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.

This product is quite flexible since the admin is able to add or change templates and add as many (sub) categories as necessary to get a good overview of all assigned tickets.

With this tool, you have good and clear overview of which incidents are to be taken care of in the organization and with which urgencies.

None whatsoever.

I've used it for six years.

No issues encountered.

No issues encountered.

No issues encountered.

8/10. They're not perfect and could use some improvement in their responsiveness and knowledge of individual issues.

I tried the ServiceDesk option from the freeware Spiceworks Asset Management tool, but this was very “flat” and not very flexible. Since I was the only technician initially, the free version of SD+ was sufficient enough and this was very flexible.

Just click and install.

Just downloaded from manageengine.com, implemented, and configured myself.

SD+ is definitely a good and flexible ServiceDesk tool which can even be broadly used in larger organizations.

It's easy and useful for help desks and IT departments. It is user friendly, and made it easy to add roles, users, and groups.

It filled the gap between users, first line support, and managers easily. I synced it with our Kerio mail server, so end user support could find out and solve problems faster.

I had some problem with user and group permissions in 2014, and I’m not sure if that is resolved now or not.

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. 

This is available on mobile and it is on the server, which helps us in management.

The management of this application is good.

I would like to improve the task management module and analytics.

I have been working with this solution for four years.

It is a stable solution. I rate the stability a nine out of ten. 

It is a scalable solution. I rate the scalability a seven out of ten. 

The technical support is good and helpful.

Positive

The initial setup is straightforward. It takes two to three hours to install the server.

It is not an expensive solution.

I would recommend it to others, and rate it a seven out of ten overall.

This is a very elite and mature ManageEngine product. We are based in Pakistan and I'm the enterprise senior account manager.

The GUI is very good. The edge we get from using ManageEngine is the price and scalability.

ManageEngine currently offers a very basic MDM which I think should be expanded.

I've been using this solution for six years. 

The solution is stable. 

The scalability is good and it upgrades easily. 

The customer support has a slow response time. 

The initial setup is straightforward.