ManageEngine ServiceDesk Plus Reviews

This is a software-as-a-service platform and we're using it for IT incident and problem management, as well as for asset management and procurement requirements. I'm the global chief information officer of the company and we are customers of ManageEngine. 

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. 

We were unable to load tickets from the previous platform to the new platform, to transfer the database of tickets and that was a problem for us. I'd like to see more flexibility in the configuration of the workflows. We currently use layouts because we know that if we need something more complex, it will be difficult to map.

We completed implementation a few months ago and I've been using this solution every since.

The solution is stable. 

The solution is scalable, we have around 30 licensed users.

We're still receiving support from the implementer so haven't had to deal with technical support yet. 

I think the implementation was pretty simple and didn't take much time. 

The solution is reasonably priced. 

We looked at ServiceNow as an option but the cost would have been about 10 times more than we're paying for ServiceDesk Plus.

In the future, we're going to see some hybrid platforms in the cloud and also in the application. Because of that, I think the solution needs to be more integratable so customers can interact easily with other platforms. 

I rate this solution nine out of 10. 

We have two use cases for this solution. Some of them are out of the box, while the other is based on the clients' or our requirements. Those are the use cases, for example, DDoS attacks we build.

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.

There is room for improvement in automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them. We have had certain incidents come up as many as ten times. 

I would like to see a few more enhanced reporting features. Right now, we do not have an integration with other reporting tools. I would also like to see a SIEM, PAM, or team tool. 

I have been using ManageEngine ServiceDesk Plus for about five years. 

ManageEngine ServiceDesk Plus is quite stable. We have not had any issues; we mostly use the task model. We already have more than 16 customers on the SaaS model. We are managing four on-prem. These are all government clients in different countries like Uganda, Kenya, Tanzania, and Malawi. 

Our entire SOC and NOC is using ManageEngine ServiceDesk Plus. That's 50 agent licenses; more than 25,000 devices and 50 agents. 

We have had to use ManageEngine ServiceDesk Plus's tech support once or twice. A client of ours had all of their systems on a product called ConnectWise; they had their proprietary hardware, like their firewalls, switches, access points, and routers. So we needed some help with configuring. 

Neutral

Yes, previously we were using ServiceNow, but it was very expensive and we could not use it for our assembly clients because they could not afford it. 

We also found that ServiceNow was not the optimal solution for assembly clients with 300 to 500 devices. 

The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage. Currently, we are looking into moving our bigger clients to ManageEngine ServiceDesk Plus. 

The initial setup was very easy. Even the dashboard was easy to setup. 

We deployed ManageEngine ServiceDesk Plus in-house. 

ManageEngine ServiceDesk Plus is definitely worth it. We have seen a return on our investment. 

ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs. 

My advice to somebody looking to implement this solution is to first figure out how large your organization is and whether you can dedicate a team to it or if you will need to outsource the deployment. If the latter is the case, you need to look into the cost of that. The best case scenario is dedicating an in-house team to the deployment because the training that ManageEngine ServiceDesk Plus provides is very good. This means you will save money. 

Integrating with other products is simple. We recently integrated with Azure Sentinel and were able to quickly collect logs connected to use cases and analyze them. ManageEngine ServiceDesk Plus offers lots of connectors, which means you do not have to build them. Also, the configuration is not very difficult. For example, if you are running it in your environment, it will automatically discover all your systems and you can pick and choose which ones you want to manage and drop the rest. Then, you can start emulating and putting up SLAs, configuring them, and consequently using them. 

My primary use of the solution is not hands-on. I'm the architect. I was involved with getting the architecture going, getting the systems up and running. I've also got insights into the configuration. I'm not working with it on a day-to-day basis.

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. 

We engage with customers or vendors from Europe looking at AIOps products as well as SOC, and one downside to the solution is there are no native integrations between the systems. We're not even aware of any. This is a bit of a concern for us.

The problem I'm dealing with is now we have to employ people to do integration coding for us. We would love to have native integration between systems. ScienceLogic, Splunk, and Sumo Logic are three vendors we're considering currently, in a POC, for going forward with the AIOps side of things.

From the SIEM perspective, from the SOC, we're dealing with LogPoint; for SOAR purposes we're using inbound SOAR. None of these systems can natively integrate into ManageEngine. However, all of these systems can integrate into ServiceNow. If we consider the complications in our world, for integration purposes, and the amount of work that needs to be done for all these systems to talk to one another, that's definitely something. If ManageEngine can say, "we're going to help you with this," then we will most likely stick with the product.

ServiceNow can integrate, and there's a silent push towards ServiceNow, which I don't like because I'm quite keen on sticking with ME. ManageEngine should improve to help us to integrate the systems.

Then there's a customization level that needs to be done from our end, and it's quite a big concern. We're basically putting together all systems and software packages. 

I have been using the solution since we implemented it about a year and a half ago. We're still onboarding the rest of our clients. From an MSP perspective, we're managing multiple clients.

I would rate the solution a nine out of ten. There's no problem with the software. I'm happy with what we can do with the system. I think the biggest concern for my industry is really a case of integrations between outside parties.

I have only used its demo version for evaluation. We haven't yet implemented it. I have been playing with ServiceDesk Plus for incident management, service request management, and some change request workflows. There is also a CMDB, which seems to be quite good. 

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.

Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it.

We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature.

We haven't checked its stability under a heavy load.

Currently, around ten users are evaluating it. It should meet the needs of around 2,500 users. From my point of view, it seems suitable for our needs.

We had lots of discussions via email and the internal support chat, and everything was fine.

We are currently using OTRS. We are looking for something similar to ServiceNow but much cheaper. I have almost 15 years of experience working with ServiceNow, which is a great solution, but it is too expensive for companies with less than 5,000 employees. I have also worked with HP Service Desk almost 20 years ago.

Being a cloud solution, it is straightforward. There are no issues. In terms of deployment, it is similar to other cloud solutions. The workload begins when you try to customize a CMDB, but this is not because of the solution. It is because of internal processes.

For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost.

We are currently evaluating this solution. ServiceDesk Plus is one of the candidates. We are also evaluating Jira Service Desk and BMC. It seems that all these three vendors will be able to fulfill our requirements, and we will choose ServiceDesk Plus.

I would rate ManageEngine ServiceDesk Plus an eight out of ten.

The most valuable feature of ManageEngine ServiceDesk Plus is change management.

The solution’s reporting could be improved. The solution's integration with other tools is not straightforward.

I have been using ManageEngine ServiceDesk Plus for five years.

We have faced some bugs with the solution. Sometimes, the system goes down for unknown reasons.

I rate the solution a six or seven out of ten for stability.

More than 100 users use the solution daily in our organization.

I rate the solution an eight out of ten for scalability.

Since we are not their premium customers, they don't answer our concerns quickly. It takes some time to get answers from the technical support team.

Neutral

I have previously used ServiceNow and Jira.

The solution’s initial setup is not very complicated.

The solution's pricing is good compared to other products.

On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten.

ManageEngine ServiceDesk Plus is a very good tool that has improved our IT support workflow. I rate the solution a six out of ten for the customization and scalability of our business needs.

Overall, I rate ManageEngine ServiceDesk Plus a seven out of ten.

The service delivery could be improved.

We have been using this solution for about five years.

It is good, and it meets our needs. It ensures the tracking of all costs for end-user issues. It allows us to generate reports and location demands and make our forecasts over a period of time. We can analyze incident calls and the time it takes to resolve every call or every incident.

It is scalable.

I rate the technical support a ten out of ten. We have contacted them and have annual license renewals and maintenance agreements with the service provider.

Positive

It was easy to set up.

It's a good product. It serves the end need of the customer and I rate it a seven out of ten. We haven't completed a comparative analysis for deliverability, availability or usability, but ManageEngine ServiceDesk Plus is good. 

Regarding advice, there are so many variables involved. I would recommend it to anybody at any time especially foe the support level for the end users. It's scalable, it's user-friendly and easy to understand. You can configure it to suit your specific needs.

ManageEngine ServiceDesk Plus is primarily used for service desk ticketing and instant management.

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.

The interface is not the best. The user interface could be more intuitive.

I have been working with ManageEngine ServiceDesk Plus for a few years.

I believe that we are working with the most recent version.

ManageEngine ServiceDesk Plus is a very stable solution.

ManageEngine ServiceDesk Plus is very scalable.

We have 40 users in our company.

Technical support is good. We have received very good support from them.

It was fairly easy to set up.

Pricing can always be improved and made more affordable.

I'm not involved in the pricing.

Consider it seriously, because I know we looked at ServiceNow, and ServiceNow was significantly more expensive. However, I do not believe the price is justified for our size organization. I believe it is one of those tools that provide excellent value for money.

I would rate ManageEngine ServiceDesk Plus a nine out of ten.

We use ManageEngine ServiceDesk Plus for people in our domestic holding can open any ticket from anywhere.

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

ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure.

I have been using ManageEngine ServiceDesk Plus for approximately two years.

The scalability is good.

We have approximately 200 to 500 users using this solution.

The initial installation is very easy. The dashboards are not complicated.

I did the implementation with a colleague in my team.

We use five services and technical support workers that support the solution, including maintenance. 

The price of the solution is low. However, it still could be less expensive.

I would recommend ManageEngine ServiceDesk Plus for anyone needing a technical ticketing system. It's a powerful solution.

I rate ManageEngine ServiceDesk Plus an eight out of ten.