Very friendly Support staff willing to go the extra mile to help

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

Very user friendly interface and easy to manage all software's from one location. Also all there products are very cheap to purchase

Cons

updates. Making sure that you are updated to the latest version. If you miss an update you will have to install many service packs before getting to the latest

Review Source: Capterra
 


April 2018

April 2018

A great full featured service desk 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
Pros

Customization of request and incident forms. Approval/workflow. Mobile app. Email responses to ticket. Email customization options. AD Integration. Asset management. APIs.

Cons

User Interface and lack of customization of look and feel. Limited ability to add/remove/change forms and fields in templates.

Review Source: Capterra
 


April 2018

April 2018

Great Tracking Tool and Self-Service

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

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

Cons

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

Review Source: Capterra
 

Inés from Millicom (Tigo)

April 2018

April 2018

I am very satisfied

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

Great, I am very satisfied with the service provided by ServiceDesk Plus, there is no doubt that really knows what your client wants and needs and knows how to achieve, one of the top companies in the area of helpdesks, it shows who works for us, as a client I am highly satisfied with what I have obtained.

Cons

I really do not have any complaints to give, this company has been commissioned to leave me only good opinions and a good impression. 100% recommended.

Review Source: Capterra
 

RAJESH from Rolta India Limited
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

April 2018

April 2018

Fantastic experience

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

all benefits which you need from a good quality product required for IT infra monitoring..

Pros

Software is good for monitoring and management of IT Infrastructure, low cost product with high qaulity

Cons

software needs to improve upon the bugs closure to make it a world class monitoring and management software

Review Source: Capterra
 

Rafi from Chooseportal Pvt ltd

April 2018

April 2018

ServiceDesk Plus does what it says on the tin

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

Tickets or Incidents allow you to keep all correspondence and testing together. Replying to the generate email allows non-users to add notes to the outstanding tickets. Ability to add changes and link to original tickets keeps things organizer and traceable.

Cons

The page redirects are buggy. Clicking links frequently go 404 at random as it serves a page wrong. Instead of going to it will instead just try to go to work order do and not find the page.

Review Source: Capterra
 

Luisana from UNAD

April 2018

April 2018

Incredible service offered by ServiceDesk 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
Pros

Incredible service offered by ServiceDesk Plus, as a client I am very happy to have worked with them, they are dedicated to please their clients and help them, there is no doubt that it is one of the best companies in the field of help desks and focuses on helping its customers in everything.

Cons

I really do not have any complaints about this company, 100% recommended. They will not regret working with her, they have my word.

Review Source: Capterra
 

Thomas from Johnson & Johnson

April 2018

April 2018

Used as the main incident ticketing tool

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

What I like most about the application is it had customizable fields for ticket input data. Also the application provides details analytics.

Cons

The first issue that pops in my head is the trouble we went through migrating all of our old data from our old ticketing system to the new ticketing system. However, if you are starting from nothing the set up is not complicated.

Review Source: Capterra
 

Dale from Prince Parker & Assoc

April 2018

April 2018

With several tech's its priceless, A one stop shop and integrates well with Desktop Central.

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 effective integration with the other software solutions that manage engine offers. The ability to track any actions made by the tech.

Cons

Wasn't anything I didn't like! The service desk plus did just as it advertised and was continually updated.

Review Source: Capterra
 

Othman from Frontier Airlines

April 2018

April 2018

I have been using Service Desk for over 3 years now. It is easy to use, nothing complicated.

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

This is an essential tool for our operations.

Pros

I like so many of the features available in the system for managing the ticketing system and integrating with Office365. I like to ability to manage change control, incidents and assign tasks, drop notes.

Cons

Searching is not as good as I like it to be. sometimes it is not easy to search for a previous incident by keywords.

Review Source: Capterra
 

Tony from Bond Asian Ventures Limited

April 2018

April 2018

ServiceDesk Plus does what it says on the tin

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

It performed well, scoring well with our staff on usability.

Cons

We trialled ServiceDesk Plus in one of our portfolio companies. We had issues incorporating the service offering into our workflows and decided to stop using the service offering.

Review Source: Capterra
 


March 2018

March 2018

Great ITSM Software with on-prem and Cloud options!

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

ServiceDesk Plus is one of the software I've used with the feature of having on-prem or cloud version as well. It allows the organization to have the data in its own infrastructure or in ManageEngine's cloud. ServiceDesk Plus is ITIL ready with processes as Incident, Problem, Change, Service Catalog, CMDB, etc. Also includes automation features, mobile access, reports configuration, and asset management.

Cons

It's poor in integration variety as integrates mostly with other ManageEngine solutions which I see as barely limitative if you want to expand your approach with other solutions.

Review Source: Capterra
 


March 2018

March 2018

Keeps issues moving and on track.

Ease-of-use

Functionality

Product Quality

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

Tickets or Incidents allow you to keep all correspondence and testing together. Replying to the generate email allows non-users to add notes to the outstanding tickets. Ability to add changes and link to original tickets keeps things organizable and trackable.

Cons

Users outside of our IT dept don't grasp the concept of tickets or submitting requests. Training non-IT users the purpose of the product has been a struggle. Even basics like following up on statuses or seeing notes added to tickets have been difficult.

Review Source: GetApp
 

Sam from mytaskhelper.com
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

Convenient tool

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

I was attracted to the fact that everything is standard. You want to make for yourself - tune, do not want - so work. True, then you have to adjust your tasks to standard functions. But as a starter package for beginners, administrators can be recommended, albeit with a stretch.

Cons

Many problems with databases. Very often the server is working because of this incorrectly, but it does hang. Technical support does not help much. In general, you can't do without your own knowledge and skills.

Review Source: Capterra
 

Billy from E-Z Mart Inc
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

March 2018

March 2018

Among the top

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

Organization is the best benefit that I received from this software. Additionally, maintaining proper process flow and accountability for resolving issues was another.

Pros

Feature rich! Automation ability is great. Affordable if you are going to use the features that it ships with. Additional modules available for additional features.

Cons

Setup is a bit intensive since there are so many pieces parts and features to configure and setup. A bit difficult to navigate at first when everything is enabled.

Review Source: Capterra
 

Eric from http://www.diamondvita.com
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2018

February 2018

Kill in yourself an individual, a slave of standards

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

For those who love beauty and order in everything. Ideally correct system, it is normal to work with which I simply did not work. Sometimes I want to, well, at least something was not like everyone else. To make with this package something individual it is possible to advise only to the masochist. In general, the product is strong on the amateur.

Cons

Suggests not to find a solution for my problem, and my problem is to adjust to my decision. Those who want at least a little stand out and keep a part of themselves in their project, strictly do not recommend it.

Review Source: Capterra
 
 
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