ManageEngine ServiceDesk Plus Reviews

I'm currently using ServiceDesk Plus for lifeCycle management and inventory relationships with the CMDB.

I use ServiceDesk Plus in a Fortune 1000 company to show physical topologies of software to hardware relationships. With so many applications living on so many servers and with databases housing data for multiple applications, it is difficult to trace and understand the relationship between them. ServiceDesk Plus helps eliminate confusion of what hardware/software/users are impacted during a DR or scheduled maintenance.

The search feature is hidden and limited to specific categories of assets. When searching for an asset, you need to know the category in which it exits. If it was not scanned properly and it was not categorized correctly, you will need to scan the asset from all CI types. And when that is done, you lose the action menu for the asset. However, once you discover what category the asset lives in, then you can search that category specifically to enable the actions drop-down menu.

Also, there seems to be a lack of the ability to export assets in the CMDB. A report can be generated but not exported. The only option is to copy the contents of the report on the screen and to paste them into Excel. This is not a good option since it brings along an image for each asset and a hyper link. The application certainly needs a good export.

Change Management and Service Catalog lack any decent customization. You are forced to fit you business needs with the functionality of the product.

Support needs a serious attention. Getting any help is next to impossible.

They do not flow together very well. The product feels like many different solutions packed into one.

I've used it for 1 year.

I did not deploy this product as it was already deployed by the company I am consulting for.

We've had no issues with stability at this time, but I have only worked with it for a short period of time.

I've used the product across multiple countries, several plants, and corporate offices for a Fortune 1000 company with no issues. I would say scalability is good.

Technical support has been horrible to deal with. It can take days to return your call if they return it at all. When they finally do work with you on questions or problems they are not much help.

I have found their forums to be a much better place to get questions answered.

The application was installed by the local IT team at the company.

I currently use Spiceworks for our solution and to monitor several other customer sites. This product is a little more robust in the inventory and topology of the assets. If you are looking for a good CMDB, I would choose this product over Spiceworks. However, I have not had a chance to work with the help desk modules of this product and cannot express any comparison to Spiceworks in that regard.

Since my last review I have spent much more time with this product. Although it is an all in one solution for many technologies they do not flow very well together nor is it an Enterprise solution. It does help desk and inventory very well. Other modules such as Change Management and Service Catalog are there but lack good customization to fit your enterprise needs.

ManageEngine is easy to support.

With asset management in ServiceDesk Plus, it's not hard. It's not as robust as Ivanti.

The strength is its pricing. It is easy to use. It is not as complicated as Ivanti. 

In terms of enhancements, additional features for automatic asset discovery would be beneficial. Perhaps the ability to deploy an agent on the network to discover assets automatically.

So, I would like to see potentially more automation features.

Moreover, the reporting is not as good as Ivanti. So, ManageEngine could certainly improve on that.

I have been working with this product for six years now. 

The customer service and support are good. 

Positive

For the most part, it is easy to implement. There might be occasional glitches, but it's generally straightforward.

I've only used the on-premises version of ServiceDesk Plus.

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

ManageEngine ServiceDesk Plus is primarily used for service desk ticketing and instant management.

The workflow automation is the most valuable feature of this solution.

If you approve something, it automatically goes to the next person for approval.

It's quite good. 

It's quite intuitive.

The interface is not the best. The user interface could be more intuitive.

I have been working with ManageEngine ServiceDesk Plus for a few years.

I believe that we are working with the most recent version.

ManageEngine ServiceDesk Plus is a very stable solution.

ManageEngine ServiceDesk Plus is very scalable.

We have 40 users in our company.

Technical support is good. We have received very good support from them.

It was fairly easy to set up.

Pricing can always be improved and made more affordable.

I'm not involved in the pricing.

Consider it seriously, because I know we looked at ServiceNow, and ServiceNow was significantly more expensive. However, I do not believe the price is justified for our size organization. I believe it is one of those tools that provide excellent value for money.

I would rate ManageEngine ServiceDesk Plus a nine out of ten.

We use it for incident management mostly, though we also try to use it for problem management, but most of the time we use it for managing and resolving incidents.

The most valuable feature for me is the ability to make workflows. We haven't experienced that whole functionality, because I'm based in Lima, Peru, while our headquarters is in Colombia, where the administration of this solution is handled. We have not been customizing this tool here in Lima, but the workflow is very important. Other features that are also important include configuration management (configuration management database) and the knowledge base (recorded solutions function).

I like this solution's interface because it's user-friendly and works well on the cloud.

This solution is good because it's on the cloud, so customers are told ahead of time if there's scheduled maintenance. We receive emails prior to the maintenance period.

The additional feature I'd like to see in the next release is related to self-service on the user side. I have this new environment of users at home and making them independent would be a good point to enforce. Improving the knowledge base also goes along with that.

I've been using it for approximately one year.

I find this solution stable.

The scalability of this solution is good.

I haven't had the chance to contact technical support. Maybe the person in our Colombia headquarters who worked with the reseller was able to contact support, but I'm not sure if the support was from the reseller or from the ManageEngine ServiceDesk Plus support team.

The setup was easy. It's common to have some mistakes for all tools. Loading your users and loading your configuration items were not difficult.

This was managed by our Colombia headquarters, but I can tell by the communication we received that deployment was through a third party: the reseller.

We deployed this solution on the cloud.

For pricing, I'm not on the negotiation team. We only received the product. Our headquarters in Colombia bought all the licenses. I can't tell you whether it's cheap, or whether it's expensive, or the cost-benefit. I have no information about that.

I can't tell you an area or room for improvement, though it's a good question because we only use one or two in asset management and operations management. We haven't tried it in other departments or areas. For example, I don't know if it works well for managing and monitoring service-level agreements. I can't tell you exactly based on my experience with this solution.

Deployment of this solution took no longer than two days.

The number of people using this solution, for our technical operators it's a group of 10, while the users in our database are more than 150. I was only thinking about the number of users in my country, here in Peru, but the total number of users is approximately 400 users, because we use it in Chile and Colombia, aside from Peru. In all of the three countries, all of our users use the same solution. In terms of increasing the usage, maybe in some other models, but in-licenses, I'm sure because we are covering all the users in the three countries.

My advice to people thinking of implementing this product: It's a good product. We found good experiences and reviews about it on the internet, in terms of how easy it is to use and its quality. I will tell people that it's a good product to try. I have also tried other tools, but this product makes a difference. It's a good one. It's the best one for me.

My rating for this solution is a nine out of ten.

Our primary use case for ManageEngine ServiceDesk Plus is to service our internal employees with in our company. We're continually optimizing this solution.

This solution has helped a lot by freeing up valuable time, allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption.

The most valuable features are the ticketing system and ticket handling features. I place a lot of value in our solutions centers. The solutions center functions as a troubleshooting hub as well as a problem-solving assistant. Finally, the remote desktop support service is of great value as they are very prompt and efficient.

When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved.

The solution is quite stable. No issues so far. In reference to the downtime, we're hosting on our client's premises.

The only thing I would change regarding the scalability would have to be the capacity. We need to use a different database to manage more than 1,000 employees.

Technical support has been very good. They respond on the same day, and if the issue persists they are agile and responsive in their dealings concerning ongoing support. For example, they offer remote assistance; they can debug the issue remotely. 

We didn't have a previous solution. Before this, we used traditional email messaging and placing phone calls. When our user base increased significantly we started to think about investing in ticketing, or a service desk management solution.

We evaluated other providers. We had a short list which included SysAid, and Freshservice. 

I rate this solution a solid 7.5 out of ten since the tool comes with different modules. Albeit some of these modules, including exit management module, need some improvements. But regarding the ticketing as a stand-alone, it's pretty good. But the other modules need improvement.

I recommend this tool for anyone thinking of implementing enterprise IT management software for their service management, operations management, active directory, and security needs. The tool offers the ability to manage different employee groups along with the option of providing other services for different company structures.

Valuable features include ITIL integration, main ITIL processes on real applications, ease of use, and customizability.

Our experience with the product is as follows:

• Initial deployment and additional customization with logical application: Reliable.
• Consistent on results and data management: Highly sufficient.
• Possibility to adapt to our business reality.
• Purchase order control, parametrization, and business rules allow personalized customization of this module to have great control.
• Integration to third-party applications (monitoring and reporting).
• Stability, (no bugs or blocks in SQL integration), is fundamental for our environment.
• Versatile administration: Powerful and simple methods of administration.
• Project Management integration: Integrates ICT project management to our IT business reality.

We outsourced most of our IT services. Having this application for support to replace the benefits of full control for implementing a delivery service, gives us the confidence to implement a CSI from the very beginning.

Request management is not clearly separated form incident management. The conditions to customize this could be tricky and unique for our organization.

To clarify this concept:

We develop two different processes based on ITIL models for reporting cases or taking request from users :

- Request fulfilment

- Incident Management

These two cases are the main inputs to the system, SD+ has a generic name for incidents and requests and we had to do an internal agreement to differentiate request from incidents, at the moment to see the “request” ( names assigned by SD+ ) given also to incidents, it causes a small confutation to the new service delivery agents.

This should be clearly defined or leave the option to the users to create request at the level of incidents in two different categories. No we have new incidents with categories of Request of Information or requested for other aspects. ( this is something that we considered not a good element)

We have been using the product for about four years.

We have had only one small issue that was corrected with an update.

We had no scalability issues as we grew with the tool from zero cases to reaching almost 1000 cases in a relatively short period time. Our experience with this product is good.

I would give technical support a rating of 8/10. Some questions were attended to by their main office. We did not have to contact local support for additional services apart from common queries and questions.

We used Cherwell and CA Service desk.

Implementation was a bit heavy in terms of customization, but based on a well-structured ITIL processes, it was manageable. Importing and integration to SCCM and AD made the integration to our IT environment simpler.

It is cost effective and well-balanced in benefits.

We evaluated Cherwell, CA Helpdesk, and Atlassian SD.

Give them the chance to implement a demo and put in a short amount of time for practice to see how easy and effective the solution is.

We use ManageEngine ServiceDesk Plus for all helpdesk, MDM solutions, ITSM, and more.

I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations.

Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all.

We have been using ManageEngine ServiceDesk Plus for about six months.

ManageEngine ServiceDesk Plus is stable. 

ManageEngine ServiceDesk Plus is scalable.

We were unhappy with BlackBerry as they are not able to provide service properly and don't have a service center here in India. That's why we switched over to ManageEngine ServiceDesk Plus.

ManageEngine ServiceDesk Plus' price is very reasonable. 

I would recommend this product, but this is not a 100% recommendation. I would advise potential users to compare it with other products. We compared this product to others about a year ago, and maybe we have new products now which are more advanced.

On a scale from one to ten, I would give ManageEngine ServiceDesk Plus an eight.

The valuable feature is seamless integration with other modules such as asset management, GRC, File/Active Directory Audit, and Event Log Analyzer (SIEM).

ServiceDesk Plus is a game changer in turning IT teams from performing daily fire-fighting tasks to delivering awesome customer service. It provides great visibility.

It has helped in centralizing, consolidating, optimizing, and improving governance and compliance requirements.

Some of the features which are currently available in the cloud version can be made available with the on-premise editions. There is also integration with chat and VOIP functionality.

We have been using this solution since 2014.

We did the deployment by ourselves. Very good documentation is available.

The application is stable and there have been no issues. We are working with a single instance. If required, we can plan and implement a dual instance with high availability options.

There have been no scalability issues.

I would give customer service a rating of 7/10.

I would give technical support a rating of 8/10.

We used open source software previously. We moved to this solution because it helped automate, integrate, monitor, and measure performance of all IT assets and resources. We have moved from being reactive to proactive.

Installation is easy, but it requires a good system administrator to configure and enable all the features and functionalities. Online support also helped us fix the issues.

We used an in-house team for the implementation.

The ROI can be tangible/non-tangible. It will differ based on the organizations involved and their various business requirements.

Do a cost-benefit analysis of the on-premise, perpetual license and subscription and finalize it.

We evaluated HappyFox.

Go through the features and functionalities offered in this product. Prepare a roadmap for the implementation. "BIG BANG" will not work. You will have to roll-out the solution in phases.