ManageEngine ServiceDesk Plus Reviews

One major way it helps is by providing complete visibility on fixed assets, particularly IT assets like endpoints, servers, and network switches. It tracks their whereabouts, lifecycle, and warranty or AMC management.

For example, if a laptop has a three-year on-site comprehensive warranty with accidental damage protection, and the user accidentally breaks it, we may sometimes consider purchasing a replacement instead of using the existing warranty because we are unaware of the coverage. This is one of the business use cases. 

ServiceDesk Plus improved the turnaround time for asset allocation and the employee onboarding process, which also boosted employee morale.

During the presentation/demo, the team presented self-help dashboards for orchestration purposes, which could potentially use AI. This would enable users to resolve some help desk issues themselves.

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 If we see a regular pattern of frequent issues, we can use this data to justify to management that the equipment is obsolete or problematic and needs replacement.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.

The tool is under implementation, but during my evaluation, I asked about the CMDB (Configuration Management Database) module. ManageEngine team confirmed it is available. It should enable agent-based or agentless probing of assets, providing real-time data about availability, applications, and hardware changes. This would indirectly help with software compliance management.

So, the CMDB should have correlation capabilities. For example, if I have licenses for ten different products, and I update the system with the number of licenses for each, it should probe the entire network and show the actual deployment against the license count. It should also alert me if there are any compliance breaches. ServiceDesk claims to have this feature, but I need to explore it further.

We currently work with the basic package, but there is a roadmap for upgrading to the advanced package, which will cover IT asset management and the IT service desk.

We get good support, even though we currently use the basic version. 

They are responsive. We get good support as of now. 

Positive

If our scope is properly defined in terms of the number of assets, technicians, workflows, and all other relevant details outlined in an SOW document, the implementation may not take more than 15 to 20 days.

The money saved depends on the volume of issues and the age of assets. For example, if a company has older assets and wants to save money by extending its lifespan, monitoring these features can help defer capital expenditures.

In terms of operating costs like maintenance and power, we can definitely target around 10 to 15% savings by utilizing the warranty or AMC terms.

It is cheaper than its competitors. 

I evaluated five products. The equivalent product is Symphony SummitAI. The third product is Sapphire IMS.

It took one to two months, mainly due to commercial negotiations, not technical reasons. My technical recommendation was concluded in five to ten days. The rest was commercial.

ManageEngine met our commercial expectations.

I would recommend it to others. I would rate it an eight out of ten. 

The primary use case of this solution is to help us manage our support for the companies we start.

The solution has helped the company in terms of managing our support for the companies we start. It is multi-tenant. We can provide our customers with insights into their data. The customer can log in, they can post a ticket there, and can get the report. 

The most valuable feature is the ticketing system which is working well.

Everything with this solution has room for improvement. The service provider version is MS and it is not getting frequent updates. When we tried to upgrade a couple of weeks ago, it ruined the database and we had to restore it. We lost a couple of tickets that were raised at that time.

The solution is not good in terms of change management. The support is not 24-7 so you have to wait for the support person to start their shift. We are not getting good support from the ManageEngine team so the technical support can be improved. The reporting is not that good. The high-level graphs which we need to grab for our management, are not clear at all. For example, when I extract the weekly reports for management for the P1, P2, and P3 tickets they are all a mess. The graphs are not clear and can be improved. The SLA timer also doesn't work well. We have set our working hours to be from this day to this day but the timer doesn't stop for some reason. We have raised a couple of tickets with ManageEngine and we didn't receive support.

The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go.

I have been using the solution for four years.

The solution is stable.

The solution can be scaled.

The support is not 24-7 so you have to wait for the support person to start their shift. We are not getting good support from the ManageEngine team so the technical support can be improved.

Neutral

The initial setup took over a month for the vendor in Oman. We hired someone to implement it for us because it was not straightforward.

The implementation was completed through a vendor.

I do not see a return on investment with this solution.

The licensing is around $10,000 per year.

I give the solution a three out of ten.

We have 53 technicians who work on the tickets on a daily basis and over 500 customers who raise tickets for us to serve them.

We are not performing maintenance on this solution. We are deciding to cancel this product and move to Jira because Jira is a much better solution. No one in our organization has maintained the solution since the initial setup.

I do not recommend ManageEngine Servicedesk Plus. I would recommend Jira Service Management which is much better.

The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go.

We are not using the cloud-based version of the solution, but the service provider version. It is an old version, laggy, and the reporting is not good in the ManageEngine ServiceDesk.

I have configured ManageEngine ServiceDesk Plus for four companies. These organizations have utilized the product to manage IT tickets and requests efficiently. In my role, I utilize the platform within the IT framework for incident management, change management, problem management, asset management, and other related tasks.

The project management capability in ManageEngine ServiceDesk Plus has had a notable impact on my team's productivity. However, streamlining processes requires improvement. While the tool offers everything necessary for project management, building projects from the beginning can be time-consuming. Implementing templates, wizards, or AI assistance to simplify project setup and task generation would greatly enhance efficiency.

The platform's most beneficial features are incident management, change management, request management, and asset management.

The product's asset management tool needs improvement. It operates on an agentless system, relying on the patch management tool for agents. It is time-consuming as users must run a script and log in to send back asset information to the server. With an agent-based approach, installation in the image would automatically provide updated asset information, ensuring accuracy even if users don't log in for an extended period.

We have been using ManageEngine ServiceDesk Plus for 15 years.

The product is stable. I rate the stability a ten out of ten.

The product is scalable. We can easily add new features and licenses to it.

The technical support services are good.

Positive

We switched to ManageEngine ServiceDesk Plus from another product for better scalability, ease of setup, and capability to provide efficient metrics.

The initial setup is simple. Anyone with good technical expertise can manage the process easily.

I have deployed the product both on-premises and in the cloud. Currently, I'm using the Software as a Service (SaaS) solution, which is easier to set up. However, I've noticed that with the SaaS solution, patches are applied automatically, and sometimes this process can introduce bugs.

The maintenance is handled automatically, eliminating the need for any manual upkeep. It helps minimize the extra expenses. 

I have implemented the product myself.

The platform has good pricing. I rate it a four or five.

I have integrated ServiceDesk Plus with various tools such as Azure and Outlook. However, I faced challenges with integrating it with a few phone systems.

The reporting and analytics functionality in ServiceDesk Plus has been excellent for decision-making.

I recommend the product and rate it a nine out of ten.

In my experience, I have implemented it at four different companies including Banyan Health Systems, Jessie Trice Health Systems, Harvard Maintenance, and another service-based company. I primarily use it to maintain different health systems.

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.

I think asset management took a hit recently. They changed the way they do it by moving it to their patch management software, which no longer supports an agent installed on the computers. In my opinion, this was a step backward for them, as I didn't need the patch management but rather the agents and remote capabilities that the agent brought without the additional costs and overhead. It still works via script running on the computer, but that's not the same as being able to install it and have it run or send a live feed.

We did not experience any stability issues while using the product.

The product scales up effortlessly and you can easily add users.

The customer service is not as good as it should be. Sometimes they get a little convoluted.

Positive

I have used Service Desk Plus, as well as Zoho Assist and their patch management software. I can't remember the name of the patch management software right now. But, I'm very happy with them. I have used and compared many different software options such as Samanage (SolarWinds), ServiceNow, BMC Remedyforce, BMC FootPrints Service Core, and Salesforce.

In my opinion, Service Desk Plus is hands down the best bang for the buck. It's easy to configure and I don't need a programmer to run it.

Setting up the product for an enterprise-level company was easy. I was able to complete the initial setup within a week. Other similar products usually take at least 30 days to set up.

I have used the cloud version which limits the need for the on-premise version. The cloud version is much easier to use because there is no maintenance required. The only thing you need to do is to set up the active directory sync, which updates your users automatically. It is the only thing you need to worry about, and it's done automatically.

I would rate the pricing ten out of ten. It's the best bang for your buck. When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper for seven agents and the same number of assets.

I would rate the product nine out of ten. The only issue I have is with the asset piece, which could be improved.

Our company uses the solution as our in-house ticketing tool, for level one and level two automations, and for our help desk. 

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. 

A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management.

I have been using the solution for ten years. 

The solution is very stable and do not have stability issues when applying upgrades or bug fixes. 

The stability is rated a nine out of ten. 

The solution is scalable and we've never had any issues. The solution is mostly for medium-sized or enterprise-level companies. You can easily scale from 100 users to 1,000+ users. The licensing makes scaling easy. 

The scalability is rated a nine out of ten. 

If you have any issues with implementation, support is available to help. Technical support is rated a nine out of ten. 

Positive

The setup and implementation are very straightforward. We've never faced any issues with implementations or operability. 

A service desk technician with two or three years of experience will have no issues with setup or a vanilla installation. There is documentation for everything on the internet so there aren't any challenges. 

The solution offers both on-premises and cloud versions. On-premises has some limitations on the AI side. If you go with cloud-based, then you get many more features and cognitive support. 

We implement and manage the solution for customers. 

The price is much better than other products so pricing is rated an eight out of ten. 

Initially, we also used the solution for our service desk and managed users. There was some constraint on pricing and the solution didn't offer AI support, so we moved to Symphony Summit AI. Comparatively, both tools are now at the same level with little difference. 

Summit has to be installed on-premises or on Azure only. It is also very expensive, particularly for the AI part. You need a bunch of licenses on the asset and technician fronts. 

The solution can be installed anywhere including AWS or Google cloud. It is just a matter of spinning up a VM to have it installed. The solution keeps evolving and provides much more than what most SMB customers require. 

I rate the solution a nine out of ten. 

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. 

We're comparing it to other ITSM systems. The main areas for improvement seem to be Active Directory integration and Single Sign-On (SSO) capabilities.

So, I would like to have SSO as well.

We have used it, or rather, I've used it on a trial version. It was the Standard Plus edition. We were in negotiations with ManageEngine and waiting for a demo before the company decided on implementation.

It is a stable solution. I would rate the stability a nine out of ten. 

There were around 30 users using this solution in total. I would rate the scalability an eight out of ten. It is a scalable product.

Support was good. Anytime we raised issues, we got instant feedback. We didn't have to wait too long.

Positive

I have experience with Jira.

I highly prefer ManageEngine. Faster and better interaction. Didn't need many integrations. With Jira, especially for support, raising issues sometimes takes a day. But in interface and user experience, ManageEngine is better than Jira.

It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes.

I would rate my experience with the initial setup an eight out of ten, with ten being easy. 

It was fully cloud-based. We didn't want an on-premises solution.

I would rate the pricing a six out of ten, with ten being expensive. It is above average. But it is neither cheap nor expensive.

Overall, I would rate the solution a seven out of ten. I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later.

We use ManageEngine ServiceDesk Plus for incident management, problem management, service management, and help desk. Basically, help desk.

The tool is very comprehensive for service management. It is excellent from the service management perspective. The only challenge we are having is integrating with Jira.

Mainly, these are the services we expect now:

• incident management
• service management and
• change management.

We mainly for dashboards and reports on dashboards for analytics. We also want logging and tracking of duplicate tickets.

Asset management capability is also good. 

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.

The tool should be open to integration with other official tools, such as Jira, which is used by most companies for development activities.

The tool itself is very good, but the only problem is integrating it with Jira, based on our business model.

I have been using it for a couple of years. 

As a solution for self-service management, I would rate it a nine out of ten.

I would recommend it to others. 

Scalability is very good. That's not a problem. We have multiple groups: a business group, a development team, and the ServiceDesk team. Three different teams use the tool.

We have business teams, marketing teams, and technical teams. So, there are around a hundred end users. 

The initial setup is straightforward, easy to use, and friendly. The features are very good. We don't have any problems.

We have a technical team.

ManageEngine is a cost-effective tool, there's no doubt. Compared to other tools like ServiceNow, ManageEngine is the best tool.

Cost-wise, it is less than other products, compared to JSM. ManageEngine is a little bit low cost. The only challenge we have is integration with Jira.

So the pricing is reasonable for the ServiceDesk solution.

We are interested in an integrated platform for both Jira and Jira Service Management. We are already using both, but they are not integrated. 

We want to use Jira for platform development and Jira Service Management for service management.

We are trying to integrate ManageEngine ServiceDesk Plus with Jira, but our integration is not working very smoothly. We have challenges integrating with Jira.

We are using ManageEngine ServiceDesk Plus as a complete ITSM tool.

ManageEngine ServiceDesk Plus has made things easy for me. The page and operations of the tool are more user-friendly. While working on ManageEngine, the workflow is easy to follow, allowing for relevant changes to be made at any point in time from both the customer and admin perspectives.

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.

The application works in a straightforward method every time when it comes to the on-premises part. There is an application drive, log drive, and a few things that must be taken into control, even the application that requires AV exclusion and all those things. They need to work on the aforementioned area. It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application. It could be better if they just come up with something in that manner.

There's a basic methodology for maintaining the application and its dependency on Postgres, and local SQL is an area that, if changed for the better, can prove to be great.

I have been working with ManageEngine ServiceDesk Plus as a customer for five years. I use ManageEngine ServiceDesk Plus in my current company, but my previous experience is with the ManageEngine MSP product.

I rate the solution's stability a straight nine out of ten.

Scalability depends on how you want to deploy it on-premise, on a small or large scale, because my experience is completely on-premises. It is very fast, you can copy-paste the entire application to another server, and the application starts working. It's very easy to increase RAM size or anything else. It's way easier than any other ITSM tool that I have used. I have used BMC Remedy and ServiceNow before. Based on that, ManageEngine ServiceDesk is a piece of cake.

We have 60 technicians working with this solution in our current company, and in my previous organization, we have more than 120 technicians.

We have plans to increase the usage of the solution in the current company.

I rate the solution a ten out of ten for scalability.

When it comes to technical support, it depends upon the contract you have. ManageEngine's chat team provides support. The chat team offers hands-on support. However, if you need advanced support, a team from India works. So, there are times when it might get delayed, but the product is straightforward, and there aren't many enhancements or stuff that need to be done.

It is a solution tailored for debugging. They provide step-by-step guidance based on the specific issue you're facing. For example, if you face a problem called A, then they ask you to go for steps from one to ten in a certain manner. If you are facing problems called B and C together, the support asks you to follow a particular set of steps. In most cases, they already have a tailored solution, and not much time is required to resolve issues.

I rate the technical support an eight out of ten.

Positive

I have used BMC Remedy and ServiceNow before.

A basic application person with knowledge of ITSM could work on the ManageEngine. When it comes to ServiceNow, you need more expertise and more of an application manager dedicated to service-related stuff.

To rate the initial setup, I would give it an eight to nine out of ten.

If you have a proper plan, implementation is just a day job. If you have a tailored setting and a clear idea of what you're looking forward to, the implementation shouldn't take more than a week.

If you need to create a workflow, design, have a template for change requests, and have the entire plan in mind, it shouldn't take more than a week.

Anyone who has to implement it should clearly understand how an ITSM tool works. If they do, the deployment process becomes very easy and straightforward.

The deployment would not require more than one expert because we had only one person for the product's implementation. With not more than two people around, it could be done remotely. We deployed it remotely, which was as straightforward as a piece of cake.

The solution's price is not high. It's moderately priced, because of which it is a tool that anyone could easily choose. ManageEngine ServiceDesk Plus is a reasonably priced product.

If you want a standalone system to work for a longer period, always consider ManageEngine ServiceDesk Plus. It's easy to use, and you don't need to be a real system analyst to work on the application or generate workflow. You just need a basic understanding of the technology and workflow; someone with knowledge of ITSM can handle the process.

Overall, I rate the solution nine and a half out of ten.