ManageEngine ServiceDesk Plus Reviews

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.

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.

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. 

Our primary use case for this product is providing technical support for our platform. This solution allows us to create the support tickets and forward them to different technical groups for resolution.

This product helps us with tracking customer queries, and managing the issues effectively. The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things. Automatic tracking of the SLAs has also helped us become more efficient.

I have found several features to be quite valuable. The first is the support ticket auto-routing mechanism, where we are able to create business rules that are used to automatically assign the ticket to one of our predefined groups.

Another feature I find valuable is the SLA calculating, where the product is able to apply different rules based on the SLA. You can create your own SLA definitions.

The third feature that I find very useful is the solutions module, where you can create a knowledge base. It is quite helpful when the agent is taking the information directly from the end user. Using this feature, we are able to increase the percentage of cases where the customer can be helped during their initial call.

The main thing that I find lacking in the product is the ability to do custom reporting. They have canned reports, but apart from that, I am unable to define my own reports based on my needs. It requires a lot of external customization.

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.

One final issue, on the topic of business rules, is that more can be implemented. I have seen CRM systems over the past twenty years that can do much more than this. For example, you should be able to customize your workflow completely. I would like to draw my own workflow and go with that. Also, I would like to be able to write a custom feature and include it in the workflow. These things are missing from the product.

I would rate the stability of this solution to be very good.

This is a product that will scale up to, a mid-sized organization. I would say one with less than around three or four thousand items, but not more than that.

In terms of the entire architecture, I find it not so robust. It starts misbehaving after approximately five or six hundred concurrent connections. In particular, it demands a huge amount of CPU usage, as well as the other resources.

I found the initial setup to be straightforward and very simple. I would say that anybody who has a little bit of software knowledge, in terms of application installation, could take care of it without worry.

The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc.

An annual maintenance contract is available for an extra cost. There are also consulting services available.  

We considered several solutions including Zendesk, Freshdesk, Freshservice, and ServiceNow. The main advantage we saw in this solution is the auto-routing feature, which was not common at this price point. The product was ranked among the top in the ranking list, and it was also one of the most stable ones when we selected it. Essentially, it had all of the features that we were looking for, which is why we chose it.

In general, it is important that the product quality is in line with the current trends in the industry, and cost-effectiveness is essential.

This is a cost-effective product that meets all of the required, basic needs for the company. The workflow for the ticketing system and the service management systems work well. Apart from that, more customizable workflows, better integration, increased robustness of the knowledge base, and more flexible integration gateways would improve the product.

I would rate this solution six out of ten.

It has resulted in a positive experience to integrate ICT project management to our IT business reality so we value the following features:

• ITIL integration
• main ITIL processes on real application
• easy to use and customize
• initial deployment and additional customization with reliable logical application
• consistently sufficient on results and data management
• possible to adapt to our business reality
• purchase order control
• parametrization and business rules allow personalized customization of this module for great control
• integration to third party applications for monitoring and reporting
• no bugs or blocks in SQL integration
• fundamental for our environment
• versatile, powerful, and simple administration
• project management integration

We had outsourced most of our IT services and to have this application as support together with the benefits of full control for implementing service delivery, gave us the confidence to implement a CSI from the very beginning.

Request management is not clearly separated form incident management and the conditions to customize this are tricky and unique for our organization.

We have been using the solution for four years.

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

Growing with the tool from zero cases to reach almost 1000 cases in a relatively short time, having no issues, reflects our good experience with this product.

I would rate the technical support at 8/10. Some questions were dealt with centrally and it has not been necessary to contact the local support for additional services, apart from common queries and questions.

We used Cherwell and CA Service Desk previously, through an outsourcing company.

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

It is cost effective and well balanced in terms of benefit.

We evaluated Cherwell, CA Help Desk and Atlassian Service Desk.

Give them the chance to implement a demo and put in a short practice and you will see how easy and effective the solution is.

We use ManageEngine ServiceDesk Plus for people in our domestic holding can open any ticket from anywhere.

ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly.

ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure.

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

The scalability is good.

We have approximately 200 to 500 users using this solution.

The initial installation is very easy. The dashboards are not complicated.

I did the implementation with a colleague in my team.

We use five services and technical support workers that support the solution, including maintenance. 

The price of the solution is low. However, it still could be less expensive.

I would recommend ManageEngine ServiceDesk Plus for anyone needing a technical ticketing system. It's a powerful solution.

I rate ManageEngine ServiceDesk Plus an eight out of ten.

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.

We are a system integrator, and we have been dealing with all versions of this product. We have seen its development from the beginning when it was a plain ticketing solution. We have tried all the flavors of ManageEngine ServiceDesk Plus, and we have on-premises and cloud deployments of this solution.

Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly.

In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances.

Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box.

A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments.

In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement.

We have been dealing with ManageEngine ServiceDesk Plus for seven years.

Starting with 9.4 builds, this product is relatively stable.

It is scalable. It is just the license. You just have to apply the license, and you are ready to go.

They need to be more reactive. They play around the bush to get some time to provide you a proper solution. They are majorly focused on the response time. They will respond immediately, but the response is very absurd. They are not focused on the resolution time, which is a gray area for managing support.

It is quite easy to set up this product. Deployment duration varies based upon the requirements. An average deployment duration varies from one month to six months, but if you add certain parameters to it and the customer needs to go through all the ideal compliance processes, it would take much more time. However, most of the time, we provide a kind of consultation for the customer about how to set up incident management and incident response and how to build up the service catalog. Usually, system integrators don't do that, in which case, it can take quite some time.

I would highly recommend customers to go with ManageEngine ServiceDesk Plus. However, it depends upon the end-user requirement. If the requirement is for more graphic designing or customized dashboards, or they want to build a big customized login screen GUI, it might not be the solution. If the requirement is focused on ideal processes, like a ticketing solution, they can go with Service Desk Plus.

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