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ManageEngine ServiceDesk Plus Room for Improvement

Anil  Rao - PeerSpot reviewer
Vice President Delivery & Operations at Rezilyens

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. 

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EM
Coordinador de Servicios Tecnológicos at a legal firm with 501-1,000 employees

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.

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Anand Khandelwal - PeerSpot reviewer
Global Service Delivery Manager at a computer software company with 10,001+ employees

It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians.

For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. 

For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different. 

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Munir Noor - PeerSpot reviewer
System Security Engineer at a tech services company with 201-500 employees

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.

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Mykola Shved - PeerSpot reviewer
Head of Global IT Delivery at Acino Pharma AG

Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it.

We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature.

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ManishRajora - PeerSpot reviewer
Project Engineer at I.T Solutions India Pvt Ltd

The solution is quite extensive, and I’ve only used the sections related to project management. I’m not sure if it was lacking any features. For me, it had everything I needed. I’ve never experienced any technical issues at all.

The only issue for us is the pricing, which is quite high in comparison with the competition.

The timing reporting module, and how it's used is a bit difficult to understand.

Everything related to project management is quite extensive and it needs to be simplified. At first, our users didn't want to use it, because it seemed a bit complex.

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TS
Applications Specialist II at a government with 501-1,000 employees

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.

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Laone Raboloko - PeerSpot reviewer
Systems Analyst at Bismarck

As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker.

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JV
Manager Advisory at iOCO

We engage with customers or vendors from Europe looking at AIOps products as well as SOC, and one downside to the solution is there are no native integrations between the systems. We're not even aware of any. This is a bit of a concern for us.

The problem I'm dealing with is now we have to employ people to do integration coding for us. We would love to have native integration between systems. ScienceLogic, Splunk, and Sumo Logic are three vendors we're considering currently, in a POC, for going forward with the AIOps side of things.

From the SIEM perspective, from the SOC, we're dealing with LogPoint; for SOAR purposes we're using inbound SOAR. None of these systems can natively integrate into ManageEngine. However, all of these systems can integrate into ServiceNow. If we consider the complications in our world, for integration purposes, and the amount of work that needs to be done for all these systems to talk to one another, that's definitely something. If ManageEngine can say, "we're going to help you with this," then we will most likely stick with the product.

ServiceNow can integrate, and there's a silent push towards ServiceNow, which I don't like because I'm quite keen on sticking with ME. ManageEngine should improve to help us to integrate the systems.

Then there's a customization level that needs to be done from our end, and it's quite a big concern. We're basically putting together all systems and software packages. 

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MW
Quality Management at a financial services firm with 201-500 employees

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

The solution, overall, is expensive.

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WA
ITSM Engineer at a tech services company with 11-50 employees

I want friendly training courses without their ITSM ServiceDesk Plus. I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product.

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MK
It distribution manager at Megatrade

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.

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SP
Manager IT at a energy/utilities company with 1,001-5,000 employees

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.

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Elizabeth  Juarez - PeerSpot reviewer
Global Chief Information Officer/ Chief Technology Officer at Kidzania

We were unable to load tickets from the previous platform to the new platform, to transfer the database of tickets and that was a problem for us. I'd like to see more flexibility in the configuration of the workflows. We currently use layouts because we know that if we need something more complex, it will be difficult to map.

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Sigal Svilim - PeerSpot reviewer
Chief Information Officer at Supergas

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

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NG
Quality Assurance Project Engeneer at a tech services company with 1,001-5,000 employees

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.

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Nayef Hamzeh - PeerSpot reviewer
IT Manager at CMC

The workflow needs to be improved, along with form design.

It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria.

The scalability could be increased as well.

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FM
IT Support Specialist at a transportation company with 201-500 employees

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. 

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Yassin Hassan - PeerSpot reviewer
Senior Technical Support Engineer at a agriculture with 1,001-5,000 employees

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

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DG
IT Security Officer at a mining and metals company with 501-1,000 employees

The documentation could be improved.

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SYED KAMRAN AHMED - PeerSpot reviewer
Enterprise Senior Account Manager Sales at a tech services company with 51-200 employees

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

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Buyer's Guide
ManageEngine ServiceDesk Plus
July 2022
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: July 2022.
619,967 professionals have used our research since 2012.