ManageEngine ServiceDesk Plus Reviews

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. 

We primarily use the solution for asset and incident management. We can use it for monitoring as well.

The mother-child features in the ticketing tool are great. You can upgrade up and down in terms of the level of importance of tickets, et cetera. 

The automation around report generation is great. It's easy to create reports and to automate who it is sent to. 

It makes the monitoring of tickets very simple. 

It is more flexible than ServiceNow in terms of cost. Its pricing is good. 

There are a lot of great templates that you can take advantage of. 

It is scalable. 

We'd like to have more integration into other platforms. 

We've had trouble transforming that data in ServiceDesk Plus, for example. 

I've used the solution for about seven years. 

The solution is stable. I've never had to worry about our subscription when I was using it. The solution is very reliable. 

The solution scales well. Even on-premises, it can scale; however, the cost would be a bit higher. It's easier to scale on the cloud. 

Support is better on the cloud than when you have an on-premises deployment. 

The local support is very accommodating. They are well-versed in the product. 

Positive

I'm also familiar with ServiceNow. 

The initial setup is easy. Migration is also very simple. You must have to create an XML file and move everything over. 

The solution doesn't really require any specific maintenance. As long as you are working on the latest version, you don't need to update to any additional features. Maintenance will only be needed if you upgrade. 

The pricing of the product is okay. We find it to be less expensive than ServiceNow. 

I was an end-user.

I am not using the latest version of the solution. I moved to another company recently. The last engagement I had with the solution was to upgrade the ServiceDesk to the latest version. 

I'd rate the solution nine out of ten. 

We generally use ManageEngine for incident and problem management as well as for project and contract management. This is not a product we sell but we've deployed it in our company to manage support requests for our customers. Our customers log their issues through the ManageEngine ServiceDesk Plus portal and also review the status of the logged issues. We have around 25 customers using this solution. 

This product improves the support functions and provides visibility to the status of the request and to the service levels for management and customers.  

Incident management is a good feature. In general, this is a very good product that's easy to use. The customizations are very straightforward but with limitations. We're impressed with the solution. 

We have problems with the customization of dashboards; developing them is very cumbersome and requires some knowledge of programming. In general, there are significant customization limitations to this solution. Our customers regularly ask for a dashboard to show additional details when they log an issue. They want to know the status of a ticket and whether the SLA has been violated. There is no feature for customization on some of the templates (e.g. Worklog).

The reporting feature of ManageEngine is not sufficiently rich. The reports are very two-dimensional and lack analytics. Multiple data layers can't be put on a graph. You need to extract the data and use other apps to do analytics, and do what you need offline. It lacks analytics and the option for a single view. The support is not that great and there is no one for us to ask. 

We also have challenges when incidents go to an RCA or CR. It's unclear how the different modules work tandemly within the product. It is hard to find support to know how the product is designed.

ManageEngine has no integration with WhatsApp which is a big drawback and one of the main reasons we're looking at other solutions. Also, we are looking for a product that has call center capabilities or a similar option to log requests through a phone call or through social media.

I've been using this solution for about 18 months. 

The stability is good and I haven't seen any outages or performance issues. In Sri Lanka, we have some limitations with the internet, but even with that I haven't had any performance issues.

I haven't had any scalability issues.  

I was able to get some support from the community but as an end user, I'd like to be able to get support from the company. We try to customize certain things but there's nobody to help us on our journey of using the product.

We charge the end customer if there's a CR or change management required, but I don't know how these cases work together and nobody else seems to know, including the distributor, who has very limited knowledge about the product. I'd like to see some good documentation or videos that we can look at and learn from.

Neutral

We used a free tool with in-house customization. 

The initial setup is very easy even if you don't have much knowledge. The configuration took us about a month. We took our time with it. We are constantly improving and adding new features as needed. In that sense, the solution requires management but not maintenance. 

Licensing costs are on the expensive side. We use the enterprise solution and pay around $700 per account. We're trying to keep costs down by putting only the L1 people onto the portal. The same goes for project management where we have a lot of challenges with the number of accounts ranging between 100-150. We have 60 users who need to work on the product day in and day out and we try to manage costs by having a limited number of accounts. Perhaps they could consider a licensing model for limited feature IDs, for example, where users only have access to specific features. The enterprise license includes the whole stack but not everybody needs everything. 

We looked at Freshdesk, ServiceNow, and Jira. It was a challenge to get product details and to find partners in Sri Lanka.

If you're in a mid-range environment, this product is quite good despite its limitations. Because of the drawbacks, I rate this solution seven out of 10. 

I've been involved in implementation and configuration and all the fine-tuning stuff. It's easy. 

The product helps us a lot in many respects. We have ten branches, and each branch has an average of 300 users. We're talking about 5,000 to 6,000 users across the sites. It would be very difficult if the users had to call and the IT analysts had to receive the calls. That would be a long day and a headache. 

ManageEngine has made our job a lot easier. We can handle the tickets for the users and initiate incident management, problem management, et cetera. Without SDP, we wouldn't be able to do it.

The chat box between the requester and the IT analyst is good. This feature is amazing. It can easily be between the requester and the IT analyst. 

SDP offers good customization for all workflows, which is useful. This one is very helpful in general. 

It's stable. 

We have found the solution to be scalable. 

In terms of support, actually, they take a long time. They need to be faster. They have to work on technical support. This is number one.

The UI for the app needs improvement. ManageEngine SDP hasn't had any changes in three years. There are no major changes in the UI, and other platforms get updated rather often. 

I've been using the solution for almost four years.

The solution is stable. 

I strongly recommend, before migrating or updating to any version, to make sure that your SQL database has no alerts or warnings or any kind. That could be an issue. Also, the path for the program needs to be excluded from the antivirus.

The solution is scalable. It can adapt based on your business, on workflow.

In our company, across all the IT teams, and we're talking about a three-tier system with network and onsite support, we have almost 50 to 60 people.

We may scale another ManageEngine solution in the future.

Technical support needs to be faster and more responsive. 

Neutral

We have used AD Manager and the AD Audit as well.

We had three people managing the deployment and maintenance aspects of the solution. 

We have seen a return on investment. We have seen how the users have grown in their IT background and knowledge. There is a return on investment in many aspects.

I can't speak to the exact cost of the solution. 

I'm using the current version of the solution. 

I would recommend users design the product very well at the outset. They have to make sure that the database is installed correctly, and the Windows server and the Windows server for SQL both should be on the current version and matched to avoid any troubles. This is very important.

I'd rate the solution seven out of ten.

You can integrate OpManager with ServiceDesk Plus, which allows you to automatically assign tickets to the appropriate technician, non-technician, or other staff members within any department. This integration ensures a seamless workflow, providing a comprehensive solution through ServiceDesk Plus with a well-rounded ecosystem.

It offers robust project management capabilities. You can create projects, define staging environments, and set rules and regulations according to organizational standards. You can establish a hierarchical approval process where designated groups or governing bodies review specific stages. Projects follow a structured workflow, with approvals and oversight managed effectively through the project management tool.

It allows for customization of dashboards based on individual user needs. You can set up different dashboard views for each user, tailored to their requirements. For example, one user might need access to network system data, while another may require different information. Each user can have a personalized dashboard that displays the relevant data they need to perform their tasks effectively.

New features may be introduced as add-ons, which could require additional payments from users to access these new functionalities.

I have been using ManageEngine ServiceDesk Plus for six months.

Installing and running ServiceDesk Plus is straightforward for someone with IT skills, such as a graduate working in the IT department. However, it's important to pay attention to security features. Sensitive data should be protected and not exposed to unauthorized team members. Ensuring that the right individuals handle the system's installation, configuration, and management is crucial to maintaining security and proper access controls.

It takes 20 minutes to complete.

You will enable two-factor authentication, configure email functions, set up dashboards, and manage credentials. Additionally, you will gather details, scan the infrastructure, and integrate other software tools, such as Jira, with ServiceDesk Plus. The installation time will vary depending on your network and specific requirements.

Overall, I rate the solution an eight out of ten.

We're using ManageEngine ServiceDesk Plus for ticketing, incident management, and change management.

What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support.

I also found the ManageEngine ServiceDesk Plus user interface intuitive and its menus, display, and report creation great.

In any product, there's always room for improvement, and my team is further evaluating which improvements should be added to ManageEngine ServiceDesk Plus or any workaround or features that my team has yet to leverage with, but the file where my team listed the information isn't with me right now.

Customization has room for improvement in ManageEngine ServiceDesk Plus. Currently, it's tricky to customize.

In the next release of the solution, I want the capability to add more fields to the dashboards.

I'm new in the company, so I'm a new user of ManageEngine ServiceDesk Plus. I've been using it for almost two months.

ManageEngine ServiceDesk Plus is stable, and I can even access it off-premises or outside of the office.

ManageEngine ServiceDesk Plus is a scalable solution, so my company was able to add more users and utilize its features.

The technical support for ManageEngine ServiceDesk Plus is good, considering it's partnered with a local company here in the Philippines.

My colleagues previously used ServiceNow before using ManageEngine ServiceDesk Plus. Pricing was the reason the company switched to ManageEngine ServiceDesk Plus.

When I joined the company, ManageEngine ServiceDesk Plus had been set up, so I have no information on how my company set it up.

ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used.

We're evaluating ManageEngine OpManager, ADSS, and 360.

My company uses ManageEngine ServiceDesk Plus and Desktop Central.

In the company, roughly two thousand plus people use ManageEngine ServiceDesk Plus, with less than twenty admins in charge of the maintenance.

My advice if you're planning to implement ManageEngine ServiceDesk Plus is to define the processes for which you want to use it. Next, you must have a dedicated person who will map your processes against the system's capability so that you can leverage or maximize the features offered by ManageEngine ServiceDesk Plus.

My rating for ManageEngine ServiceDesk Plus is eight out of ten. If it was easy to customize, I could give it a ten.

My company is a ManageEngine ServiceDesk Plus customer.

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

ServiceDesk makes us more time-efficient and improves our internal service. When a user who needs help tries to contact us and we don't answer, they aren't happy.

I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others. 

ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive. 

I've been using ServiceDesk Plus for a little less than a year. 

ServiceDesk is stable. 

ServiceDesk is scalable. We have about 200 users. 

We rely on the integrator for support.

Setting up ServiceDesk is straightforward. I rate ServiceDesk 10 out of 10 for ease of setup. 

We used an integrator to deploy ServiceDesk, but it was fast and painless. 

We pay for an annual license charged per technician, not end-user. If I remember correctly, it's $1,000 or $2,000 a year for seven technicians. 

We looked at other solutions, but we didn't find another system with the same features that is suitable for a small organization. ServiceDesk's price is fair, and the functionality is robust. 

I rate ServiceDesk 10 out of 10. 

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.