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ManageEngine ServiceDesk Plus pros and cons

Vendor: ManageEngine

4.0 out of 5

68 reviews
91% willing to recommend

1,236 followers

Pros & Cons summary

ManageEngine ServiceDesk Plus offers features such as project management and workflow automation, saving time for IT personnel. Users value its ticket management but desire improved asset management for performance metrics. While it integrates with ManageEngine products, external software integration requires coding due to inflexible APIs. Setup is easy, yet customization in ITIL functions is limited. Enhanced SLAs and advanced reporting analytics would also benefit users.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

ManageEngine ServiceDesk Plus efficiently handles internal and external requests, reducing the need for manual ticket assignments.

Its Service Catalog and Project Management features are appreciated for their ease of use and quick installation.

Automation in workflow significantly saves time, allowing IT personnel to focus on critical tasks.

The integration capabilities with other systems are robust, providing a comprehensive platform for various departments like HR and finance.

ManageEngine ServiceDesk Plus offers excellent scalability, with a strong feature set including incident, change, and request management.

CONS

ManageEngine ServiceDesk Plus lacks flexibility in customization and workflow configuration, making it difficult for users to optimize processes according to their needs.

ManageEngine ServiceDesk Plus does not support extensive integration capabilities, requiring significant coding effort and resulting in limited external software connectivity.

The asset management functionality in ManageEngine ServiceDesk Plus is limited and struggles with performance monitoring and notifications for devices.

ManageEngine ServiceDesk Plus has an ineffective timing and response SLA setup for service requests, with no differentiation based on priority levels, which affects service quality.

Reports and analytics in ManageEngine ServiceDesk Plus are subpar and require improvement, lacking the ability to produce highly customized reports or integrate with Business Intelligence tools seamlessly.

ManageEngine ServiceDesk Plus Pros review quotes

System Administrator at HRA

Jul 18, 2023

I rate the solution a ten out of ten for scalability.

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Sampath Gunawardena

Head Of Customer Support at NCinga

Jan 16, 2023

Incident Management is a good feature.

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Sivakumar Murugavel

Head Of IT Infrastructure Network Security and Compliance at LMW

Jun 6, 2024

ServiceDesk Plus improved the turnaround time for asset allocation and the employee onboarding process.

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ManageEngine ServiceDesk Plus

Free Report: ManageEngine ServiceDesk Plus Reviews and More

Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: June 2025.

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Bhavani Prasad Paragi

General Manager at Qwikcilver

Mar 28, 2019

The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things.

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Vice President Delivery & Operations at Rezilyens

May 19, 2022

The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage.

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EM

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

Dec 27, 2021

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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Isaac Al Wahaibi

Senior Application Support Specialist at Oman Data Park

Nov 18, 2022

The most valuable feature is the ticketing system which is working well.

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DK

MIS Manager at Misr Glass Manufacturing

Aug 21, 2019

When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated.

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CS

Senior Engineer Network security at Ubiquiti

Sep 30, 2024

ServiceDesk Plus stands out due to its ease of implementation.

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OA

Opoku Afriyie-Asante

Data Analyst/Software Engineer at a government with 5,001-10,000 employees

Jul 19, 2020

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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ManageEngine ServiceDesk Plus Cons review quotes

System Administrator at HRA

Jul 18, 2023

It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application.

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Sampath Gunawardena

Head Of Customer Support at NCinga

Jan 16, 2023

Offers very limited customizations.

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Sivakumar Murugavel

Head Of IT Infrastructure Network Security and Compliance at LMW

Jun 6, 2024

The CMDB should have correlation capabilities.

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ManageEngine ServiceDesk Plus

Free Report: ManageEngine ServiceDesk Plus Reviews and More

Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: June 2025.

859,957 professionals have used our research since 2012.

Bhavani Prasad Paragi

General Manager at Qwikcilver

Mar 28, 2019

I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception.

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Vice President Delivery & Operations at Rezilyens

May 19, 2022

There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them.

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EM

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

Dec 27, 2021

The self-service feature for end users and the knowledge base need to be improved.

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Isaac Al Wahaibi

Senior Application Support Specialist at Oman Data Park

Nov 18, 2022

The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go.

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DK

MIS Manager at Misr Glass Manufacturing

Aug 21, 2019

We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform.

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CS

Senior Engineer Network security at Ubiquiti

Sep 30, 2024

ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow.

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OA

Opoku Afriyie-Asante

Data Analyst/Software Engineer at a government with 5,001-10,000 employees

Jul 19, 2020

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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Show 10 more reviews (out of 60)

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