Please share with the community what you think needs improvement with ManageEngine Desktop Central.
What are its weaknesses? What would you like to see changed in a future version?
For the most part, all of my needs are met with this product. I would like to see them come out with a SaaS version of the product in the future. There are dependencies with on-prem. For example, since it's on my data center, my bandwidth, it is totally dependent on my network. On the cloud, I don't have to worry about anything. One feature we're testing is when we have a laptop with just a DOS OS and we need to do a full installation, including installing the underlying OS. I'd like to have the option where we could create a template to allow the system to install the OS with the typical software. It's a feature we're testing now to see if this is possible. We don't use it yet. However, I'd like it if we could just run one script, one command, and then get an alert when the process is done so that I can go in and configure emails or whatever else I need so that it is ready for the end-user.
One area that could be improved with the solution would be integrations. Sometimes it happens that the agent got corrupted on the systems, and we have to manually uninstall and push it to the systems again. Also, ManageEngine does not recognize systems that are not on our network. For example, one of our employees in another city did not connect his or her laptop to the system for a few months, or just connected to the internet and did not connect to our VPN, so the agent got corrupted or disconnected from our ManageEngine. Then we have to manually ask them to connect to the network. Then we push all the updates. That's the only issue we really face with Desktop Central. So if somehow we could connect it through the internet, that would be a great improvement. Right now, if a user is not connected to the VPN or the network and he's outside the country or city, and when he just connects the internet, ManageEngine does not connect to communicate with our server. Regarding additional features, I had created a lot of tickets for feature enhancement, things which were not available in Desktop Central previously, but were noted by the team, developed by the Desktop Central team, and published. For the last year and a half, and I haven't opened any tickets or seen any additional requirements from our side. Desktop Central is very good software.
ManageEngine could be improved by giving customers an option to perform certain actions proactively. Since I was a consultant, I worked on different products and some had advantages over ManageEngine. For example, proactive remediation—you want to proactively check something on the computers and run the script. In ManageEngine, you have the option to run the script, but Intune has the option to do so proactively. ManageEngine doesn't have this. You should have the option to act proactively, not just going ahead and fixing it once it's done. Proactive remediation should be a feature. Another thing is, with PC provisioning, they have to make it in a modern way. They have deployment, but it's a very outdated process right now. It's a modern workplace, so you have to provision a PC live, on the go—it's not that you create images and then distribute the image to the machines. Many customers are not using this and, in fact, we are not using it. We use a modern way of PC provisioning. So they have to concentrate on that more. There are small glitches, but it's not going to stop you from using the product. For example, when you open the configuration, you may not see the details, but if you refresh the page, you will see them. There are small glitches here and there that we can see.
Technical support could be better. They should increase their hours of availability so that they are easier to reach and it's more convenient for us. The pricing could be a bit better. They must change project management on Service Desk Plus to make it possible to integrate with Microsoft Project on Service Desk Plus and to increase the results on Google maps, on the Mobile Management, so that we can track our mobiles devices. Right now, it's not integrated with Google maps. This is a major issue.
Overall, our experience has not been good. In terms of the software itself, it's just kind of hit or miss as to whether or not it works. I've had to spend a lot of time with their port trying to get to work. Technical support is not reliable. The solution isn't fully stable, and, when it goes down, it's hard to get it up and running. The initial setup is complicated.
The pricing of the solution could be better. The solution should be better at integrating with other solutions. Right now, it's not the best.
I would like to have the option to install the agent remotely. When we change a PC, we have to uninstall the agent and then re-install it on the new one, and it is a difficult procedure. Sometimes the performance is not very good, which is something that can be improved.
There are occasional glitches but they deal with it very quickly and efficiently. They've actually just rolled out a whole new endpoint security add-on that includes the features I've been looking for.
There is a slight delay in customer support, which is something that can be improved. We would like to see more integration on the macOS side, much as it is with Windows. There are still some access-level restrictions that we can see in the latest macOS when we connect desktop central remote. This is something that should be improved in the next release.
The product has several places where there is room for improvement. Although it is on the cloud, sometimes the performance is slower than it should be. One of the reasons could be that it is tightly integrated and tight coupled with the rest of the modules and all of them have to be in sync. This syncing takes time and resources. When I go to our Desktop Central console, sometimes it runs slowly. So performance is one place where it could have room for improvement. In terms of patching, which is a major benefit of the package, patch management can work even better as well. The vulnerabilities are obvious. Every day we get reports on a lot of new vulnerabilities. It is clear that ManageEngine is doing the patching and the package is easily deployed once they are developed and available. The incident management, the root cause, the planning of the resolution, the service management — all these things are known and available. The team at ManageEngine is good at that. But they do not provide reports to user admins on the development and delivery which is information they already have and admins could use. Once the patch is added to the repository the defense against vulnerabilities improves. But the information about developments and vulnerabilities would be good to have and could be shared more candidly.
Not many things are needed for improvement, everything seems to be great as it is. One thing that would be good to have would be the ability to add MDM to a tablet running Android 5.0 using the EMM Token Enrollment. If we wanted to add MDM to an older tablet, we just have to go the "long route" to get it added. I would guess another option would be a lower price cap for using all the separate divisions of programs that are being built withing Desktop Central. We actually opted out of renewing Analytics Plus this last go around because of the cost and the lack of times we actually used it to run reports.
I really feel like asset explorer should be a component of desktop central. That would make it the ultimate desktop management tool. This would also simplify the asset management role since an agent is already being deployed and assets could be added at the same time. the CMDB would be quickly populated with a PC hardware and software inventory along with user relationships. Device assignment and tracking would be another added value. Adding that feature set would tie everything together and be the one-stop-shop of desktop management suites.
We would like to see options for deploying Microsoft 365 accounts into Outlook. For now, we only can use it to deploy exchange accounts. Also, we would like to see an option do decline Windows 7 ESU patches in a bulk. For now, we have to decline them one by one which is not an easy process. Also, we are not clear about uninstalling Desktop Central patches from our server. That is not a problem for now but in the future, it could be. There should be some more clearance on how to uninstall Desktop Central patches and what are the consequences.
Computer imaging is powerful but breaks frequently. The reason for this breaking is not clear and requires heavy amounts of attention to keep operational. There is a lot of room for this tool to do more but the reliability of this process should be focused on first to ensure core competencies are being fixed before more features are added. Support, when a problem happens, is not efficient at responding to problems and resolving issues efficiently. This is difficult because the time when we need this to be at its best is when we are having a problem and this has compromised our confidence in the product because support might not be confident in resolving issues when they come up.
I would like to see more click to complete actions such as - USB lockdown for Mac, the ability to check AV compliance on servers, bit locker controls, printer tracking or print page tracking, self-help for self-healing like "BMC my IT" and more options in the self-service menu other than just software - maybe add integration in ADSelfService at the self-service menu. I would also like self enrolment page for agent-based deployment like that for the MDM or modern management options. A physical location for agent-based machines like on modern management.
The Patch Management functionality needs lots of improvements. The Deployment scheduler needs updating to support various methods for deployment.
Which is better and why?