ManageEngine ServiceDesk Plus Reviews

We use ManageEngine ServiceDesk Plus for all helpdesk, MDM solutions, ITSM, and more.

I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations.

Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all.

We have been using ManageEngine ServiceDesk Plus for about six months.

ManageEngine ServiceDesk Plus is stable. 

ManageEngine ServiceDesk Plus is scalable.

We were unhappy with BlackBerry as they are not able to provide service properly and don't have a service center here in India. That's why we switched over to ManageEngine ServiceDesk Plus.

ManageEngine ServiceDesk Plus' price is very reasonable. 

I would recommend this product, but this is not a 100% recommendation. I would advise potential users to compare it with other products. We compared this product to others about a year ago, and maybe we have new products now which are more advanced.

On a scale from one to ten, I would give ManageEngine ServiceDesk Plus an eight.

We use it for incident management mostly, though we also try to use it for problem management, but most of the time we use it for managing and resolving incidents.

The most valuable feature for me is the ability to make workflows. We haven't experienced that whole functionality, because I'm based in Lima, Peru, while our headquarters is in Colombia, where the administration of this solution is handled. We have not been customizing this tool here in Lima, but the workflow is very important. Other features that are also important include configuration management (configuration management database) and the knowledge base (recorded solutions function).

I like this solution's interface because it's user-friendly and works well on the cloud.

This solution is good because it's on the cloud, so customers are told ahead of time if there's scheduled maintenance. We receive emails prior to the maintenance period.

The additional feature I'd like to see in the next release is related to self-service on the user side. I have this new environment of users at home and making them independent would be a good point to enforce. Improving the knowledge base also goes along with that.

I've been using it for approximately one year.

I find this solution stable.

The scalability of this solution is good.

I haven't had the chance to contact technical support. Maybe the person in our Colombia headquarters who worked with the reseller was able to contact support, but I'm not sure if the support was from the reseller or from the ManageEngine ServiceDesk Plus support team.

The setup was easy. It's common to have some mistakes for all tools. Loading your users and loading your configuration items were not difficult.

This was managed by our Colombia headquarters, but I can tell by the communication we received that deployment was through a third party: the reseller.

We deployed this solution on the cloud.

For pricing, I'm not on the negotiation team. We only received the product. Our headquarters in Colombia bought all the licenses. I can't tell you whether it's cheap, or whether it's expensive, or the cost-benefit. I have no information about that.

I can't tell you an area or room for improvement, though it's a good question because we only use one or two in asset management and operations management. We haven't tried it in other departments or areas. For example, I don't know if it works well for managing and monitoring service-level agreements. I can't tell you exactly based on my experience with this solution.

Deployment of this solution took no longer than two days.

The number of people using this solution, for our technical operators it's a group of 10, while the users in our database are more than 150. I was only thinking about the number of users in my country, here in Peru, but the total number of users is approximately 400 users, because we use it in Chile and Colombia, aside from Peru. In all of the three countries, all of our users use the same solution. In terms of increasing the usage, maybe in some other models, but in-licenses, I'm sure because we are covering all the users in the three countries.

My advice to people thinking of implementing this product: It's a good product. We found good experiences and reviews about it on the internet, in terms of how easy it is to use and its quality. I will tell people that it's a good product to try. I have also tried other tools, but this product makes a difference. It's a good one. It's the best one for me.

My rating for this solution is a nine out of ten.

Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that. 

It has a lot of modules, such as change management, project management, and all these are combined into one portal. So, we can manage projects from the same system, and we can do also change management, which is ITIL aligned.

Its pricing model makes it more affordable as compared to a lot of systems out there. So, it is affordable, and it also has the best service.

As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker.

I have been using this solution for around six years. I have been using it since 2015.

Based on my experience, it is mostly available. So far, we haven't found any bugs in the system. ManageEngine is always giving updates and upgrades for any bugs or issues.

We have a tool for monitoring the 24/7 availability of the product or site. Most of the outages that take place in a month are not because of the system itself. They happen because the people who do the upgrade in the back office didn't notify us in time. This unpreparedness affects the availability of the system.

It is straightforward. There is detailed documentation that you can refer to while setting it up. You need to prepare the environment as per the specifications in the documentation. If you prepare your environment and meet the prerequisites, you can easily install it.

As compared to a lot of systems out there, it is more affordable.

I would rate ManageEngine ServiceDesk Plus a nine out of 10. It is perfect, but there is always room for improvement.

We are using it for logging all the cases. We use it to track all the efforts, ensure that all requirements are met, tickets are recorded, and the work is being done by the respective teams.

Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus.

Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly.

It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.

It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians.

For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. 

For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different. 

I have been using ManageEngine ServiceDesk Plus for the last six to seven years.

It is very stable.

It is very scalable. We have added a lot of additional modules after getting it installed. It didn't take time to add these features. There was also no change in overall features. Therefore, it is scalable. We have added more licenses and users to it, and it is working as expected. I have 4,000 users and 250 technicians.

They are very good. The response that I get from the ManageEngine support is one of the things because of which I would like to go for all ManageEngine tools. Their response is good. If I compare with any other similar tool, I am pretty sure it would take two to three days to reach them, but with ManageEngine, I get a response within the same day, and sometimes, the resolution is also provided on the same day.

The initial setup was very straightforward. Our team didn't find it hard to install it. Its graphical user interface is so easy, and it is very easy to implement this device. 

Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders.

I would very much recommend this solution. Everybody can go for it. It is a very easy tool. It is easy for the technicians as well as for end users. It is the best solution. 

I would rate ManageEngine ServiceDesk Plus a nine out of ten because there is still room for improvement.

In our company, we use this solution on a daily basis as an administration application for reporting, where you can assign incident tickets or trade tickets and the relevant department uses it for follow up on problems or changes that have occurred.

I use it to create reports that show our teams where the issues are, what's going well, and what can be improved. My colleagues use it from a workflow perspective.

We have different organizations with a centralized help desk that will lock calls into groups of 20 or 30 people. We have a team that builds and customizes it and then we have all kinds of managers that pull out reports.

Finally, we have numerous end-users working on their own products. We also have external parties that provide services that use this application to work on incident problems and changes.

Previously, when we had incidents, we couldn't discover where the bug was coming from. Now, if we have an incident, we attach it to an application, and when we look at the application, we know the specific development machine, and we know that it's on specific hardware, as well as where this hardware is located on a specific data center. We know everything about the network connection, so it's easier to find issues. We now have good visibility of our entire information system.

When we change something in production, somewhere, we now can easily understand the risks we are taking. We know if this application is dependent on another. The visibility, the risk, and whether we want to do the change during the day, or overnight, for example, becomes very clear.

The CMDB and the database of assets that we are using are the most valuable features. After that, we really enjoy the incident management and change management features.

The solution offers a lot of opportunities for integrations. We can integrate with Slack,
Azure, all the API alternatives, etc. There's a lot of integration modules provided.

The solution is quite extensive, and I’ve only used the sections related to project management. I’m not sure if it was lacking any features. For me, it had everything I needed. I’ve never experienced any technical issues at all.

The only issue for us is the pricing, which is quite high in comparison with the competition.

The timing reporting module, and how it's used is a bit difficult to understand.

Everything related to project management is quite extensive and it needs to be simplified. At first, our users didn't want to use it, because it seemed a bit complex.

I've been using this solution for a few years.

Our primary use case for the solution is for IT support across departments in our company. We provide templates for users that are not specialists so they can install them immediately. We deploy the solution both on cloud and on-premises.

The solution does not have an automated approach to integration with other ManageEngine products and third-party products. Additionally, brand promotion can be improved so that users know a good solution is available that is not very expensive.

We have been using the solution for approximately six years and are currently using the latest version. 

The solution is stable.

The solution is scalable, and you can start from five users and expand to any amount of your choosing. I rate the scalability of the solution ten out of ten.

There is good technical support from ManageEngine ServiceDesk Plus. I rate them a ten out of ten.

Positive

The initial setup process is straightforward. A person with basic Windows server skills or an engineer with basic Microsoft networking skills and Active Directory skills could assist in setting it up Basic. We usually get it up and running within a couple of hours, and one technical staff is required for maintenance.

We have seen a good return on investment.

The solution is free for up to five users, making it a good starting point for many organizations, especially now that people are cash-strapped. The licensing costs for over 500 users start from $500 upwards, depending on their choice and if assets are attached to it. So an average license would be up to 10,000 per year for subscription on average. Subscription licensing includes technical support and all the features at no additional cost, and Perpetual licensing requires annual maintenance of about 15% of the initial cost.

I rate the solution a ten out of ten. The solution is good, but the next release can include a more automated approach to integration with other ManageEngine products and third-party products.

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 it as a daily ticketing system for IT, in-house and on hardware.

Overall this is an easy and convenient solution to use.

We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy. 

I have been using this solution for nine years. 

We have experienced some issues with stability which are temporarily fixed when updating to the latest version of the solution. 

We have 20 to 25 technicians using this system. 

The support for this product could be improved. Their engineers have not yet solved some of our issues. 

Neutral

The initial setup was straightforward. 

The implementation was done in-house. 

We have an annual license which we renew each year. 

I would rate this solution an eight out of ten.