IT Central Station is now PeerSpot: Here's why

ManageEngine ServiceDesk Plus Primary Use Case

Anil  Rao - PeerSpot reviewer
Vice President Delivery & Operations at Rezilyens

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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EM
Coordinador de Servicios Tecnológicos at a legal firm with 501-1,000 employees

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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Anand Khandelwal - PeerSpot reviewer
Global Service Delivery Manager at a computer software company with 10,001+ employees

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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Buyer's Guide
ManageEngine ServiceDesk Plus
July 2022
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: July 2022.
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Munir Noor - PeerSpot reviewer
System Security Engineer at a tech services company with 201-500 employees

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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Mykola Shved - PeerSpot reviewer
Head of Global IT Delivery at Acino Pharma AG

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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ManishRajora - PeerSpot reviewer
Project Engineer at I.T Solutions India Pvt Ltd

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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TS
Applications Specialist II at a government with 501-1,000 employees

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

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JV
Manager Advisory at iOCO

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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MW
Quality Management at a financial services firm with 201-500 employees

We primarily use the solution for service request management.

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WA
ITSM Engineer at a tech services company with 11-50 employees

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

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MK
It distribution manager at Megatrade

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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SP
Manager IT at a energy/utilities company with 1,001-5,000 employees

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

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Elizabeth  Juarez - PeerSpot reviewer
Global Chief Information Officer/ Chief Technology Officer at Kidzania

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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Sigal Svilim - PeerSpot reviewer
Chief Information Officer at Supergas

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

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NG
Quality Assurance Project Engeneer at a tech services company with 1,001-5,000 employees

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

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BM
Senior Manager, Customer Services and Operational Support at a tech services company with 201-500 employees

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

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FM
IT Support Specialist at a transportation company with 201-500 employees

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

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Yassin Hassan - PeerSpot reviewer
Senior Technical Support Engineer at a agriculture with 1,001-5,000 employees

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

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SYED KAMRAN AHMED - PeerSpot reviewer
Enterprise Senior Account Manager Sales at a tech services company with 51-200 employees

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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Buyer's Guide
ManageEngine ServiceDesk Plus
July 2022
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: July 2022.
622,645 professionals have used our research since 2012.