ManageEngine ServiceDesk Plus Valuable Features
Anil Rao
Vice President Delivery & Operations at Rezilyens
The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.
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Waleed Omar
Information Security Specialist at Arab Open University
The incident reporting part is especially valuable. With only a few employees, it is very handy for them to reach out directly via Help Desk instead of calling or following up manually. Automatically, it will reach us in our inbox with notifications. The ticketing system is very handy to track matters for future stages.
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KP
Kamal-Patel
Software Engineer at Galaxy Office Automation Pvt. Ltd.
The automation features in ManageEngine ServiceDesk Plus are what I like the most, particularly the business rules and customization capabilities.
In terms of performance and benefits, there is no manual intervention required. This is the biggest benefit as the team requires minimal effort to manage this particular tool.
ManageEngine ServiceDesk Plus provides excellent asset management capabilities. The CMDB is very comprehensive in asset management and is up to mark, as we are managing the assets effectively with their support.
View full review »Buyer's Guide
ManageEngine ServiceDesk Plus
June 2025
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: June 2025.
860,825 professionals have used our research since 2012.
Sankar Bera
Sr. Service Architect at NTT Security
It's a very user-friendly tool with good performance. All necessary features for these activities are included, such as incident management, change management, and problem management. The automation features help resolve issues automatically. Its integration capabilities include REST APIs.
View full review »CS
ChiragSehgal
Senior Engineer Network security at Ubiquiti
ServiceDesk Plus stands out due to its ease of implementation; you can simply download the software, install it, and it's ready to be used. It is user-friendly, making it accessible even for those without advanced IT knowledge. Additionally, it includes helpful features for automation and ticket creation, ensuring a smoother operation.
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reviewer2266431
IT Director at a manufacturing company with 11-50 employees
While I see the normal features of a ticketing system in ManageEngine ServiceDesk Plus, a good workflow engine is definitely present. I appreciate the streamlined processes. The automation capabilities are good, with the workflow being an integral part of it.
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Donathon Ong
Head of Infrastructure at a financial services firm with 11-50 employees
The ticketing function is very straightforward and easy to use. It has the basic capabilities of tracking assets. Though it might lack some advanced functions like multiple types of depreciation calculations, it is sufficient for our needs.
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Sivakumar Murugavel
Head Of IT Infrastructure Network Security and Compliance at LMW
These are all features of the ITAM module.
- Asset Tracking and Tracing: First, we can track and trace IT assets. This means we can see which laptop is available in which location and who is the current user. If a laptop is transferred between multiple people over time, it will have a complete history of who used it and for what purpose.
- Warranty and AMC Validity Tracking: The second feature is tracking the warranty or AMC validity to help reduce costs and improve utilization. This is a business benefit.
- Multifactor authentication feature: There is a workflow mechanism that can be configured. We can trigger customized workflows for asset allocation or other actions based on the asset type or user's department.
- Consumables and Accessories Monitoring: A third benefit would be monitoring the consumption of consumables and accessories. For example, printer cartridges, mouse, keyboard—these are all low-cost items, but in a manufacturing or IT company, the consumption is much higher. Over time, the cost of these items can be significant. Using this system, we can issue them to specific departments or call centres and send periodic alerts about their consumption patterns.
- Hardware Refresh: This helps reduce or control costs. A fourth benefit is justifying hardware refresh plans to management. It captures the asset's lifespan and any issue tickets assigned to it. If we see a regular pattern of frequent issues, we can use this data to justify to management that the equipment is obsolete or problematic and needs replacement. Normally, it would be presented on a conceptual basis. Instead, we can submit factual data to management to support a hardware refresh plan.
CarlosPerez5
IT Director at Banyan Health Systems, Inc.
The platform's most beneficial features are incident management, change management, request management, and asset management.
View full review »NY
Narender Yeramreddy
Head of Operations at DesIDEA Software Technologies
The tool is good for service management. We don't have any problem. But we want a more integrated platform for both development activities and service management. We need something integrated based on our business model.
For example, we may develop a product. Once developed, it will be deployed into the personal environment. If there's an issue with the product, we use ManageEngine ServiceDesk software, but ManageEngine is not integrated with Jira.
Product development will be in Jira, and we manage service management with the ManageEngine tool. So, both are different platforms. We want an inter-relation between development activities and the ServiceDesk related to those development activities.
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Mohamed Najeem
System Administrator at HRA
The workflows and the modules are very easy. From an end-user perspective, pages are easy to navigate and get things up faster. From an admin perspective, the settings and things are straightforward. If you want to create a workflow or report, then you could go for it. A few settings go from the developer end, but apart from that, anyone who just knows a few application settings. They can easily navigate to anything and then do whatever they want. The page is really user-friendly, including the admin settings.
CarlosPerez7
Director of IT at Health Choice Network, Inc.
One of the most valuable features of Service Desk Plus is that it has everything in one package. It includes the entire ITIL framework, assets, and projects, which is essential in my opinion.
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Isaac Al Wahaibi
Senior Application Support Specialist at Oman Data Park
The most valuable feature is the ticketing system which is working well.
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Shibu Babuchandran
Regional Manager/ Service Delivery Manager at a tech services company with 201-500 employees
The implementation is very straightforward for our technical team.
The solution is interactive and flexible so engineers find it much easier to work with than other tools.
The adaptability and end user training are very easy.
View full review »reviewer1072692
Head of IT at a financial services firm with 11-50 employees
The most valuable feature of the solution is the core service desk part, especially when a client needs something. The client raises a ticket, and we solve it, write down recommendations or the solution, and close the ticket. We have a log of all the tickets that we had in the past PeerSpot so we can analyze what happens and so on.
SM
Samuel Migiro
IT Officer at Burn Manufacturing
I particularly liked the dashboard features. It displays reports effectively and provides notifications for new tickets assigned to us.
Additionally, the ticket automation is impressive. When a technician is assigned to a ticket, they automatically receive a notification.
Overall, its ease of use is very good.
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Ela Antonio
Service Delivery Manager at MDS Call Solutions, Inc.
The mother-child features in the ticketing tool are great. You can upgrade up and down in terms of the level of importance of tickets, et cetera.
The automation around report generation is great. It's easy to create reports and to automate who it is sent to.
It makes the monitoring of tickets very simple.
It is more flexible than ServiceNow in terms of cost. Its pricing is good.
There are a lot of great templates that you can take advantage of.
It is scalable.
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Sampath Gunawardena
Head Of Customer Support at NCinga
Incident management is a good feature. In general, this is a very good product that's easy to use. The customizations are very straightforward but with limitations. We're impressed with the solution.
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Hussein Taha
IT Enterprise System Administrator at Nafeza
The chat box between the requester and the IT analyst is good. This feature is amazing. It can easily be between the requester and the IT analyst.
SDP offers good customization for all workflows, which is useful. This one is very helpful in general.
It's stable.
We have found the solution to be scalable.
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Tanveer Khalid
Technical Consultant at Kidan
It offers robust project management capabilities. You can create projects, define staging environments, and set rules and regulations according to organizational standards. You can establish a hierarchical approval process where designated groups or governing bodies review specific stages. Projects follow a structured workflow, with approvals and oversight managed effectively through the project management tool.
It allows for customization of dashboards based on individual user needs. You can set up different dashboard views for each user, tailored to their requirements. For example, one user might need access to network system data, while another may require different information. Each user can have a personalized dashboard that displays the relevant data they need to perform their tasks effectively.
View full review »AT
Alen RoieTatco
AVP - ICT IT Operations at Maxicare Healthcare Corporation
What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support.
I also found the ManageEngine ServiceDesk Plus user interface intuitive and its menus, display, and report creation great.
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Sigal Svilim
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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Fredric Tarcelo
Delivery Executive at Infopro Busineness Solutions Inc.
The tool's most valuable feature is task creation. The tickets get timestamps of key points in the ticket lifecycle as well.
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ArunKumar1
IT Administrator at a healthcare company with 51-200 employees
The most valuable feature of ManageEngine ServiceDesk Plus is ticket management.
View full review »EJ
Elizabeth Juarez
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.
View full review »Anil Rao
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.
JV
Jaco Van Heerden
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.
View full review »NS
Mykola Shved
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.
Mohamed Wanas
NOC Service Desk Team Lead at MORO
The most valuable feature of ManageEngine ServiceDesk Plus is change management.
View full review »reviewer1032882
Senior Manager, Customer Services and Operational Support at a tech services company with 201-500 employees
The workflow automation is the most valuable feature of this solution.
If you approve something, it automatically goes to the next person for approval.
It's quite good.
It's quite intuitive.
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Yassin Hassan
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.
View full review »reviewer1163439
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.
EM
Euler Monteza
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.
View full review »LR
Laone Raboloko
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.
View full review »MK
Maksim Kuznetsov
It distribution manager at Megatrade
I like how it can be integrated and expanded with other ManageEngine products.
View full review »AK
Anand Khandelwal
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.
View full review »MR
ManishRajora
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.
OA
Opoku Afriyie-Asante
Data Analyst/Software Engineer at a government with 5,001-10,000 employees
The features that I have found most valuable are the reporting module and how we configure the SLA.
Also, ManageEngine is flexible and user-friendly. Creating a ticket is quite easy. So is configuring SLAs and generating reports. It is straightforward to use.
View full review »DK
Deena Khattab
MIS Manager at Misr Glass Manufacturing
The reporting feature of the solution is very good for asset management and also for the performance of our organization.
When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated. It even has a calendar, and a backup available on the application.
View full review »reviewer1215432
IT Support Specialist at a transportation company with 201-500 employees
Overall this is an easy and convenient solution to use.
View full review »reviewer1752114
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.
View full review »NH
Nayef Hamzeh
IT Manager at cmc
I like the catalog features and workflow. I also like the knowledge space.
View full review »reviewer1513071
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.
View full review »reviewer983697
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.
it_user1460481
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.
View full review »MN
Munir Noor
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.
View full review »reviewer1268541
IT Security Officer at a mining and metals company with 501-1,000 employees
The most valuable feature is its ease of use.
View full review »reviewer1097934
Director at a financial services firm with 1,001-5,000 employees
The most valuable feature is the tracking of service requests.
View full review »GE
Gamal Elsabbagh
IT Engineer at arkas egypt
The most valuable features are the ticketing system and ticket handling features. I place a lot of value in our solutions centers. The solutions center functions as a troubleshooting hub as well as a problem-solving assistant. Finally, the remote desktop support service is of great value as they are very prompt and efficient.
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Bhavani Prasad Paragi
General Manager at Qwikcilver
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.
View full review »MG
Mohsin Ghani
Account Manager at a tech services company with 201-500 employees
The most valuable features are project management, change management, and the flow according to the mail chain.
PradeepKumar12
Team Lead at Mahindra Comviva
I am enjoying the report features, they are quite good.
View full review »FC
Fanky Christian
Director at Daya Cipta Mandiri Solusi, PT
- Request management
- SLAs
- Business site
We not only handle tickets, but also requests from many departments. All are easy to manage.
View full review »FC
Fanky Christian
Director at Daya Cipta Mandiri Solusi, PT
Service Catalog and Project Management are awesome features. Customers love them because they are easy to use, simple to install, and we set them up quickly too.
View full review »it_user685383
Senior ICT Consultant
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
it_user483660
National IT Support Head at a construction company with 11-50 employees
The most valuable feature it that it is ITIL compliant.
View full review »it_user628692
Senior ICT Consultant
Valuable features include ITIL integration, main ITIL processes on real applications, ease of use, and customizability.
Our experience with the product is as follows:
- Initial deployment and additional customization with logical application: Reliable.
- Consistent on results and data management: Highly sufficient.
- Possibility to adapt to our business reality.
- Purchase order control, parametrization, and business rules allow personalized customization of this module to have great control.
- Integration to third-party applications (monitoring and reporting).
- Stability, (no bugs or blocks in SQL integration), is fundamental for our environment.
- Versatile administration: Powerful and simple methods of administration.
- Project Management integration: Integrates ICT project management to our IT business reality.
SA
Albeez
IT Director at DAR AL ARKAN
The valuable feature is seamless integration with other modules such as asset management, GRC, File/Active Directory Audit, and Event Log Analyzer (SIEM).
ServiceDesk Plus is a game changer in turning IT teams from performing daily fire-fighting tasks to delivering awesome customer service. It provides great visibility.
View full review »FS
Fazal Ur Rehman Shah
Senior Consultant/Project Manager at a tech services company with 501-1,000 employees
Ticket logging, ability to customize as per the organisation's needs.
View full review »it_user265281
Network Manager / Senior Network Engineer at Warnock, Tanner & Associates
I'm currently using ServiceDesk Plus for lifeCycle management and inventory relationships with the CMDB.
View full review »it_user363621
System Engineer at a engineering company with 51-200 employees
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.
View full review »it_user248904
Network specialist at a government with 1,001-5,000 employees
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.
View full review »
BernardLugalia
Cyber Security Engineer at a tech services company with 11-50 employees
The strength is its pricing. It is easy to use. It is not as complicated as Ivanti.
View full review »reviewer1955136
IT Service Management Specialist at a tech services company with 51-200 employees
It's very easy to customize the tool to your business needs.
SYED KAMRAN AHMED
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.
View full review »QV
QuyVan
Technical Consultant at FPT Telecom
The management of this application is good.
View full review »Buyer's Guide
ManageEngine ServiceDesk Plus
June 2025
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: June 2025.
860,825 professionals have used our research since 2012.
Buyer's Guide
Download our free ManageEngine ServiceDesk Plus Report and get advice and tips from experienced pros
sharing their opinions.
Updated: June 2025
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Buyer's Guide
Download our free ManageEngine ServiceDesk Plus Report and get advice and tips from experienced pros
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- Primary Use Case
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