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ManageEngine ServiceDesk Plus Pros

EM
Coordinador de Servicios Tecnológicos at a legal firm with 501-1,000 employees
Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions.
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Data Analyst/Software Engineer at a government with 5,001-10,000 employees
ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use.
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Global Service Delivery Manager at a computer software company with 10,001+ employees
Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.
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Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
565,304 professionals have used our research since 2012.
System Security Engineer at a tech services company with 201-500 employees
Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances.
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Head of Global IT Delivery at Acino Pharma AG
CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.
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Project Engineer at I.T Solutions India Pvt Ltd
The solution offers a lot of opportunities for integrations.
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TS
Applications Specialist II at a government with 501-1,000 employees
The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users.
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Systems Analyst at Bismarck
Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that.
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JV
Manager Advisory at iOCO
There's no problem with the software.
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MW
Quality Management at a financial services firm with 201-500 employees
The product is extremely user-friendly. It is easy to build the workflows and electronic forms.
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ManageEngine ServiceDesk Plus Cons

EM
Coordinador de Servicios Tecnológicos at a legal firm with 501-1,000 employees
The self-service feature for end users and the knowledge base need to be improved.
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Data Analyst/Software Engineer at a government with 5,001-10,000 employees
Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful.
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Global Service Delivery Manager at a computer software company with 10,001+ employees
It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different.
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Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
565,304 professionals have used our research since 2012.
System Security Engineer at a tech services company with 201-500 employees
Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement.
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Head of Global IT Delivery at Acino Pharma AG
Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature.
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Project Engineer at I.T Solutions India Pvt Ltd
The timing reporting module, and how it's used is a bit difficult to understand.
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TS
Applications Specialist II at a government with 501-1,000 employees
There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option.
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Systems Analyst at Bismarck
As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker.
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JV
Manager Advisory at iOCO
There's no native integrations between the systems.
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MW
Quality Management at a financial services firm with 201-500 employees
The solution, overall, is expensive.
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Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
565,304 professionals have used our research since 2012.