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ManageEngine ServiceDesk Plus Valuable Features

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

What I find the most valuable about ManageEngine ServiceDesk Plus is the dashboard. You can build your own dashboard and the reporting is compatible with Power BI. So we built a lot of your interface data and reports via Power BI. 

ManageEngine ServiceDesk Plus is also very easy to use. The features are okay and we never had any problems. 

With ManageEngine ServiceDesk Plus, for example, the configuration is easier compared to other products like it. I use SolarWinds and also ServiceNow, but I found ManageEngine configuration easier.

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

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.

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

Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus.

Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly.

It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.

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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.
620,600 professionals have used our research since 2012.
Munir Noor - PeerSpot reviewer
System Security Engineer at a tech services company with 201-500 employees

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.

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

CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.

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

The CMDB and the database of assets that we are using are the most valuable features. After that, we really enjoy the incident management and change management features.

The solution offers a lot of opportunities for integrations. We can integrate with Slack,
Azure, all the API alternatives, etc. There's a lot of integration modules provided.

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

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.

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Laone Raboloko - PeerSpot reviewer
Systems Analyst at Bismarck

Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that. 

It has a lot of modules, such as change management, project management, and all these are combined into one portal. So, we can manage projects from the same system, and we can do also change management, which is ITIL aligned.

Its pricing model makes it more affordable as compared to a lot of systems out there. So, it is affordable, and it also has the best service.

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JV
Manager Advisory at iOCO

The product has been valuable and is working for us, looking from the angle of dealing with vendors, the AIOps space, as well as the SOC side of things. 

Cost-wise, we're quite happy. 

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

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.

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

Overall, I've been satisfied with the product.

The solution overall has been quite stable. The performance has been good.

I've found the product to be scalable. You can expand it if you need to.

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MK
It distribution manager at Megatrade

I like how it can be integrated and expanded with other ManageEngine products.

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

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.

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

The tool is easily configurable and we can make any changes ourselves whenever we want. ManageEngine has already provided additional modules that we can integrate in the future. 

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Sigal Svilim - PeerSpot reviewer
Chief Information Officer at Supergas

I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others. 

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

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.

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Nayef Hamzeh - PeerSpot reviewer
IT Manager at CMC

I like the catalog features and workflow. I also like the knowledge space.

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

Overall this is an easy and convenient solution to use.

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

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

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

The most valuable feature is its ease of use.

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

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

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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.
620,600 professionals have used our research since 2012.