ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.
| Product | Market Share (%) |
|---|---|
| ManageEngine ServiceDesk Plus | 6.4% |
| ServiceNow | 21.2% |
| JIRA Service Management | 8.8% |
| Other | 63.599999999999994% |
| Type | Title | Date | |
|---|---|---|---|
| Category | Help Desk Software | Aug 29, 2025 | Download |
| Product | Reviews, tips, and advice from real users | Aug 29, 2025 | Download |
| Comparison | ManageEngine ServiceDesk Plus vs ServiceNow | Aug 29, 2025 | Download |
| Comparison | ManageEngine ServiceDesk Plus vs JIRA Service Management | Aug 29, 2025 | Download |
| Comparison | ManageEngine ServiceDesk Plus vs Salesforce Service Cloud | Aug 29, 2025 | Download |
| Title | Rating | Mindshare | Recommending | |
|---|---|---|---|---|
| ServiceNow | 4.2 | 21.2% | 91% | 223 interviewsAdd to research |
| JIRA Service Management | 4.1 | 8.8% | 93% | 87 interviewsAdd to research |
| Company Size | Count |
|---|---|
| Small Business | 26 |
| Midsize Enterprise | 21 |
| Large Enterprise | 15 |
| Company Size | Count |
|---|---|
| Small Business | 168 |
| Midsize Enterprise | 118 |
| Large Enterprise | 302 |
The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.
With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.
ManageEngine ServiceDesk Plus Features and Benefits
MSP has a wide variety of features to help you optimize your help desk management:
Reviews from Real Users
MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.
Mykola S., head of global IT delivery at Acino Pharma AG, writes, “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.
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
| Author info | Rating | Review Summary |
|---|---|---|
| Vice President Delivery & Operations at Rezilyens | 4.5 | We use ManageEngine ServiceDesk Plus for its simplicity and user-friendly interface, making it ideal for problem management. While it offers great value for money, especially for smaller businesses, it struggles with large volumes and cloud integration compared to ServiceNow. |
| Sr. Service Architect at NTT Security | 3.5 | I use ManageEngine ServiceDesk Plus for ticketing, incident, change, and problem management within our IT infrastructure. It's user-friendly with robust features and integration capabilities. However, the licensing model needs flexibility, as individual licenses are costly. |
| Information Security Specialist at Arab Open University | 3.5 | We use ManageEngine ServiceDesk Plus for incident reporting and change management, valuing its ticketing system. However, the GUI and change management features need improvement. Integration with CrowdStrike is suggested, while customization limitations hinder its terminology flexibility. |
| Software Engineer at Galaxy Office Automation Pvt. Ltd. | 4.5 | I use ManageEngine ServiceDesk Plus for IT and customer service management. Its automation and customization features are valuable, reducing manual intervention. While asset management is excellent, deeper telecom integration for immediate technician alerts is needed. |
| Senior Engineer Network security at Ubiquiti | 3.5 | I manage over 100 sites with ManageEngine ServiceDesk Plus, monitoring 500+ routers and numerous users. It's easy to implement and user-friendly, but could improve with better device compatibility and AI tools. It reduces manpower by streamlining ticket management. |
| IT Director at a manufacturing company with 11-50 employees | 4.5 | I use ManageEngine ServiceDesk Plus primarily for help desk tickets, appreciating its good workflow engine and automation capabilities. However, the limitation of assigning approvals to a single user could be improved to include user groups. |
| Head of Infrastructure at a financial services firm with 11-50 employees | 4.5 | We use the cloud version of ServiceDesk Plus for asset and ticket management. While it meets our needs, better integration with Microsoft 365 for email flow would help. Compared to ServiceNow, it is a more affordable solution. |
| Head Of IT Infrastructure Network Security and Compliance at LMW | 4.0 | ManageEngine ServiceDesk Plus offers comprehensive IT asset tracking and management, aiding in cost control through asset lifecycle visibility. While it benefits warranty management and decision-making, improvements in Configuration Management Database features are needed for software compliance. |
