ManageEngine ServiceDesk Plus Reviews

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

The tool's most valuable feature is task creation. The tickets get timestamps of key points in the ticket lifecycle as well. 

ManageEngine ServiceDesk Plus changes need to be done in the production environment directly. There is no facility to make changes in the DEV environment and then move the changes to PROD. 

I have been working with the product since 2019. 

The solution is stable. 

ManageEngine ServiceDesk Plus is scalable. 

ManageEngine ServiceDesk Plus' support is good. 

Neutral

The tool's deployment is easy. We have five resources to help with the deployment. 

ManageEngine ServiceDesk Plus' pricing is reasonable. 

I rate the tool a seven out of ten. 

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.

What I find the most valuable about ManageEngine ServiceDesk Plus is the dashboard. You can build your own dashboard and the reporting is compatible with Power BI. So we built a lot of your interface data and reports via Power BI. 

ManageEngine ServiceDesk Plus is also very easy to use. The features are okay and we never had any problems. 

With ManageEngine ServiceDesk Plus, for example, the configuration is easier compared to other products like it. I use SolarWinds and also ServiceNow, but I found ManageEngine configuration easier.

There is room for improvement in automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them. We have had certain incidents come up as many as ten times. 

I would like to see a few more enhanced reporting features. Right now, we do not have an integration with other reporting tools. I would also like to see a SIEM, PAM, or team tool. 

I have been using ManageEngine ServiceDesk Plus for about five years. 

ManageEngine ServiceDesk Plus is quite stable. We have not had any issues; we mostly use the task model. We already have more than 16 customers on the SaaS model. We are managing four on-prem. These are all government clients in different countries like Uganda, Kenya, Tanzania, and Malawi. 

Our entire SOC and NOC is using ManageEngine ServiceDesk Plus. That's 50 agent licenses; more than 25,000 devices and 50 agents. 

We have had to use ManageEngine ServiceDesk Plus's tech support once or twice. A client of ours had all of their systems on a product called ConnectWise; they had their proprietary hardware, like their firewalls, switches, access points, and routers. So we needed some help with configuring. 

Neutral

Yes, previously we were using ServiceNow, but it was very expensive and we could not use it for our assembly clients because they could not afford it. 

We also found that ServiceNow was not the optimal solution for assembly clients with 300 to 500 devices. 

The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage. Currently, we are looking into moving our bigger clients to ManageEngine ServiceDesk Plus. 

The initial setup was very easy. Even the dashboard was easy to setup. 

We deployed ManageEngine ServiceDesk Plus in-house. 

ManageEngine ServiceDesk Plus is definitely worth it. We have seen a return on our investment. 

ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs. 

My advice to somebody looking to implement this solution is to first figure out how large your organization is and whether you can dedicate a team to it or if you will need to outsource the deployment. If the latter is the case, you need to look into the cost of that. The best case scenario is dedicating an in-house team to the deployment because the training that ManageEngine ServiceDesk Plus provides is very good. This means you will save money. 

Integrating with other products is simple. We recently integrated with Azure Sentinel and were able to quickly collect logs connected to use cases and analyze them. ManageEngine ServiceDesk Plus offers lots of connectors, which means you do not have to build them. Also, the configuration is not very difficult. For example, if you are running it in your environment, it will automatically discover all your systems and you can pick and choose which ones you want to manage and drop the rest. Then, you can start emulating and putting up SLAs, configuring them, and consequently using them. 

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.

Previously, when we had incidents, we couldn't discover where the bug was coming from. Now, if we have an incident, we attach it to an application, and when we look at the application, we know the specific development machine, and we know that it's on specific hardware, as well as where this hardware is located on a specific data center. We know everything about the network connection, so it's easier to find issues. We now have good visibility of our entire information system.

When we change something in production, somewhere, we now can easily understand the risks we are taking. We know if this application is dependent on another. The visibility, the risk, and whether we want to do the change during the day, or overnight, for example, becomes very clear.

The CMDB and the database of assets that we are using are the most valuable features. After that, we really enjoy the incident management and change management features.

The solution offers a lot of opportunities for integrations. We can integrate with Slack,
Azure, all the API alternatives, etc. There's a lot of integration modules provided.

The solution is quite extensive, and I’ve only used the sections related to project management. I’m not sure if it was lacking any features. For me, it had everything I needed. I’ve never experienced any technical issues at all.

The only issue for us is the pricing, which is quite high in comparison with the competition.

The timing reporting module, and how it's used is a bit difficult to understand.

Everything related to project management is quite extensive and it needs to be simplified. At first, our users didn't want to use it, because it seemed a bit complex.

I've been using this solution for a few years.

The most valuable feature of ManageEngine ServiceDesk Plus is change management.

The solution’s reporting could be improved. The solution's integration with other tools is not straightforward.

I have been using ManageEngine ServiceDesk Plus for five years.

We have faced some bugs with the solution. Sometimes, the system goes down for unknown reasons.

I rate the solution a six or seven out of ten for stability.

More than 100 users use the solution daily in our organization.

I rate the solution an eight out of ten for scalability.

Since we are not their premium customers, they don't answer our concerns quickly. It takes some time to get answers from the technical support team.

Neutral

I have previously used ServiceNow and Jira.

The solution’s initial setup is not very complicated.

The solution's pricing is good compared to other products.

On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten.

ManageEngine ServiceDesk Plus is a very good tool that has improved our IT support workflow. I rate the solution a six out of ten for the customization and scalability of our business needs.

Overall, I rate ManageEngine ServiceDesk Plus a seven out of ten.

I am using ManageEngine ServiceDesk Plus mainly for ticketing.

The most valuable feature of ManageEngine ServiceDesk Plus is ticket management.

ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization.

I have been using ManageEngine ServiceDesk Plus for approximately two years.

ManageEngine ServiceDesk Plus is a stable solution.

ManageEngine ServiceDesk Plus is a scalable solution.

We have 200 users using the solution in the free edition.

I have not used the support from ManageEngine ServiceDesk Plus. Whenever there is any problem then I search online. We have not had an issue that we would need to contact support. We have found that the documentation online is 90 percent efficient.

The initial setup of ManageEngine ServiceDesk Plus is very easy.

I rate the initial setup of ManageEngine ServiceDesk Plus a four out of five.

I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional. 

When comparing ManageEngine ServiceDesk Plus to other solutions it is much easier to operate, manage, create users, and design incident tickets. Overall, everything is very easy.

I recommend this solution to others. It is important to know the port number they will be using before they proceed.

I rate ManageEngine ServiceDesk Plus an eight out of ten.

The service delivery could be improved.

We have been using this solution for about five years.

It is good, and it meets our needs. It ensures the tracking of all costs for end-user issues. It allows us to generate reports and location demands and make our forecasts over a period of time. We can analyze incident calls and the time it takes to resolve every call or every incident.

It is scalable.

I rate the technical support a ten out of ten. We have contacted them and have annual license renewals and maintenance agreements with the service provider.

Positive

It was easy to set up.

It's a good product. It serves the end need of the customer and I rate it a seven out of ten. We haven't completed a comparative analysis for deliverability, availability or usability, but ManageEngine ServiceDesk Plus is good. 

Regarding advice, there are so many variables involved. I would recommend it to anybody at any time especially foe the support level for the end users. It's scalable, it's user-friendly and easy to understand. You can configure it to suit your specific needs.

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. 

It has a lot of modules, such as change management, project management, and all these are combined into one portal. So, we can manage projects from the same system, and we can do also change management, which is ITIL aligned.

Its pricing model makes it more affordable as compared to a lot of systems out there. So, it is affordable, and it also has the best service.

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.

I have been using this solution for around six years. I have been using it since 2015.

Based on my experience, it is mostly available. So far, we haven't found any bugs in the system. ManageEngine is always giving updates and upgrades for any bugs or issues.

We have a tool for monitoring the 24/7 availability of the product or site. Most of the outages that take place in a month are not because of the system itself. They happen because the people who do the upgrade in the back office didn't notify us in time. This unpreparedness affects the availability of the system.

It is straightforward. There is detailed documentation that you can refer to while setting it up. You need to prepare the environment as per the specifications in the documentation. If you prepare your environment and meet the prerequisites, you can easily install it.

As compared to a lot of systems out there, it is more affordable.

I would rate ManageEngine ServiceDesk Plus a nine out of 10. It is perfect, but there is always room for improvement.

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.

I like how it can be integrated and expanded with other ManageEngine products.

ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version.

I would like to see the new trends and new technology in the IT department and in the industry implemented quickly.

I have been working with ManageEngine ServiceDesk Plus for approximately four and a half years.

ManageEngine ServiceDesk Plus is stable. We have not had any issues or experienced any crashes.

It's a scalable solution. It scales well with other software products, which is something that is very useful in the IT department.

Response time for level two and level three questions is very fast.

For level one, they provide all of the necessary information. There is no need to ask for technical support.

I'm familiar with HelpDesk, and ITSM Solutions. 

My previous position was as a support technical engineer. I understand the benefits of this solution and the importance of the support engineering team.

The initial setup is straightforward.

Any technical expert can easily use it.

It is cheaper than the competitors.

Before implementing or deciding to implement any new software, you must understand the results you will achieve. From that, you will choose the right product.

I would rate ManageEngine ServiceDesk Plus an eight out of ten.