ManageEngine ServiceDesk Plus Reviews

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

The tool is very comprehensive for service management. It is excellent from the service management perspective. The only challenge we are having is integrating with Jira.

Mainly, these are the services we expect now:

• incident management
• service management and
• change management.

We mainly for dashboards and reports on dashboards for analytics. We also want logging and tracking of duplicate tickets.

Asset management capability is also good. 

The tool is good for service management. We don't have any problem. But we want a more integrated platform for both development activities and service management. We need something integrated based on our business model.

For example, we may develop a product. Once developed, it will be deployed into the personal environment. If there's an issue with the product, we use ManageEngine ServiceDesk software, but ManageEngine is not integrated with Jira. 

Product development will be in Jira, and we manage service management with the ManageEngine tool. So, both are different platforms. We want an inter-relation between development activities and the ServiceDesk related to those development activities.

The tool should be open to integration with other official tools, such as Jira, which is used by most companies for development activities.

The tool itself is very good, but the only problem is integrating it with Jira, based on our business model.

I have been using it for a couple of years. 

As a solution for self-service management, I would rate it a nine out of ten.

I would recommend it to others. 

Scalability is very good. That's not a problem. We have multiple groups: a business group, a development team, and the ServiceDesk team. Three different teams use the tool.

We have business teams, marketing teams, and technical teams. So, there are around a hundred end users. 

The initial setup is straightforward, easy to use, and friendly. The features are very good. We don't have any problems.

We have a technical team.

ManageEngine is a cost-effective tool, there's no doubt. Compared to other tools like ServiceNow, ManageEngine is the best tool.

Cost-wise, it is less than other products, compared to JSM. ManageEngine is a little bit low cost. The only challenge we have is integration with Jira.

So the pricing is reasonable for the ServiceDesk solution.

We are interested in an integrated platform for both Jira and Jira Service Management. We are already using both, but they are not integrated. 

We want to use Jira for platform development and Jira Service Management for service management.

We are trying to integrate ManageEngine ServiceDesk Plus with Jira, but our integration is not working very smoothly. We have challenges integrating with Jira.

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

ManageEngine ServiceDesk Plus has made things easy for me. The page and operations of the tool are more user-friendly. While working on ManageEngine, the workflow is easy to follow, allowing for relevant changes to be made at any point in time from both the customer and admin perspectives.

The workflows and the modules are very easy. From an end-user perspective, pages are easy to navigate and get things up faster. From an admin perspective, the settings and things are straightforward. If you want to create a workflow or report, then you could go for it. A few settings go from the developer end, but apart from that, anyone who just knows a few application settings. They can easily navigate to anything and then do whatever they want. The page is really user-friendly, including the admin settings.

The application works in a straightforward method every time when it comes to the on-premises part. There is an application drive, log drive, and a few things that must be taken into control, even the application that requires AV exclusion and all those things. They need to work on the aforementioned area. 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. It could be better if they just come up with something in that manner.

There's a basic methodology for maintaining the application and its dependency on Postgres, and local SQL is an area that, if changed for the better, can prove to be great.

I have been working with ManageEngine ServiceDesk Plus as a customer for five years. I use ManageEngine ServiceDesk Plus in my current company, but my previous experience is with the ManageEngine MSP product.

I rate the solution's stability a straight nine out of ten.

Scalability depends on how you want to deploy it on-premise, on a small or large scale, because my experience is completely on-premises. It is very fast, you can copy-paste the entire application to another server, and the application starts working. It's very easy to increase RAM size or anything else. It's way easier than any other ITSM tool that I have used. I have used BMC Remedy and ServiceNow before. Based on that, ManageEngine ServiceDesk is a piece of cake.

We have 60 technicians working with this solution in our current company, and in my previous organization, we have more than 120 technicians.

We have plans to increase the usage of the solution in the current company.

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

When it comes to technical support, it depends upon the contract you have. ManageEngine's chat team provides support. The chat team offers hands-on support. However, if you need advanced support, a team from India works. So, there are times when it might get delayed, but the product is straightforward, and there aren't many enhancements or stuff that need to be done.

It is a solution tailored for debugging. They provide step-by-step guidance based on the specific issue you're facing. For example, if you face a problem called A, then they ask you to go for steps from one to ten in a certain manner. If you are facing problems called B and C together, the support asks you to follow a particular set of steps. In most cases, they already have a tailored solution, and not much time is required to resolve issues.

I rate the technical support an eight out of ten.

Positive

I have used BMC Remedy and ServiceNow before.

A basic application person with knowledge of ITSM could work on the ManageEngine. When it comes to ServiceNow, you need more expertise and more of an application manager dedicated to service-related stuff.

To rate the initial setup, I would give it an eight to nine out of ten.

If you have a proper plan, implementation is just a day job. If you have a tailored setting and a clear idea of what you're looking forward to, the implementation shouldn't take more than a week.

If you need to create a workflow, design, have a template for change requests, and have the entire plan in mind, it shouldn't take more than a week.

Anyone who has to implement it should clearly understand how an ITSM tool works. If they do, the deployment process becomes very easy and straightforward.

The deployment would not require more than one expert because we had only one person for the product's implementation. With not more than two people around, it could be done remotely. We deployed it remotely, which was as straightforward as a piece of cake.

The solution's price is not high. It's moderately priced, because of which it is a tool that anyone could easily choose. ManageEngine ServiceDesk Plus is a reasonably priced product.

If you want a standalone system to work for a longer period, always consider ManageEngine ServiceDesk Plus. It's easy to use, and you don't need to be a real system analyst to work on the application or generate workflow. You just need a basic understanding of the technology and workflow; someone with knowledge of ITSM can handle the process.

Overall, I rate the solution nine and a half out of ten.

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.

One of the most valuable features of Service Desk Plus is that it has everything in one package. It includes the entire ITIL framework, assets, and projects, which is essential in my opinion.

I think asset management took a hit recently. They changed the way they do it by moving it to their patch management software, which no longer supports an agent installed on the computers. In my opinion, this was a step backward for them, as I didn't need the patch management but rather the agents and remote capabilities that the agent brought without the additional costs and overhead. It still works via script running on the computer, but that's not the same as being able to install it and have it run or send a live feed.

We did not experience any stability issues while using the product.

The product scales up effortlessly and you can easily add users.

The customer service is not as good as it should be. Sometimes they get a little convoluted.

Positive

I have used Service Desk Plus, as well as Zoho Assist and their patch management software. I can't remember the name of the patch management software right now. But, I'm very happy with them. I have used and compared many different software options such as Samanage (SolarWinds), ServiceNow, BMC Remedyforce, BMC FootPrints Service Core, and Salesforce.

In my opinion, Service Desk Plus is hands down the best bang for the buck. It's easy to configure and I don't need a programmer to run it.

Setting up the product for an enterprise-level company was easy. I was able to complete the initial setup within a week. Other similar products usually take at least 30 days to set up.

I have used the cloud version which limits the need for the on-premise version. The cloud version is much easier to use because there is no maintenance required. The only thing you need to do is to set up the active directory sync, which updates your users automatically. It is the only thing you need to worry about, and it's done automatically.

I would rate the pricing ten out of ten. It's the best bang for your buck. When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper for seven agents and the same number of assets.

I would rate the product nine out of ten. The only issue I have is with the asset piece, which could be improved.

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

The solution has helped the company in terms of managing our support for the companies we start. It is multi-tenant. We can provide our customers with insights into their data. The customer can log in, they can post a ticket there, and can get the report. 

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

Everything with this solution has room for improvement. The service provider version is MS and it is not getting frequent updates. When we tried to upgrade a couple of weeks ago, it ruined the database and we had to restore it. We lost a couple of tickets that were raised at that time.

The solution is not good in terms of change management. The support is not 24-7 so you have to wait for the support person to start their shift. We are not getting good support from the ManageEngine team so the technical support can be improved. The reporting is not that good. The high-level graphs which we need to grab for our management, are not clear at all. For example, when I extract the weekly reports for management for the P1, P2, and P3 tickets they are all a mess. The graphs are not clear and can be improved. The SLA timer also doesn't work well. We have set our working hours to be from this day to this day but the timer doesn't stop for some reason. We have raised a couple of tickets with ManageEngine and we didn't receive support.

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.

I have been using the solution for four years.

The solution is stable.

The solution can be scaled.

The support is not 24-7 so you have to wait for the support person to start their shift. We are not getting good support from the ManageEngine team so the technical support can be improved.

Neutral

The initial setup took over a month for the vendor in Oman. We hired someone to implement it for us because it was not straightforward.

The implementation was completed through a vendor.

I do not see a return on investment with this solution.

The licensing is around $10,000 per year.

I give the solution a three out of ten.

We have 53 technicians who work on the tickets on a daily basis and over 500 customers who raise tickets for us to serve them.

We are not performing maintenance on this solution. We are deciding to cancel this product and move to Jira because Jira is a much better solution. No one in our organization has maintained the solution since the initial setup.

I do not recommend ManageEngine Servicedesk Plus. I would recommend Jira Service Management which is much better.

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.

We are not using the cloud-based version of the solution, but the service provider version. It is an old version, laggy, and the reporting is not good in the ManageEngine ServiceDesk.

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

The implementation is very straightforward for our technical team.

The solution is interactive and flexible so engineers find it much easier to work with than other tools.

The adaptability and end user training are very easy. 

A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management.

I have been using the solution for ten years. 

The solution is very stable and do not have stability issues when applying upgrades or bug fixes. 

The stability is rated a nine out of ten. 

The solution is scalable and we've never had any issues. The solution is mostly for medium-sized or enterprise-level companies. You can easily scale from 100 users to 1,000+ users. The licensing makes scaling easy. 

The scalability is rated a nine out of ten. 

If you have any issues with implementation, support is available to help. Technical support is rated a nine out of ten. 

Positive

The setup and implementation are very straightforward. We've never faced any issues with implementations or operability. 

A service desk technician with two or three years of experience will have no issues with setup or a vanilla installation. There is documentation for everything on the internet so there aren't any challenges. 

The solution offers both on-premises and cloud versions. On-premises has some limitations on the AI side. If you go with cloud-based, then you get many more features and cognitive support. 

We implement and manage the solution for customers. 

The price is much better than other products so pricing is rated an eight out of ten. 

Initially, we also used the solution for our service desk and managed users. There was some constraint on pricing and the solution didn't offer AI support, so we moved to Symphony Summit AI. Comparatively, both tools are now at the same level with little difference. 

Summit has to be installed on-premises or on Azure only. It is also very expensive, particularly for the AI part. You need a bunch of licenses on the asset and technician fronts. 

The solution can be installed anywhere including AWS or Google cloud. It is just a matter of spinning up a VM to have it installed. The solution keeps evolving and provides much more than what most SMB customers require. 

I rate the solution a nine out of ten. 

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

The most valuable feature of the solution is the core service desk part, especially when a client needs something. The client raises a ticket, and we solve it, write down recommendations or the solution, and close the ticket. We have a log of all the tickets that we had in the past PeerSpot so we can analyze what happens and so on.

Mostly that we can track the incidents, requests, and so on, making it the main purpose why we use the tool. We also can track contracts, their expiration, and so on. It is a side tool that is very useful.

I think that the tool should try to streamline the user interface even more because there are a lot of options that can be offered to users. I think that we can expect some changes in the tool's UI, as maybe ManageEngine may add something to it, but for what we are using it, I would say that the tool is good. I don't have any specific ideas of what needs to be upgraded or changed.

I have been using ManageEngine ServiceDesk Plus for around three years. I am a customer of the tool.

It is a stable solution.

It is a scalable solution.

We received satisfactory responses to a few questions my company raised with the solution's technical support. We also use our external partner to handle any big issues. When our company contacted the external partner, they solved the problem in a short period of time.

I have not worked with any tools similar to ManageEngine ServiceDesk Plus.

I am not sure if I have seen an ROI. We don't analyze it like that. We are losing less time on some things we had to do manually before, but nothing specific.

The tool's price is okay and in line with other products, maybe even cheaper than some products. There have been some changes in the pricing models in the last few years, so it is bound to change, but right now, it is okay. My company is quite satisfied with the price.

My company is not planning to switch to another tool from ManageEngine ServiceDesk Plus. We are sure that we will use it for a few years, then see what needs to be done.

The self-service portal enhances our company's user experience. I would say that the tool is comprehensive. It is quite easy to manage it or to tune it for specific users.

Integrating the tool with our existing systems wasn't a big problem. Our company got some outside help, but it was quite straightforward and not overly complicated.

My company is quite satisfied with the tool's options and features.

I rate the tool an eight out of ten.

I particularly liked the dashboard features. It displays reports effectively and provides notifications for new tickets assigned to us. 

Additionally, the ticket automation is impressive. When a technician is assigned to a ticket, they automatically receive a notification. 

Overall, its ease of use is very good. 

We're comparing it to other ITSM systems. The main areas for improvement seem to be Active Directory integration and Single Sign-On (SSO) capabilities.

So, I would like to have SSO as well.

We have used it, or rather, I've used it on a trial version. It was the Standard Plus edition. We were in negotiations with ManageEngine and waiting for a demo before the company decided on implementation.

It is a stable solution. I would rate the stability a nine out of ten. 

There were around 30 users using this solution in total. I would rate the scalability an eight out of ten. It is a scalable product.

Support was good. Anytime we raised issues, we got instant feedback. We didn't have to wait too long.

Positive

I have experience with Jira.

I highly prefer ManageEngine. Faster and better interaction. Didn't need many integrations. With Jira, especially for support, raising issues sometimes takes a day. But in interface and user experience, ManageEngine is better than Jira.

It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes.

I would rate my experience with the initial setup an eight out of ten, with ten being easy. 

It was fully cloud-based. We didn't want an on-premises solution.

I would rate the pricing a six out of ten, with ten being expensive. It is above average. But it is neither cheap nor expensive.

Overall, I would rate the solution a seven out of ten. I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later.

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. 

The tool is easily configurable and we can make any changes ourselves whenever we want. ManageEngine has already provided additional modules that we can integrate in the future. 

We were unable to load tickets from the previous platform to the new platform, to transfer the database of tickets and that was a problem for us. I'd like to see more flexibility in the configuration of the workflows. We currently use layouts because we know that if we need something more complex, it will be difficult to map.

We completed implementation a few months ago and I've been using this solution every since.

The solution is stable. 

The solution is scalable, we have around 30 licensed users.

We're still receiving support from the implementer so haven't had to deal with technical support yet. 

I think the implementation was pretty simple and didn't take much time. 

The solution is reasonably priced. 

We looked at ServiceNow as an option but the cost would have been about 10 times more than we're paying for ServiceDesk Plus.

In the future, we're going to see some hybrid platforms in the cloud and also in the application. Because of that, I think the solution needs to be more integratable so customers can interact easily with other platforms. 

I rate this solution nine out of 10.