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Examples of the 83,000+ reviews on PeerSpot:

ShashiGupta - PeerSpot reviewer
Soo at a manufacturing company with 10,001+ employees
Real User
Top 10
Offers a platform for raising tickets and obtaining quick solutions
Pros and Cons
  • "If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
  • "The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."

What is most valuable?

If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions.

For instance, if you require a virtual machine from a specific data center group, you no longer need to endure traditional processes. Automation kicks in, and you have all the necessary details within moments. This efficiency level isn't confined to just IT; it also permeates management levels. Beyond that, the tool offers scalability and flexibility, facilitating the maintenance of knowledge repositories and standard release processes. Additionally, it has features where users can make service requests based on their specific needs, thanks to tailored questionnaires. This ensures that only the exact resources that can support us will be allocated. 

What needs improvement?

The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility. 

It also needs improvement in product categorization and information organization based on feedback and surveys. Currently, there are limitations in terms of user-friendliness and customization options. For instance, the inability to adjust certain categories or banners hampers usability, especially compared to other platforms like AngularJS or NodeJS. 

The tool needs improvement in monitoring. Every asset has a plethora of monitoring tools available in the market. Requirements may vary from customer to customer, but from what I've observed in large-scale industries, it falls short.

From my experience, it typically takes around six to seven months for BMC Helix ITSM to go through the discovery phase, provide releases, test them repeatedly, and so on. Over the past four or five years, I've raised various cases with different companies, and it consistently took a minimum of three to six months to resolve them. Sometimes, I had to close the cases because I had to move to a newer version to overcome those bugs. Apart from that, it's been quite challenging when it comes to performance because we haven't received that level of support. So, there's a need for improvement or better resources to be allocated at the initial stage. I wouldn't say that we don't receive support, but if the right resources are aligned at the right time, it would make things easier for the end customer.

For how long have I used the solution?

I have been using the product for more than seven years. 

What do I think about the stability of the solution?

When evaluating the tool's overall stability, I would rate it around a six out of ten upon fresh installation. However, as the system adapts to its environment and smoothens out, the stability significantly improves, reaching around a nine out of ten. So, shortly after installation, it may start at six out of ten, but within six months to a year, it typically stabilizes and earns a rating of nine out of ten for its stability.

The expanding nature of the environment may be unfamiliar. The requirements BMC Helix ITSM suggests for installation are also uncertain, as they haven't been tested in the live environment. Real repercussions become apparent once you proceed with infrastructure installation, including real-time unexpected issues.

What do I think about the scalability of the solution?

My company has more than 1000 product users. 

How was the initial setup?

The ease of installation largely depends on your specific requirements when it comes to the initial installation of BMC Helix ITSM. If you're opting for a containerized deployment, it's not necessarily straightforward; I'd rate it around a six out of ten on a scale of difficulty. However, if you're leveraging cloud-based deployment, the tool manages everything, including instances and scalability. 

What other advice do I have?

I have experienced all the phases of BMC Helix ITSM: standalone, on-premises, containerized, and cloud-based. I have worked in all these environments. ITSM deployment depends on various factors. Currently, we are transitioning to containers instead of the cloud. Specific dependencies influence this choice. Many large companies opt for containerization, while some move to the cloud. The primary reason is the reluctance to expose their data publicly.

I rate the overall product an eight out of ten. 

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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CarlosPerez5 - PeerSpot reviewer
IT Director at Banyan Health Systems, Inc.
Real User
Has valuable incident management capabilities and good technical support services
Pros and Cons
  • "The platform's most beneficial features are incident management, change management, request management, and asset management."
  • "The product's asset management tool needs improvement."

What is our primary use case?

I have configured ManageEngine ServiceDesk Plus for four companies. These organizations have utilized the product to manage IT tickets and requests efficiently. In my role, I utilize the platform within the IT framework for incident management, change management, problem management, asset management, and other related tasks.

How has it helped my organization?

The project management capability in ManageEngine ServiceDesk Plus has had a notable impact on my team's productivity. However, streamlining processes requires improvement. While the tool offers everything necessary for project management, building projects from the beginning can be time-consuming. Implementing templates, wizards, or AI assistance to simplify project setup and task generation would greatly enhance efficiency.

What is most valuable?

The platform's most beneficial features are incident management, change management, request management, and asset management.

What needs improvement?

The product's asset management tool needs improvement. It operates on an agentless system, relying on the patch management tool for agents. It is time-consuming as users must run a script and log in to send back asset information to the server. With an agent-based approach, installation in the image would automatically provide updated asset information, ensuring accuracy even if users don't log in for an extended period.

For how long have I used the solution?

We have been using ManageEngine ServiceDesk Plus for 15 years.

What do I think about the stability of the solution?

The product is stable. I rate the stability a ten out of ten.

What do I think about the scalability of the solution?

The product is scalable. We can easily add new features and licenses to it.

How are customer service and support?

The technical support services are good.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

We switched to ManageEngine ServiceDesk Plus from another product for better scalability, ease of setup, and capability to provide efficient metrics.

How was the initial setup?

The initial setup is simple. Anyone with good technical expertise can manage the process easily.

I have deployed the product both on-premises and in the cloud. Currently, I'm using the Software as a Service (SaaS) solution, which is easier to set up. However, I've noticed that with the SaaS solution, patches are applied automatically, and sometimes this process can introduce bugs.

The maintenance is handled automatically, eliminating the need for any manual upkeep. It helps minimize the extra expenses. 

What about the implementation team?

I have implemented the product myself.

What's my experience with pricing, setup cost, and licensing?

The platform has good pricing. I rate it a four or five.

What other advice do I have?

I have integrated ServiceDesk Plus with various tools such as Azure and Outlook. However, I faced challenges with integrating it with a few phone systems.

The reporting and analytics functionality in ServiceDesk Plus has been excellent for decision-making.

I recommend the product and rate it a nine out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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