ManageEngine ServiceDesk Plus Software

Pros

Desktop and Online clients.
Email to service request feature service tickets will be automatically created if CC the service desk email

Cons

Custom report creation is not that good and there is no access configuration for reports. I can access reports created by my colleagues without their permission
UI looks bit outdated.

Reduced cost and greater efficiency within the ICT support process.

Pros

- Easy asset management and auditing.
- Simple service request process.
- Fantastic business process automation.

Cons

- Frequent software updates.
- Licensing limitation on assets.
- Remote control doesn't work for all platforms

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.

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

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.

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

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.

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!

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

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.

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.

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.

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.

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

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

I am still testing

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'.

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.

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.

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.