ManageEngine ServiceDesk Plus Reviews

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.

You can integrate OpManager with ServiceDesk Plus, which allows you to automatically assign tickets to the appropriate technician, non-technician, or other staff members within any department. This integration ensures a seamless workflow, providing a comprehensive solution through ServiceDesk Plus with a well-rounded ecosystem.

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.

New features may be introduced as add-ons, which could require additional payments from users to access these new functionalities.

I have been using ManageEngine ServiceDesk Plus for six months.

Installing and running ServiceDesk Plus is straightforward for someone with IT skills, such as a graduate working in the IT department. However, it's important to pay attention to security features. Sensitive data should be protected and not exposed to unauthorized team members. Ensuring that the right individuals handle the system's installation, configuration, and management is crucial to maintaining security and proper access controls.

It takes 20 minutes to complete.

You will enable two-factor authentication, configure email functions, set up dashboards, and manage credentials. Additionally, you will gather details, scan the infrastructure, and integrate other software tools, such as Jira, with ServiceDesk Plus. The installation time will vary depending on your network and specific requirements.

Overall, I rate the solution 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.

We use the product as an IT service desk and ticketing. 

The tool's most valuable feature is task creation. The tickets get timestamps of key points in the ticket lifecycle as well. 

ManageEngine ServiceDesk Plus changes need to be done in the production environment directly. There is no facility to make changes in the DEV environment and then move the changes to PROD. 

I have been working with the product since 2019. 

The solution is stable. 

ManageEngine ServiceDesk Plus is scalable. 

ManageEngine ServiceDesk Plus' support is good. 

Neutral

The tool's deployment is easy. We have five resources to help with the deployment. 

ManageEngine ServiceDesk Plus' pricing is reasonable. 

I rate the tool a seven out of ten. 

We're using ManageEngine ServiceDesk Plus for ticketing, incident management, and change management.

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.

In any product, there's always room for improvement, and my team is further evaluating which improvements should be added to ManageEngine ServiceDesk Plus or any workaround or features that my team has yet to leverage with, but the file where my team listed the information isn't with me right now.

Customization has room for improvement in ManageEngine ServiceDesk Plus. Currently, it's tricky to customize.

In the next release of the solution, I want the capability to add more fields to the dashboards.

I'm new in the company, so I'm a new user of ManageEngine ServiceDesk Plus. I've been using it for almost two months.

ManageEngine ServiceDesk Plus is stable, and I can even access it off-premises or outside of the office.

ManageEngine ServiceDesk Plus is a scalable solution, so my company was able to add more users and utilize its features.

The technical support for ManageEngine ServiceDesk Plus is good, considering it's partnered with a local company here in the Philippines.

My colleagues previously used ServiceNow before using ManageEngine ServiceDesk Plus. Pricing was the reason the company switched to ManageEngine ServiceDesk Plus.

When I joined the company, ManageEngine ServiceDesk Plus had been set up, so I have no information on how my company set it up.

ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used.

We're evaluating ManageEngine OpManager, ADSS, and 360.

My company uses ManageEngine ServiceDesk Plus and Desktop Central.

In the company, roughly two thousand plus people use ManageEngine ServiceDesk Plus, with less than twenty admins in charge of the maintenance.

My advice if you're planning to implement ManageEngine ServiceDesk Plus is to define the processes for which you want to use it. Next, you must have a dedicated person who will map your processes against the system's capability so that you can leverage or maximize the features offered by ManageEngine ServiceDesk Plus.

My rating for ManageEngine ServiceDesk Plus is eight out of ten. If it was easy to customize, I could give it a ten.

My company is a ManageEngine ServiceDesk Plus customer.

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.

I am using ManageEngine ServiceDesk Plus mainly for ticketing.

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

ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization.

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

ManageEngine ServiceDesk Plus is a stable solution.

ManageEngine ServiceDesk Plus is a scalable solution.

We have 200 users using the solution in the free edition.

I have not used the support from ManageEngine ServiceDesk Plus. Whenever there is any problem then I search online. We have not had an issue that we would need to contact support. We have found that the documentation online is 90 percent efficient.

The initial setup of ManageEngine ServiceDesk Plus is very easy.

I rate the initial setup of ManageEngine ServiceDesk Plus a four out of five.

I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional. 

When comparing ManageEngine ServiceDesk Plus to other solutions it is much easier to operate, manage, create users, and design incident tickets. Overall, everything is very easy.

I recommend this solution to others. It is important to know the port number they will be using before they proceed.

I rate ManageEngine ServiceDesk Plus an eight out of ten.