--- title: "ManageEngine ServiceDesk Plus Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of ManageEngine ServiceDesk Plus. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if ManageEngine ServiceDesk Plus is a good fit for you!" source_url: "https://www.softwareadvice.com/help-desk/manageengine-servicedesk-plus-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [ManageEngine ServiceDesk Plus](https://www.softwareadvice.com/help-desk/manageengine-servicedesk-plus-profile/) / ManageEngine ServiceDesk Plus Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/help-desk/manageengine-servicedesk-plus-profile/) Reviews [Alternatives](https://www.softwareadvice.com/help-desk/manageengine-servicedesk-plus-profile/alternatives/) # ManageEngine ServiceDesk Plus User Reviews ## Reviews summary - Overall rating: 4.4/5 - Total reviews: 236 ### Secondary ratings - Ease of use: 4.3/5 - Customer support: 4.2/5 - Value for money: 4.3/5 - Functionality: 4.4/5 ### Rating distribution - 5 stars: 129 reviews (55%) - 4 stars: 84 reviews (36%) - 3 stars: 15 reviews (6%) - 2 stars: 5 reviews (2%) - 1 star: 3 reviews (1%) ### Most mentioned pros - Its ticketing, asset management, and workflow automation features helped improve response times, increase visibility of issues, and ensure critical facilities and systems were maintained effectively. - The ability to easily customise workflows, the powerful automation, and the fact that it enables end-to-end management of requests much more efficiently are significant advantages. - I truly enjoy the life cycle part because we can keep track and go through a process of granting end users access to certain things on our network. ### Most mentioned cons - Lack of documentation on the custom formatting of ticket forums can be frustrating if you are trying to setup custom email import rules - Occasional bugs can slow things down, and updates sometimes change things without clear explanation - The Knowledgebase could use some work. While it is functional, it is not the most robust in features and doesn't tie into support tickets very well. ## ManageEngine ServiceDesk Plus customer reviews Showing reviews 1-25 of 236 (page 1). ### ManageEngine ServiceDesk Plus: Delivering Cost-Effective, AI-Driven Enterprise Service Management - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: 3-5 years · daily - Reviewed: July 2026 - Review source details: This review was submitted organically. No incentive was offered We had used ManageEngine ServiceDesk Plus in the capacity of providing ITIL compliant services to internal clients(Employees). Our start was with IT but it then expanded to other business units such as 'People & Culture', 'Facilities' and Finance Each of the business unit works independently yet able to interact with each other is an amazing achievement for our service delivery. The out-of-box integration, ability to use APIs for complex integration and not to mention new AI capabilities has given more flexibility to optimise our organisation service delivery. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros ManageEngine ServiceDesk Plus is highly regarded by enterprise IT professionals for delivering comprehensive, ITIL-aligned functionality with an exceptional return on investment. The platform significantly enhances operational efficiency through advanced visual automation, native integration within the broader ManageEngine ecosystem, and Enterprise Service Management (ESM) capabilities that extend ticketing frameworks to non-IT business units. Furthermore, the incorporation of the Zia AI assistant optimizes service delivery by automating incident triaging and resolving routine inquiries seamlessly. #### Cons We have been using ManageEngine ServiceDesk Plus since past 7 years and adore the fact that their team keeps innovating and keeping us updated with the new features. So, nothing to least liked about ManageEngine ServiceDesk Plus --- ### ManageEngine SDP for your originixation! - Overall rating: 4/5 - Reviewer: Jeff B. - Industry: Supermarkets - Company size: 201-500 employees - Product usage: 3-5 years · daily - Reviewed: June 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We've been using it for 5 years and the experience has been great. When there is something you cannot figure out on your own, their support staff is always quick to respond and very knowledgeable. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I really like the customization of the product. You can setup different "buckets" and automate tickets to go into the buckets depending on the rules you create. I truly enjoy the life cycle part because we can keep track and go through a process of granting end users access to certain things on our network. #### Cons The only thing I don't care for are ALL the options that can be done to customize the software for your organization. It took us a quick minute to set it up for our company. Once we were done, that was all that was needed. --- ### Comprehensive Service Management for Zoo Support Operations - Overall rating: 4/5 - Reviewer: Craig M. - Industry: Leisure, Travel & Tourism - Company size: 501-1000 employees - Product usage: 1-3 years · weekly - Reviewed: June 2026 - Review source details: This review was submitted organically. No incentive was offered My overall experience with ManageEngine ServiceDesk Plus has been positive. It has been a reliable platform for managing service requests and operational support, helping teams stay organized and maintain high service standards across the zoo's diverse facilities and infrastructure. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros ManageEngine ServiceDesk Plus provided a structured and efficient way to manage support requests, incidents, and maintenance tickets across our large zoo. Its ticketing, asset management, and workflow automation features helped improve response times, increase visibility of issues, and ensure critical facilities and systems were maintained effectively. #### Cons The interface can feel complex for new users, and some advanced customizations require additional setup and administration effort. --- ### Great ticketing tool with deep integration with other products from ManageEngine. - Overall rating: 4/5 - Reviewer: Wai-Kit L. - Industry: Financial Services - Company size: 51-200 employees - Product usage: 3-5 years · daily - Reviewed: May 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Clean customisable UI, great integration with other products by manageengine, regular updates and features make the product enjoyable. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Web based, ease of use, works along side Endpoint central. Clean UI and customisable, value for money when bundle with other ManageEngine tools. Ticket management integration. #### Cons There is no cons for Service desk plus by Manage Engine so far that I've come across having used the product for 3+ years. --- ### Simple, Reliable, and Easy to Work With - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Insurance - Company size: 201-500 employees - Product usage: 1-3 years · weekly - Reviewed: May 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. ServiceDesk Plus has been reliable and easy to work with. It handles tickets, assets, and automation well, and once everything is set up, it makes daily support work smoother and more organized. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Easy to use, customizable, and great for tracking tickets. Automation saves time, asset management works well, and reporting makes it simple to see team performance. #### Cons Some features feel a bit clunky, and a few settings take longer to configure than they should. Occasional bugs can slow things down, and updates sometimes change things without clear explanation --- ### Excelent tool for ticketing, asset management and other related process - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Marketing and Advertising - Company size: 201-500 employees - Product usage: 3-5 years · daily - Reviewed: April 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The expirience was good lot of documentation and intuitive interface that helps to setup this tool, all the integration between assets, inventory, contracts, tickets plus the option to have personalize workflows that do easy the company support process, helps to efenciency plus a very competitivy price per license. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros We are working with ManageEngine ServiceDesk Plus first on-presmises and after move to the cloud, the migration was was easy and faster. We don't use all the options available for deployment but is good to know there are there in case the company situation change. #### Cons We also have Endpoint Central Cloud, and I don't like that we cannot use all remote functionalities available for support in this tool when we have integration, it should be nice to have all those remote alternatives directly in ServiceDesk Plus when we are working on support ticket. --- ### Great tool for teams of any size - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Non-Profit Organization Management - Company size: 501-1000 employees - Product usage: 3-5 years · daily - Reviewed: April 2026 - Review source details: This review was submitted organically. No incentive was offered ManageEngine ServiceDesk Plus is a great tool for teams of any size. It's not only good for ticket management, it's also good for creating reports and asset tracking. Overall it's a good platform for teams of any size. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros - ServiceDesk Plus is very user friendly platform. You can train a new user to use it within minutes - It's very customizable. You can create many teams and then create rules for those teams. - Service Desk + is not only a ticketing service, it allows you to run reports, track assets, automate solutions for tickets etc. - Ticket management is very user friendly - you can do manual or automated assignment. - Not the most expensive platform on the market. - Supports SAML sign ins and 2FA which is always good - SD+ has a very good mobile app - Comes in Windows and Linux versions #### Cons - ServiceDesk+ has 2 server versions: Linux based and Windows based. Maintenance of Linux based version could be a problem if your team is mostly Windows specialist. This is the only real con I could think of --- ### Excellent value for money and full of features ticket system - Overall rating: 5/5 - Reviewer: Callum W. - Industry: Business Supplies and Equipment - Company size: 1001-5000 employees - Product usage: 3-5 years · daily - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. So far the products been great the past few years that we've used it. We've even picked up some of their other products too. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The deployment of the ticketing system was really fast and allowed for security mfa to be enabled. When it comes to value for money its fantastic and has a great learning curve as it has a knowledge page too. The actual improvement and efficiency of the ticket management is fantastic and super easy to use. #### Cons At times the product can be slow but when reporting this issue they are fast to fix it and also fast to reply to tickets too. --- ### Powerful capabilities in the right hands, but requires a lot of front-heavy time and customisation - Overall rating: 4/5 - Reviewer: connor q. - Industry: Media Production - Company size: 201-500 employees - Product usage: 3-5 years · daily - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. A very powerful tool that I would advise to any team that wants to implement heavy customisations and process automation whilst keeping associated costs minimal. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros Back-end automation and custom triggers allow for powerful workflows catered to specific and niche requirements #### Cons To fully utilise the automative functions requires some scripting knowledge and skills. The terminology tends to lean away from recognised universal standards, such as in relation to ITIL for the change management features --- ### Great ticketing system with customizable import systems - Overall rating: 5/5 - Reviewer: Austin E. - Industry: Insurance - Company size: 51-200 employees - Product usage: 3-5 years · daily - Reviewed: February 2026 - Review source details: This review was submitted organically. No incentive was offered Overall experience has been great. Price has always been reasonable for our use case and never had any issues with audits running though them. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Great ticketing system that has a lot of customizable features and ways to import emails into actionable items #### Cons Lack of documentation on the custom formatting of ticket forums can be frustrating if you are trying to setup custom email import rules --- ### Human Resource Systems Specialist - Overall rating: 4/5 - Reviewed: September 2026 - Industry: Financial Services - Company size: 1001-5000 employees Initially used in an IT Helpdesk role, the reviewer found ServiceDesk Plus to streamline query tracking and management significantly. Transitioning to HR, they noted the platform's advantages over previous methods like Excel and Monday.com, although some interface improvements are still needed. Full review available after login on Software Advice --- ### Helpdesk Support Specialist Level 3 - Overall rating: 4/5 - Reviewed: November 2026 - Industry: Biotechnology - Company size: 1001-5000 employees The platform has been beneficial in centralizing ticket management and service request tracking, leading to improved response times and increased SLA compliance. Organizations should be aware that customization can be complex and may require additional configuration for optimal performance. Full review available after login on Software Advice --- ### ServiceDesk Plus is Helpful on a Budget - Overall rating: 4/5 - Reviewer: Justin G. - Industry: Non-Profit Organization Management - Company size: 51-200 employees - Product usage: 3-5 years · daily - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, the experience has been pleasant. ServiceDesk Plus has served its purpose time and time again. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros ServiceDesk Plus has a free version available to my non-profit and has been most helpful in support ITSM for a small organization. Their support staff have always been willing to assist when contacted. #### Cons The Knowledgebase could use some work. While it is functional, it is not the most robust in features and doesn't tie into support tickets very well. --- ### My experience has been amazing and productive - Overall rating: 5/5 - Reviewer: Nicat B. - Industry: Government Administration - Company size: 201-500 employees - Product usage: less than 1 year · daily - Reviewed: May 2023 - Review source details: This review was submitted organically. No incentive was offered As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization. ManageEngine has many features. They are remote connection, video call and chat functions. You can even manage the computer's services or system files without connecting to the computer's desktop. I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support. However, the availability of the ticket system in the ManageEngine makes it easier for you to give detailed reports to both the work efficiency and the management. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface #### Cons It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive. --- ### Not ready for cloud - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Financial Services - Company size: 501-1000 employees - Product usage: a free trial · a few times a year - Reviewed: July 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 3/5 #### Pros ManageEngine comes out of the box with a number of pre-built workflows that can minimize time required for implementation and it integrates directly with TeamViewer which can be a huge benefit for technicians who frequently perform remote support. #### Cons The interface was not as simple or easy to use as other service desk applications out there and the ability to run scripts from the tool in order to automate self-service requests required the entire application to be installed on-prem. Sadly, the ability to execute reports requires a third party tool at an extra cost. --- ### Great software, could use more features - Overall rating: 4/5 - Reviewer: Harry S. - Industry: Construction - Company size: 51-200 employees - Product usage: 1-3 years · daily - Reviewed: November 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It's a great piece of software/service to have, it could do with being more fluid from an administrators point of view, but it's improving during the time we've been using it. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Multiple of the applications ManageEngine provide can be integrated with one another (not all at this current time) but this allows a more fluid and easy management of the services.The functionality of adding our assets and having a helpdesk in a single location is convenient and does the job required. There is also a feature on pages which if what you required isn't available in a "features" aspect, you can request it, however it isn't clear on when it will be implemented other than in a future version. #### Cons The functionality can be confusing for some features, some configurations need to be done in the admin settings when logically, I think being able to edit them in the current page you're on which the change relates to would be more convenient. Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen. --- ### A complete, easy to deploy and use, customizable service management solution - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: Self-Employed - Product usage: 3-5 years · daily - Reviewed: January 2022 - Review source details: This review was submitted organically. No incentive was offered We implemented it in a hared service center serving more than 40 legal entities, with approximately 2,000 workstations/users and about 36 technicians. We gradually implemented it and had the chance to streamline processes and customize the solution for our different companies. Integration with email and AD was a great help in setting up the environment with no additional work. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Functionality: 4/5 #### Pros It sports a complete set of well-designed and ITIL-oriented functions; it can fit both a small firm and an enterprise - with proper licensing and setup. Complete, customizable, easy to use, clear to setup, integrated with other Managengine (and 3rd party) solutions. #### Cons As per my latest experience (2019) workflow management could be improved; while it's not its primary focus, still it could give great advantages in automating service workflows (eg joiner & leavers). --- ### Great ticketing system for helpdesk - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Financial Services - Company size: 201-500 employees - Product usage: 3-5 years · daily - Reviewed: July 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 2/5 - Functionality: 4/5 #### Pros Ease of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app. #### Cons Reporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many --- ### Manage Engine Service Desk Review - Overall rating: 4/5 - Reviewer: Ricky D. - Industry: Legal Services - Company size: 501-1000 employees - Product usage: 1-3 years · daily - Reviewed: March 2022 - Review source details: This review was submitted organically. No incentive was offered We used it as a ticket system for IT but overall did not like the experience. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros It makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well #### Cons There is too much freedom for the technician around what they can do with the ticket. They can delete etc too easily, also it's not easy to use for the end user and hard to track outstanding tickets efficiently --- ### ManageEngine ServiceDesk Plus - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Chemicals - Company size: 201-500 employees - Product usage: less than 1 year · daily - Reviewed: December 2025 - Review source details: This review was submitted organically. No incentive was offered Our overall experience with ManageEngine ServiceDesk Plus has been highly positive. The solution has significantly reduced our operational burden by making our IT service management processes more organised, traceable, and efficient. Its comprehensive capabilities in critical areas such as request management, SLA tracking, automation workflows, and reporting have markedly improved the quality of our daily operations. Its user-friendly platform for both end-users and IT teams has accelerated the adaptation process. Thanks to its stable operational structure and extensive customisation options, it has demonstrated highly successful performance in adapting to our organisational needs. Overall, I can confidently say it is a reliable solution for organisations seeking to professionalise their processes and strengthen their service management. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The feature I like most about ManageEngine ServiceDesk Plus is the comprehensive and user-friendly service management infrastructure it offers. The ability to easily customise workflows, the powerful automation, and the fact that it enables end-to-end management of requests much more efficiently are significant advantages. Furthermore, its detailed reporting capabilities make it much easier to measure and improve processes. #### Cons The aspect I would like to see improved in ManageEngine ServiceDesk Plus is that some advanced configuration and integration steps occasionally require additional technical knowledge. Furthermore, making the interface more modern and fluid in extensive customisations could further enhance the user experience. Apart from that, although it has a robust structure overall, improvements in these areas would make the solution even more effective. --- ### Manage Engine Plus Recommended - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Hospital & Health Care - Company size: 1001-5000 employees - Product usage: 3-5 years · daily - Reviewed: June 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall Manage Engine Service desk plus is an easy to use and maintain solution for call logging and effective management of workloads and the Integrated CMDB is easy to understand #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It is very easy to use and the customisation options for how you want it to look on your browser makes things easier to layout #### Cons The Dark mode feature is not the best solution to making it more easily readable and there are not enough options to make it look better --- ### IT Manager - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Insurance - Company size: 51-200 employees - Product usage: less than 1 year · daily - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Very Good Ticketing system for out IT department. #### Cons The customization of templates is a but difficult to understand how the layout works. Some fields are not available for reporting such as the description. A notes field would be nice to add to list the states with date of where the ticket is in the process of getting resolved. --- ### Review of ServiceDesk Plus - Overall rating: 4/5 - Reviewer: Melih Ç. - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: less than 1 year · weekly - Reviewed: January 2025 - Review source details: This review was submitted organically. No incentive was offered I like ServiceDesk Plus as an ITSM tool and because its modules can be aligned according to its licencing, it helps customers' wallet thin. It has many integration capabilities which is very important for changed customer environments and templates for Incidents/Requests are very customizable according to the needs as well as the Request LifeCycle configs. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros ServiceDesk Plus is a highly customizable ITSM tool with many modules. It has Incident/Request Management, Change Managements, Project Management (Waterfall), Inventory Management, etc. This kind of management capabilities can easily align the customers' environments easily. Additionally, they have many integration capabilities like MS Teams, Endpoint Central, Jira and these are just native ones. With custom integrations, many products can be integrated with it. #### Cons Even if it has great tools, I believe the AI capabilities should be extended when incident and/or request tickets are being handled easily. Additionally, the ServiceDesk Plus Failover feature should be more smooth and easy to configure. --- ### "The Best HelpDesk Managing System" - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Banking - Company size: 1001-5000 employees - Product usage: less than 1 year · weekly - Reviewed: June 2021 - Review source details: This review was submitted organically. No incentive was offered ManageEngine ServiceDesk Plus is not just a help desk software. It is having so many useful functions/tools in-built and helping our organization to improve end user efficacy and motivating them self with ManageEngine ServiceDesk Plus. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros There are few most interesting features in ManageEngine ServiceDesk Plus such as customizing reporting, tracking via mobile app, Self-Service portal, IT release management ext. #### Cons There is no major impact with this software other than local support. Hope they will improve their support service more efficient manner. --- ### ServiceDesk Plus ManageEngine - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: 3-5 years · daily - Reviewed: June 2022 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### 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. ---