ManageEngine ServiceDesk Plus Reviews

I am enjoying the report features, they are quite good.

I expected more features than it has. The flexibility is missing. I was also expecting a different level of configuration and segregation. 

Stability is actually good.

It is scalable, but sometimes there are performance issues.

Technical support is quite good but they are not very quick to respond. It takes time to resolve the ticket.

I was not involved personally with the initial setup but from what I hear, it is not complex.

I was not involved with this part of the decision process.

It's our ticketing tool.

It's very easy to customize the tool to your business needs. 

There are many things. If you are a starter or small or medium-sized business, this tool is very good, but there are a few things that everybody would look forward to such as multi-tenancy and restricting some access but enabling it for a few people. Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets.

In their CMDB or asset module, they don't have an option to mandate unique serial numbers. They don't have a check for unique serial numbers. So, right now, users can enter duplicated information, and I want to prevent this.

We have been using it in our organization for the last two years.

It isn't very stable. Off and on, it has bugs, and that's why they have a lot of releases coming up. You need to keep patching it. I wouldn't say that it's very stable. I would rate it a three out of five in terms of stability.

If I need to scale up, I need to look at other products. This tool is good for small and medium-sized organizations. If I'm growing the customer bases that I have and if I want to link them to the contracts that we have with other service providers to measure SLAs and other things, this is not the tool for it.

We have rolled it out to about 300 people in our organization. About 100 people use it on a daily basis.

Their support is good. 

Positive

It's straightforward. I would rate it a four out of five in terms of ease of setup.

Overall, I would rate it a six out of ten.

We use it for asset management, system tickets, trouble tickets, project management, software deployment, and remote control.

It has saved us downtime for project upgrades and saved time for the IT team not having to run around and manually install software.

The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users.

There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option.

There are occasionally some bugs with the ticket system. It probably happens about two or three times a day where I'm trying to enter a work log and it will not save it. Normally when you open it, it defaults to your name. But if it doesn't do that, then you have to refresh the screen. So I have to make sure that I copy all the notes that I logged, refresh the screen, then re-enter it all over again.

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

From an IT perspective, we have probably close to 50 people using it - regular help desk users.

It does have ongoing maintenance. Our database administrator is responsible for maintaining it.

It is being used on a daily basis, 24/7, you can't really increase the usage.

I have not used it but from what I understand, their technical support is not that great.

The previous solution we used was outrageously expensive from what I understand.

The company was Computer Associates. I think it was just called ServiceDesk.

I wasn't involved with any of that. I think there are probably four to five people involved. And my guess is it probably took a few months. Gathering all the details, getting servers built, entering in assets.

I assume they have too have an ROI. Being able to track assets a lot better than what they used to. They've probably been able to save quite a bit. Especially saving man power on software deployments and patches and that type of thing.

On a scale of one to ten, I would give ManageEngine ServiceDesk Plus probably about a seven.

Our primary use case is a ticket management tool for the end user in my company.

I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB.

Another feature that I'm currently studying is the IT project.

In terms of what can be improved, although the user interface is friendly enough, I struggle finding how the tool operates, how to master using the tool. I think the user interface needs to be improved and needs to be enhanced to be more supportive to users.

I personally have been using ManageEngine ServiceDesk Plus for a few months. However, my team of technicians has two to three years experience working on that tool.

I personally have not had any bugs with this product.

In terms of cost and pricing, I'm not the person who pays for the tool, and I don't know if the price for the tool is fair or unfair. I have no idea about that. But I'm aware that it's quite expensive.

The price could be reduced,

Overall, I can recommend it because it is a very strong tool on the ITS. However, I would also recommend some other tools. For example, Service Now, or other commercial TMS tools.

On a scale from one to 10, I would rate Service Desk Plus a seven.

We primarily use the solution for service request management.

The product is extremely user-friendly. It is easy to build the workflows and electronic forms. We can build it by ourselves. It's great. However, I personally don't use the dashboards.

Feature-wise, the reporting is not quite satisfactory. They could work on improving it in future builds.

The solution, overall, is expensive.

I've been using the solution for less than a year. It really hasn't been that long just yet.

The solution is quite stable. We don't have to deal with bugs or glitches. It doesn't crash or freeze. It's great.

I can't speak to the scaling aspect of the solution. I've never tried to scale it.

We have about 50 users on the solution.

We have local technical support. 

We don't call ManageEngine. Our technical support will relay our question to the ManageEngine support if it comes down to that and they can't find the answers themselves.

I wasn't a part of the initial setup. It's my understanding that it's not too difficult. We have an entire in-house team that does all the deployment and upgrades.

It's not my team or my department who set it up. It's set up by the IT service department.

There's a yearly cost that's based on the number of licenses and the modules that you've purchased. The pricing is a bit high.

We compared this solution only based on our experience of using another change management system, the CA Service Desk Manager.

We're customers. We don't have a business relationship with Manage Engine.

We use the latest version of the solution.

I'd recommend the solution to other organizations.

Overall, I would rate the solution a six out of ten. If the pricing and reporting were better, I would rate it a bit higher.

We use it as a daily ticketing system for IT, in-house and on hardware.

Overall this is an easy and convenient solution to use.

We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy. 

I have been using this solution for nine years. 

We have experienced some issues with stability which are temporarily fixed when updating to the latest version of the solution. 

We have 20 to 25 technicians using this system. 

The support for this product could be improved. Their engineers have not yet solved some of our issues. 

Neutral

The initial setup was straightforward. 

The implementation was done in-house. 

We have an annual license which we renew each year. 

I would rate this solution an eight out of ten. 

We use this solution for our help desk, and for change management.

This solution has provided a way to manage request tracking and resolution.

The most valuable feature is the tracking of service requests.

Improvement is needed in the Software Assets Management functionality.

Ticket logging, ability to customize as per the organisation's needs.

We have been able to track issues, get metrics of the technical staff.

Automation.

12 months.

Unable to use SQL Server during installation, as the software defaults to PostgreSQL. Unable to use AD account to administer the setup.

We had issues wherein the software stopped working. We had to re-install the software and configure again. We were unable to import the old data into the new installation.

Ours is a small setup with just three technicians, so scalability is not much of an issue.

We are using the free version and there is no customer service with it.

Straightforward.

We implemented and customized it in-house.

Yes. We tried Atlassian JIRA.