ManageEngine ServiceDesk Plus Reviews

My main use case for ManageEngine ServiceDesk Plus is to record the day-to-day customer requests and incidents or any queries about our solutions, and we record those solutions and provide their solution as well as other ManageEngine solutions. If customers have issues or concerns, they communicate with us, and that mail is converted to a service request, allowing us to provide them the solution based on our experience and knowledge.

ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage.

I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view.

The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow.

When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA.

The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency.

ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.

Currently, ManageEngine ServiceDesk Plus is a mature solution, and I do not think major improvements are needed, as it already covers most ITIL features such as incident, change, problem, service request, asset management, project management, and release management. Some minor fine-tuning based on global changes could be beneficial.

I think they can improve custom dashboards as a small enhancement.

I have been using ManageEngine ServiceDesk Plus for around ten years plus, and being a distributor of ManageEngine ServiceDesk Plus, we have been working for the last six years.

In my experience, ManageEngine ServiceDesk Plus has shown stability with no downtime and no major issues identified thus far.

ManageEngine ServiceDesk Plus is fully customizable and can easily handle my organization's growth and changing requirements.

For customer support from ManageEngine ServiceDesk Plus, I can reach out via email or call directly to the support mobile number, and there is also a support portal to raise tickets. My experience has been good.

Positive

Before switching to ManageEngine ServiceDesk Plus, I was using Symphony SummitAI in my previous organization, which struggled with timely resolution of issues identified in their system. They provided alternative solutions instead of the right one when problems arose.

As a service management solution in Bangladesh, ManageEngine ServiceDesk Plus is very user-friendly, easy to install and configure, and has a strong community along with an accessible admin guide on their website. It is also a budget-friendly solution tailored to customer needs, which easily follows ITIL processes and procedures. Organizations considering deploying ITIL practices can confidently purchase this solution.

I have seen a return on investment with ManageEngine ServiceDesk Plus as it saves both money and time. For example, previously incidents had to be resolved manually, requiring communication to respective teams via email, but now automatically generated tickets streamline this process while adhering to SLA times, ultimately saving resources.

Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterprise. The Enterprise edition is the full suite, and the Professional edition has incident and asset management, while other features such as service catalog and change management can be purchased as add-ons. The licensing is based on the number of technicians or analysts providing support as well as the number of IT assets, with no limitation on adding IT assets in ManageEngine ServiceDesk Plus.

I evaluated other options before choosing ManageEngine ServiceDesk Plus, such as Jira, but we required an on-premise solution, so we did not consider it further.

My advice for others considering using ManageEngine ServiceDesk Plus is to do their homework about how their organization runs before implementing a service management solution to ensure a smooth deployment. I would rate this product 9.5 out of 10.

We have many products from ManageEngine ServiceDesk Plus running in our environment. Everything is part of a bundled solution. We have many products, including those for reporting purposes. Everything we are using comes from ManageEngine ServiceDesk Plus.

The solution is used mostly with server-related tasks. I am partially a user of the system. I don't manage anything, as different teams in our organization manage those functions. I am one of the users who accesses some of the features available in ManageEngine ServiceDesk Plus.

I don't use the IT component as that's managed by a different team altogether. I don't have access to that functionality.

The solution is user-friendly and has all the features we need. It is very effective in its operation.

They helped us customize several requirements according to our needs.

The impact has been significant as it has consolidated everything. All the services and critical functions we need are in one tool. As a user, I find it very user-friendly and not complicated to access the available features. It has reduced many of our complications and dependencies.

From a user perspective, I am very satisfied with the current functionality. I don't see any improvements that are required.

They might be working on integrating AI functionality. Additionally, they have multiple different tools for each service. They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities. I'm not certain if such an option exists currently.

We have been using products from ManageEngine ServiceDesk Plus for more than 10-12 years.

We have been using many products from ManageEngine ServiceDesk Plus for more than 10-12 years. We have never encountered any issues with them. The product works well and meets our requirements.

Initially, I set up the OpManager setup. Now we have moved to a cloud-based solution where we are just users and don't manage it.

The customer service is really good. We primarily use email support, and they assist us during various scenarios. They respond to emails based on time zone considerations.

Their service quality deserves a rating of eight to nine out of ten. We have never needed to escalate any issues.

Positive

We are exclusively customers of this solution.

I am currently just a user of the system. Initially, I was part of the implementation team and was involved in configuration setup. The dashboard setup was customized according to each department using the tool.

Most communication methods are restricted. Apart from email, we don't use any other communication method with ManageEngine ServiceDesk Plus. We have different tools for other communications.

Based on my experience in our medium-sized company, I would definitely recommend using it in this type of environment.

The active users are primarily from IT or support functionality, numbering around 20 to 25 people. Other users create tickets by sending emails to the tool when they have issues.

I rate ManageEngine ServiceDesk Plus 9 out of 10.

My main use case for ManageEngine ServiceDesk Plus is that we are receiving tickets from multiple users regarding issues or problems they are facing, and we also generate some reports for the KPI of our agents.

The best features of ManageEngine ServiceDesk Plus overall, which I personally use the most, are that it is highly regarded because it strikes a great balance between deep ITIL, Information Technology Infrastructure Library, functionality, and straightforward configuration.

ManageEngine ServiceDesk Plus has impacted my organization by standardizing the tribal knowledge, adding great value for our team for the efficiency of the team, and professionalizing the support experience. I can put numbers to the impact by saying that we have saved a lot of time through automation, which recaptured about 2,000 tickets per week. This reduced daily work and headcount, as we no longer need the additional person just for assigning tickets to agents.

ManageEngine ServiceDesk Plus has changed how my team collaborates by improving communication, and the clarity of each ticket and the process and work for each ticket is much clearer.

The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and manual patching, along with the rigid reporting engine and clunky analytics.

I wish that ManageEngine ServiceDesk Plus had the native agentless cloud infrastructure scanning and the universal low-code automation engine because of the Deluge scripting. If I could change just one thing about ManageEngine ServiceDesk Plus, it would be replacing the Deluge scripting with a universal and visual low-code automation engine that supports native PowerShell and Python, as it currently hinders me from triggering advanced API calls or automating infrastructure tasks effectively.

I have been familiar with ManageEngine ServiceDesk Plus for about 10 months.

Before I started with ManageEngine ServiceDesk Plus, I was using Jira. ManageEngine ServiceDesk Plus stood out to me compared to Jira because the better thing is you can find all of your tickets in one place, and also you can check the other team members' tickets.

When I first implemented or started using ManageEngine ServiceDesk Plus, it took about one month to get fully up and running.

Our team needed some formal training on ManageEngine ServiceDesk Plus; we have trained our team to use it.

When I actually open ManageEngine ServiceDesk Plus, the first thing I am doing is checking my tickets, the tickets have been assigned to me automatically by the system.

The scope of that workflow is not an individual process I handle on my own; all the team handles tickets.

Adoption overall is that all the company uses it, but we have some power users because there is an individual user, the regular user to create the tickets on the system, and we are the power users to handle the tickets and do the rest of the work.

My advice for someone considering ManageEngine ServiceDesk Plus who has a similar workflow to mine is that if they are running a high-volume operation, it should not just be tracking the work but aggressively eliminating manual touch, pre-classifying, enforcing rules, and treating custom triggers as automation. I would rate my overall experience with ManageEngine ServiceDesk Plus an 8.

The main use cases with ManageEngine ServiceDesk Plus are for providing IT services and managing services for customers.

The automation features in ManageEngine ServiceDesk Plus are what I like the most, particularly the business rules and customization capabilities.

In terms of performance and benefits, there is no manual intervention required. This is the biggest benefit as the team requires minimal effort to manage this particular tool.

ManageEngine ServiceDesk Plus provides excellent asset management capabilities. The CMDB is very comprehensive in asset management and is up to mark, as we are managing the assets effectively with their support.

The solution needs to integrate with the telecom system in more depth. Currently, the feature is limited to the SMS level for notifications. We require integration at the telecom level so that when a P1 ticket is raised, it will automatically call the particular technician immediately instead of just sending an SMS.

I have been working with this tool for around two to three years.

The ManageEngine technical support team deserves a rating of ten out of ten because we receive up-to-date support.

Positive

I have conducted research on various APM tools including ManageEngine OpManager, SolarWinds, Splunk, and Zabbix. I primarily use Zabbix, which can be integrated with ManageEngine ServiceDesk Plus in the MSP models.

ManageEngine ServiceDesk Plus provides AI features through Zia, which is integrated into the system. It automatically provides recommendations to users. When tickets are raised multiple times, Zia provides recommendations for rule creation to avoid manual handling.

On a scale of 1-10, I rate ManageEngine ServiceDesk Plus a 9.

We primarily use ManageEngine ServiceDesk Plus to define and manage use cases. Compared to ServiceNow, it serves as a simpler and more user-friendly knowledge base. This tool is beneficial for handling problem management and storing solutions to recurring issues in the knowledge base.

The solution has enhanced our ability to manage issues efficiently due to its user-friendly knowledge base. Any problem defined and solved is readily accessible, helping us solve issues more quickly than other tools like ServiceNow.

The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. 

This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.

ManageEngine needs to improve its handling of large volumes, as it cannot manage transaction volumes as effectively as ServiceNow. Integration with other cloud systems like AWS and Azure is also more challenging and requires scripting, which is easier with ServiceNow.

I have been working with ManageEngine ServiceDesk Plus for around ten to 11 years now.

The stability of ManageEngine ServiceDesk Plus is excellent. We have not experienced any significant issues, and I would rate its stability as nine out of ten.

Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.

The customer support for ManageEngine could be improved, especially for coverage during the Asia Pacific shift. Immediate responses are not always available, resulting in an overall rating of eight out of ten for ManageEngine's support.

Positive

We used ServiceNow previously. We switched to ManageEngine primarily due to cost considerations since ServiceNow is significantly more expensive.

The initial setup of ManageEngine is straightforward and user-friendly, akin to a menu-driven Microsoft application. I would rate it 8.5 out of ten in terms of ease.

Both solutions have yielded measurable return on investment. ManageEngine has been particularly beneficial for small and medium-sized businesses in terms of value for money since they receive similar service at a lower cost compared to ServiceNow.

The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses. While I don’t currently have the exact licensing costs, the transition from ServiceNow to ManageEngine was driven by the affordability factor.

I advise small and medium businesses to opt for ManageEngine due to its affordability. However, for larger enterprises with operations in multiple global locations, I recommend ServiceNow. My overall rating for ManageEngine ServiceDesk Plus is nine out of ten.

We use this tool for ticketing purposes, incident management, change management, and problem management within our IT infrastructure. It is also utilized to monitor systems and integrate with other tools like ServiceNow.

It's a very user-friendly tool with good performance. All necessary features for these activities are included, such as incident management, change management, and problem management. The automation features help resolve issues automatically. Its integration capabilities include REST APIs.

The licensing model should be more flexible. The current approach requires individual licenses, which become costly. Additionally, there could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.

The tool is reliable with good performance.

The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.

The information regarding customer service is based on feedback from colleagues, not personal experience.

Neutral

I have experience with ManageEngine for monitoring and have used different tools for integration, like ServiceNow.

They are in a medium range. It is not as expensive as ServiceNow, which has a very high cost.

Other tools considered or used for integration include ServiceNow.

This tool is suitable for general service management and IT infrastructure management. It is more cost-effective than some competitors, like ServiceNow, for small and medium-sized companies.

Neutral

We manage more than 100 sites with ManageEngine ServiceDesk Plus for different clients. The tool helps monitor and manage over five hundred routers, around one hundred access points, and supports numerous users. ServiceDesk Plus allows us to create tickets for issues like network problems, change management for activities like known power outages, and problem management for recurring incidents.

ServiceDesk Plus has significantly reduced manpower needs by allowing end users to open tickets themselves. This improves efficiency and ensures quicker resolution of IT issues. The tool also helps with managing ticket distribution, analyzing report data to reduce recurring incidents, and transferring tickets to the appropriate support team.

ServiceDesk Plus stands out due to its ease of implementation; you can simply download the software, install it, and it's ready to be used. It is user-friendly, making it accessible even for those without advanced IT knowledge. Additionally, it includes helpful features for automation and ticket creation, ensuring a smoother operation.

ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow. It should also include more compatibility with different types of devices, especially concerning SNMP details for monitoring purposes. Enhancements in AI tools integration may also be beneficial.

I have worked with ServiceDesk Plus within the last 12 months and in my previous company for almost three years.

I find the tool to be stable. There was one instance where the server went down, causing a disruption, but it was resolved by restarting the server. Given the continuous operation environment, occasional hiccups are expected.

We have managed more than 100 sites and 700 devices with up to 2,000 users without any major issues. The tool is quite scalable and supports different instances for each client.

We have had positive experiences with technical support, receiving timely responses and solutions. The support has been quite helpful overall.

Positive

In the past twelve months, I have worked with ServiceDesk, Zendesk, and ManageEngine ServiceDesk Plus.

The initial setup of ManageEngine ServiceDesk Plus is very straightforward. You download the software, install it on a virtual machine, and it follows a simple next-next-next process, like installing a game.

We have an integration team to handle specifics, but basic setup can be done easily by anyone familiar with downloading and installing software.

Using ServiceDesk Plus can reduce manpower by allowing end-users to create and manage tickets themselves. It also simplifies ticket and incident management, helping to reduce the occurrence of repeated issues.

I am not directly involved with the pricing and negotiations, but I am aware they are managed by the higher management of the company.

I have worked with other solutions like ServiceDesk, Zendesk, and ServiceNow.

I would recommend ServiceDesk Plus to other users. It is a stable solution and comparatively more affordable than ServiceNow.

I'd rate the solution seven out of ten.

Actually, we use it for the help desk ticket, the change request, and for the project as well. We are using almost all the modules. But the main purpose is for the help desk tickets.

While I see the normal features of a ticketing system in ManageEngine ServiceDesk Plus, a good workflow engine is definitely present. I appreciate the streamlined processes. The automation capabilities are good, with the workflow being an integral part of it.

There is a limitation when assigning an approval; it has to be a single user. It would be beneficial to have an option to assign approvals to a user group or a variable.

We have been using the solution for five or six years.

We have not faced any stability issues or challenges with this tool. For stability, I would rate it a nine out fo ten.

I would rate the scalability of ManageEngine ServiceDesk Plus an eight out of ten.

I have interacted with the technical support. It was not perfect, but it was good. I would rate the customer service and support a seven out of ten.

Neutral

I have seen Jira ServiceDesk Management yet not in-depth, so I don't have full information about it.

The initial setup is easy. On a scale from one to ten, where ten means easy, I would rate it nine and a half.

I think it's feasible comparing with other solutions.

I have seen Jira ServiceDesk Management. I've not used it in-depth, so my knowledge about it is limited.

It's good to go for it. It's a ticketing ITSM solution, and for the ticketing system, it's good. I would rate the overall solution a nine out of ten.

We started using ServiceDesk Plus when we had it on-premises, but now we are using the cloud version. It is used for asset management, ticket management, and change control processes.

The solution helps us with asset tracking, ticket management, and achieving compliance with government regulations. It plugs gaps that other ITSM and MDM solutions cannot cover and ensures our compliance.

The ticketing function is very straightforward and easy to use. It has the basic capabilities of tracking assets. Though it might lack some advanced functions like multiple types of depreciation calculations, it is sufficient for our needs.

If it could have a tighter integration with Microsoft 365, particularly for email flow, it would be great. Currently, the email system within ServiceDesk Plus does not always capture all emails in 365, which can be problematic for eDiscovery.

I have been working with ServiceDesk Plus for about six years.

ServiceDesk Plus's stability is rated nine out of ten. ManageEngine's support is very solid and helps maintain stability.

Scalability is rated between eight and nine out of ten.

Customer service is excellent, rated at ten out of ten. Technical support includes first-call resolution, meaning even the level one support engineers are extremely knowledgeable and well-trained.

Positive

The initial setup is simple. We have two instances, one internal and one client-facing. Each instance took about two to three weeks to set up.

Cost-wise, ServiceDesk Plus is cheaper than competitors but still maintains quality. It is also flexible with licensing, which makes it suitable for different-sized companies.

ServiceNow is a main competitor, but it is much more expensive.

ServiceDesk Plus is recommended for any company size due to its flexibility in licensing and cost. It is a suitable choice for ITSM and endpoint management.