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.

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We have a number of use cases, such as incident reporting, especially for cybersecurity. We also use the solution for change management, since there is an option to approve and disapprove changes in the environment. View full review »

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

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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.

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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.

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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.

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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.

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One major way it helps is by providing complete visibility on fixed assets, particularly IT assets like endpoints, servers, and network switches. It tracks their whereabouts, lifecycle, and warranty or AMC management.

For example, if a laptop has a three-year on-site comprehensive warranty with accidental damage protection, and the user accidentally breaks it, we may sometimes consider purchasing a replacement instead of using the existing warranty because we are unaware of the coverage. This is one of the business use cases. 

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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.

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We use ManageEngine ServiceDesk Plus for incident management, problem management, service management, and help desk. Basically, help desk.

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We are using ManageEngine ServiceDesk Plus as a complete ITSM tool.

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In my experience, I have implemented it at four different companies including Banyan Health Systems, Jessie Trice Health Systems, Harvard Maintenance, and another service-based company. I primarily use it to maintain different health systems.

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The primary use case of this solution is to help us manage our support for the companies we start.

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Our company uses the solution as our in-house ticketing tool, for level one and level two automations, and for our help desk. 

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I use the solution in my company mostly for ticketing and contract management.

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We primarily use the solution for asset and incident management. We can use it for monitoring as well.

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We generally use ManageEngine for incident and problem management as well as for project and contract management. This is not a product we sell but we've deployed it in our company to manage support requests for our customers. Our customers log their issues through the ManageEngine ServiceDesk Plus portal and also review the status of the logged issues. We have around 25 customers using this solution. 

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I've been involved in implementation and configuration and all the fine-tuning stuff. It's easy. 

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We're using ManageEngine ServiceDesk Plus for ticketing, incident management, and change management.

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Right now, we use ServiceDesk for help desk and ticketing, but we plan to implement asset management. 

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We use the product as an IT service desk and ticketing. 

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I am using ManageEngine ServiceDesk Plus mainly for ticketing.

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This is a software-as-a-service platform and we're using it for IT incident and problem management, as well as for asset management and procurement requirements. I'm the global chief information officer of the company and we are customers of ManageEngine. 

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We have two use cases for this solution. Some of them are out of the box, while the other is based on the clients' or our requirements. Those are the use cases, for example, DDoS attacks we build.

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My primary use of the solution is not hands-on. I'm the architect. I was involved with getting the architecture going, getting the systems up and running. I've also got insights into the configuration. I'm not working with it on a day-to-day basis.

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I have only used its demo version for evaluation. We haven't yet implemented it. I have been playing with ServiceDesk Plus for incident management, service request management, and some change request workflows. There is also a CMDB, which seems to be quite good. 

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ManageEngine ServiceDesk Plus is primarily used for service desk ticketing and instant management.

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We use ManageEngine ServiceDesk Plus for people in our domestic holding can open any ticket from anywhere.

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We use ManageEngine ServiceDesk Plus for all helpdesk, MDM solutions, ITSM, and more.

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We use it for incident management mostly, though we also try to use it for problem management, but most of the time we use it for managing and resolving incidents.

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I use this solution as a support engineer in the IT department. I provide services for my colleagues inside the company.

It is used to improve communications between other departments and to build more ITL servers for business processes in our IT department.

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We are using it for logging all the cases. We use it to track all the efforts, ensure that all requirements are met, tickets are recorded, and the work is being done by the respective teams.

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In our company, we use this solution on a daily basis as an administration application for reporting, where you can assign incident tickets or trade tickets and the relevant department uses it for follow up on problems or changes that have occurred.

I use it to create reports that show our teams where the issues are, what's going well, and what can be improved. My colleagues use it from a workflow perspective.

We have different organizations with a centralized help desk that will lock calls into groups of 20 or 30 people. We have a team that builds and customizes it and then we have all kinds of managers that pull out reports.

Finally, we have numerous end-users working on their own products. We also have external parties that provide services that use this application to work on incident problems and changes.

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We have an application that we support. Any challenge that we find in the application we report in ManageEngine ServiceDesk Plus and then we get it resolved by escalating to the vendor where necessary (The vendor manages the system infrastructure.)

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We use the solution for asset management and for ticketing. We use it as a support solution.

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Our primary use case for the solution is for IT support across departments in our company. We provide templates for users that are not specialists so they can install them immediately. We deploy the solution both on cloud and on-premises.

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We use it as a daily ticketing system for IT, in-house and on hardware.

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We use it for asset management, system tickets, trouble tickets, project management, software deployment, and remote control.

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As a reseller and integrator, I help clients implement this solution.

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Our primary use case is a ticket management tool for the end user in my company.

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We primarily use the solution for service request management.

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We are a system integrator, and we have been dealing with all versions of this product. We have seen its development from the beginning when it was a plain ticketing solution. We have tried all the flavors of ManageEngine ServiceDesk Plus, and we have on-premises and cloud deployments of this solution.

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This product is our helpdesk solution and we use it for call logging and management.

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We use this solution for our help desk, and for change management.

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Our primary use case for ManageEngine ServiceDesk Plus is to service our internal employees with in our company. We're continually optimizing this solution.

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Our primary use case for this product is providing technical support for our platform. This solution allows us to create the support tickets and forward them to different technical groups for resolution.

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We have a toll free number for our company, customers call us and ask about their problem. We issue the ticket to the customer as well as our local internal team. Then after the team tickets the number and the particular client coded up. We resolve the issue and after the issue is resolved we close the ticket. This is our main mode of operation. When we go through the audit, the company requires that all of these tickets require the solution. That's why we use this application. Mainly for auditing purposes for this application.

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ServiceDesk Plus is good to support internal IT help desk systems, external customer support systems, and request management within the company. 

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We install and implement ServiceDesk Plus for various industries, starting from common enterprises up to IT companies running data center services. They are happy to use SDP, even the standard version, with Service Catalog add-ons.

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It's our ticketing tool.

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This is a very elite and mature ManageEngine product. We are based in Pakistan and I'm the enterprise senior account manager.

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This is available on mobile and it is on the server, which helps us in management.

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